Returns & Refund Policy

Returns & Refund Policy

We want you to be happy with every purchase. If something isn't right, we're here to help.

Your right to cancel (cooling-off period)

Under UK and EU consumer law, you have the right to cancel your order within 14 days of receiving your goods, for any reason and without needing to give an explanation. This is your legal right and it applies to all products purchased from our online store.

To exercise this right, contact us atabdo.kadi.uk@gmail.com  with your order number within the 14-day period. Once you notify us, you have a further 14 days to return the item to us.

Conditions for returns

To be eligible for a return, the item must be unused, in its original condition, and in its original packaging. We reserve the right to reduce the refund amount if the item shows signs of use beyond what is necessary to check the product (the same way you would examine it in a shop).

Refunds

Once we receive your returned item (or evidence that it has been sent back), we will process your refund within 14 days to your original payment method. You will receive an email confirmation when the refund is issued.

Return shipping costs

If you are returning an item because you changed your mind, the cost of return shipping is your responsibility. If the item is faulty, damaged, or not as described, we will cover the return shipping costs.

Faulty or damaged items

If you receive a product that is faulty, damaged, or does not match the description on our website, please contact us within 48 hours of delivery with a photo of the issue. We will offer you a free replacement or a full refund — no return needed in most cases.

Under UK law (Consumer Rights Act 2015), you are entitled to a full refund for faulty goods within 30 days of delivery. After 30 days but within 6 months, we will offer a repair or replacement first, and a refund if that is not possible.

Under EU law (Consumer Sales Directive), all goods carry a minimum 2-year legal guarantee. If a product develops a fault within this period that was not caused by misuse, you are entitled to a repair, replacement, or refund.

Non-returnable items

For hygiene and safety reasons, certain items cannot be returned once opened, including personal care products and baby items that have been unsealed. This does not affect your rights if the product is faulty.

How to start a return

Email us at abdo.kadi.uk@gmail.com with your order number and reason for return. We will respond within 24 hours with instructions on how to send the item back.