Refund policy

Returns and Refunds Policy

Last updated: [MAY 2026]

At Retrotreasures.co.uk, we want you to be completely satisfied with your purchase. This policy explains your rights under UK law and our approach to returns and refunds. Nothing in this policy affects your statutory consumer rights.

1. Your Statutory Right to Cancel (Change of Mind) – Distance Sales

If you bought goods from us online, by phone, or by mail order (a “distance contract”), you have a legal right to cancel your order and return the goods for any reason within 14 days (“cooling-off period”).

•  The 14-day period starts the day after you (or someone you nominate) receive the goods.

•  You must notify us of your decision to cancel within these 14 days. You can use the contact form we provide or email us with your order number and clear statement that you are cancelling.

•  Once you notify us, you have a further 14 days to return the goods to us.

•  We will refund you the full amount paid, including the cost of standard delivery. If you chose a more expensive delivery option, we will only refund the standard delivery cost.

•  We will process your refund within 14 days of receiving the returned goods (or proof that you have sent them back, if provided earlier).

•  You are responsible for the cost of returning the goods to us, unless we have agreed otherwise or the goods are faulty.

How to return items (change of mind):

•  Items must be unused, in their original condition, with all tags and packaging intact, and in a saleable state. You may inspect and handle them as you would in a shop, but excessive use may reduce your refund.

•  Return them to the returns address we provide once your return has been approved.

We aim to make returns as straightforward as possible. Please include your order number and a note stating it is a change-of-mind return.

2. Exceptions to the 14-Day Cooling-Off Right

You do not have a legal right to cancel and return goods under the cooling-off period in these cases (though you may still have rights if the item is faulty):

•  Personalised or made-to-order/custom goods (e.g., items made to your specifications).

•  Perishable goods (e.g., food, flowers, or items with a short shelf life).

•  Sealed items for health or hygiene reasons once unsealed (e.g., underwear, cosmetics, earrings).

•  Newspapers, magazines, or periodicals (except subscriptions).

•  Sealed audio, video recordings, or computer software that have been unsealed after delivery.

•  Goods that become inseparably mixed with other items after delivery.

•  Certain services (once fully performed, if you agreed to this in advance).

If an item falls into one of these categories, we will clearly state this on the product page before you buy.

3. Faulty, Damaged, or Not as Described Goods (Consumer Rights Act 2015)

All goods we supply must be:

•  Of satisfactory quality

•  Fit for purpose

•  As described

If goods are faulty, damaged on arrival, or not as described:

•  Within 30 days of receipt: You can reject the item and get a full refund (including delivery costs). This is known as the short-term right to reject.

We may ask for proof of purchase (e.g., order confirmation or bank statement). We will cover reasonable costs of returning faulty items.

Important: These rights do not apply if:

•  You were told about the fault before buying.

•  You damaged the item yourself or through misuse.

•  The fault is due to normal wear and tear.

5. Refunds

•  Refunds will be issued to the original payment method.

•  We aim to process refunds as quickly as possible and within the legal time limits.

•  We do not deduct any fees unless the item has been used beyond reasonable inspection or is damaged due to your handling.

6. How to Return Items

1.  Contact us first with your order number and reason for return.

2.  Pack the item securely in its original packaging where possible.

3.  We will provide return address and instructions.

4.  We recommend using tracked postage and keeping proof of posting.

We only accept returns from the original purchaser.

7. Important Notes

•  Sale items carry the same legal rights as full-price items.

•  This policy applies to consumers in the UK.

•  We reserve the right to refuse returns that do not comply with this policy, but we will always honour your statutory rights.

If you have any questions about this policy or need help with a return, please contact our customer service team at [email] or [phone].

Thank you for shopping with Retrotreasures.co.uk