Return & Exchange A simple, fair way to sort things out

When Can I Return an Item?

If you bought from us online and simply changed your mind, you will normally have a statutory cancellation period. You need to tell us that you want to cancel within 14 days of receiving the goods.

Once you have told us, the goods should normally be sent back within a further 14 days. You do not need to give a reason for cancelling under the applicable distance-selling cancellation rules.

This is separate from situations where an item is faulty, damaged, not as described, or otherwise does not meet the standards required by consumer law.

What Can Be Refunded?

A refund can normally be arranged when the return falls within the applicable cancellation rights or when the goods do not meet the standards required by law.

Examples of a product issue

If a blanket arrives with a significant manufacturing problem, substantial damage that was not caused after delivery, or a material difference from the product description, please contact us promptly. We may ask for photographs or other information so that we can understand what has happened.

If the issue is covered by your statutory consumer rights, we will deal with it in accordance with those rights. Depending on the circumstances, the appropriate remedy may be a refund, replacement, repair or another remedy required by law.

What Cannot Be Refunded Under a Normal Change-of-Mind Return?

A change-of-mind return is not the same as a claim about a faulty product. We cannot treat every situation as an automatic full refund.

A condition issue does not remove genuine product rights

If you believe an item is faulty or was not as described, please tell us what happened rather than simply treating it as a change-of-mind return. Different consumer rights can apply to faulty or incorrectly supplied goods.

Item Condition & Handling

For a normal change-of-mind return, you can inspect the blanket in much the same way you would reasonably inspect it in a shop. Taking it out of its packaging and checking the size, appearance and general feel does not automatically prevent a return.

What matters is what happens after that inspection. If the item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, and its value has been reduced as a result, the applicable rules may allow an appropriate deduction.

Exchanges

If you would rather have a different blanket, colour, size or suitable alternative, contact us before sending the original item back.

We will check whether the requested replacement is available and explain the simplest way to arrange the exchange.

Refunds & Exact Timing

Once a qualifying return has been received and checked, we aim to process the refund promptly. For a statutory online cancellation, the applicable rule requires the refund to be made without undue delay and normally no later than 14 days after the goods are returned to us, or after the required evidence of return is provided where the law allows this.

We normally send the refund back using the same payment method used for the original purchase, unless another arrangement is expressly agreed.

What amount is refunded?

For a qualifying statutory cancellation, the refund will normally include the cost of the goods and the applicable standard delivery charge originally paid by the customer. Where a customer selected a more expensive delivery option, the additional amount above the standard delivery cost does not normally have to be refunded.

Because our standard delivery is free, there is normally no original standard delivery charge to add to the refund.

How to Start a Return

Please contact us before sending a return. This avoids parcels being sent without the information we need and gives us a chance to confirm the correct arrangement.

Important Notes & Disclaimer

We use reasonable care when preparing, checking and processing orders, but we cannot control every part of the return journey. Delivery delays, carrier interruptions, lost parcels or events outside our reasonable control can occasionally affect the timing of a return.

If a return is delayed in transit, please keep the tracking or postage evidence provided when the parcel was sent. This can be useful when establishing when the goods were returned.

We also reserve the right to check the condition of returned goods where the applicable rules allow us to do so. This does not affect a customer’s statutory rights concerning faulty, incorrectly described or otherwise non-conforming goods.

Custom or personalised items

If we offer a product that is made specifically to a customer’s individual specifications or is clearly personalised, normal change-of-mind cancellation rights may be different. Such items can still be covered by applicable rights where they are faulty, incorrectly supplied or otherwise fail to meet the required standards.

If a particular product has a different return arrangement, the relevant information will be shown before the order is placed.

Return & Exchange Enquiries

If something is not right with your order, please get in touch. We would rather understand the situation properly and help you with the right next step than make you work through a complicated process.