Refund policy
Returns & Refunds Policy
Your right to cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. To cancel, contact us at info@craigmoreonline.co.uk with your order number.
Returning your item
Once you've told us you want to cancel, you have 14 days to send the item back to us. Items must be:
- Unused and in the same condition you received them
- In their original packaging where possible, with all tags/labels attached
- Accompanied by proof of purchase (order number or receipt)
Return postage costs are the customer's responsibility unless the item is faulty, damaged, or not as described.
Refunds
Once we receive and inspect your return, we'll process your refund within 14 days, to the original payment method. Refunds include the cost of the item and standard delivery charge (we're not required to refund express/premium delivery upgrades).
Faulty, damaged, or incorrect items
If your item arrives faulty, damaged, or different from what you ordered, you're entitled to a repair, replacement, or full refund under the Consumer Rights Act 2015, and we'll also cover the return postage cost. Please contact us within 2 days of delivery with photos of the issue where possible.
Items excluded from the right to cancel
The following can't be returned unless faulty:
- Sealed items unsealed after delivery, for hygiene or safety reasons
- Made-to-order or personalised items
- Perishable or consumable products
How to start a return
- Email info@craigmoreonline.co.uk with your order number and reason for return
- We'll send you return instructions and, if applicable, a returns address or label
- Pack the item securely and send it back within 14 days of telling us
Contact us
If you have any questions about your order or this policy, contact us at info@craigmoreonline.co.uk.