RETURNS AND REFUNDS POLICY

1. Overview

We want returns to be handled fairly and in accordance with UK consumer law.

This policy covers:

• change-of-mind returns;
• faulty or damaged goods;
• incorrect products;
• refunds; and
• exchanges.

2. Change-of-Mind Returns

For most products purchased online, you may notify us that you wish to cancel within 14 days after receiving the goods.

You then normally have a further 14 days to return them.

To begin a return, email:

customerservice@charlieandolivia.co.uk

Include:

• your full name;
• order number;
• product being returned; and
• reason for contacting us.

You do not need to give a reason for a valid statutory cancellation.

3. Return Authorisation

You must contact us before sending a return.

We will provide:

• the appropriate returns address;
• any required return reference;
• packaging instructions; and
• information about who pays the return cost.

Because we use multiple dropshipping suppliers, there is not necessarily one returns address for every product.

Do not return an item to the address printed on the original parcel unless we confirm that address in writing.

4. Condition of Returned Products

You may inspect a product as you would reasonably inspect it in a shop.

Where possible, return products with:

• original packaging;
• manuals;
• accessories;
• labels; and
• any free items supplied with the product.

Missing packaging alone does not automatically remove statutory rights. However, excessive handling or missing components may reduce the value of a change-of-mind refund where the law permits.

5. Products That Cannot Usually Be Returned for Change of Mind

Change-of-mind returns may be unavailable for:

• personalised goods;
• made-to-order goods;
• goods made to your specification;
• unsealed hygiene-sensitive goods;
• perishable goods;
• unsealed software, audio or video products;
• goods mixed inseparably with another item; and
• other legally excluded products.

Faulty-product rights still apply.

6. Faulty or Damaged Products

Contact us if an item:

• arrives damaged;
• is faulty;
• is unsafe;
• is not as described; 
• has missing parts; or
• is the wrong item.

Please contact us as soon as reasonably possible and provide photographs or videos where practical.

We may offer, depending on your rights and the circumstances:

• a refund;
• replacement;
• repair;
• missing part; or
• price reduction.

7. Incorrect Products

If we send the wrong item, contact us before returning it.

We will provide an appropriate solution and cover reasonable return costs where a return is required.

8. Return Shipping Costs

Change of mind

You normally pay the direct return cost.

Faulty, damaged, incorrect or misdescribed goods

We will cover reasonable return costs or provide another suitable return method where we are legally responsible.

Do not use an unusually expensive return service unless we approve it.

9. Proof of Return

Keep:

• your postage receipt;
• tracking number;
• courier confirmation; and
• photographs of the parcel where appropriate.

We may ask for this evidence if the parcel is lost during return shipping.

10. Exchanges

We may offer exchanges where stock is available.

Because suppliers and warehouse locations vary, it may sometimes be quicker to:

• refund the original item; and
• ask you to place a new order.

An exchange does not reduce your statutory rights.

11. Refund Amounts

A valid full-order cancellation normally includes:

• the product price; and
• the cost of our standard delivery option.

Additional express or premium delivery costs are not normally refundable beyond the standard-delivery amount.

We may reduce a change-of-mind refund for diminished value caused by excessive handling.

12. Refund Method

Refunds are normally issued to the original payment method.

We will not ordinarily refund to a different account unless legally appropriate and agreed.

13. Refund Timescale

We aim to issue an approved refund without undue delay and within the legally required period.

For returned goods, this is normally within 14 days after:

• receiving the goods; or
• receiving evidence that they were sent back,

whichever occurs first.

14. Sale Items

Sale and discounted products have the same statutory rights as full-price products.

15. Gifts

Where a product was purchased as a gift, the refund will normally be made to the original purchaser and original payment method.

16. Chargebacks

Please contact us before raising a payment dispute so we have an opportunity to resolve the issue.

This does not remove your right to contact your bank or card provider.

Fraudulent or dishonest chargebacks may be challenged using order, delivery and communication evidence.

17. Returns Contact

Email: customerservice@charlieandolivia.co.uk
Returns address: Contact us first. Do not send returns without written instructions.