Refund and Returns Policy

We want you to be happy with your purchase. This policy explains how returns, cancellations and refunds are handled by Store123.co.uk (“Store123”, “we”, “us” or “our”).

14-day return policy

For most eligible, non-personalised products, you may request a return within 30 days of receiving your order.

To qualify for a return under our 14-day policy, the item should be in the same condition in which you received it, unworn or unused, with any tags attached and in its original packaging where reasonably possible. You will also need your order number or other proof of purchase.

Nothing in this policy affects your statutory rights.

How to request a return

To request a return, please contact us at info@store123.co.uk and provide:

• Your order number

• The item you wish to return

• The reason for the return

• Photographs where the item is faulty, damaged or incorrect

Please do not send an item back without contacting us first.

Store123 works with several carefully selected suppliers, so return addresses can vary depending on the product. If your return is accepted, we will provide instructions explaining how and where the item should be returned.

Please do not return an item to the address shown on its original parcel unless we have specifically instructed you to use that address. Items returned without first contacting us may be delayed or may not reach the correct return location.

Any arrangements between Store123 and its suppliers will not affect your statutory rights.

Change-of-mind returns

For eligible products returned because you have changed your mind, you are responsible for arranging and paying the return postage unless we agree otherwise.

We strongly recommend using a tracked postal or delivery service and retaining proof of postage. Store123 cannot be responsible for a return parcel until it has been received at the return address we provided.

We do not charge customers a restocking fee.

Where you exercise a statutory right to cancel an eligible online purchase, you must normally tell us within 14 days of receiving the goods. You then normally have a further 14 days to return them. Our 14-day return policy gives customers additional time to request a return for eligible products, subject to the conditions stated in this policy.

Customers may examine an item as they reasonably would in a shop. We may make a lawful deduction from a refund if unnecessary handling has reduced the item’s value.

Faulty, damaged, incorrect or misdescribed items

Please inspect your order when it arrives. Contact us as soon as reasonably possible if an item is faulty, damaged, incorrect or not as described so that we can investigate and put things right.

Please provide your order number and, where possible, clear photographs showing the problem and the packaging.

Where an item is faulty, damaged, incorrect or not as described, Store123 will provide appropriate return instructions and cover reasonable return costs where required. Depending on the circumstances and your legal rights, we may offer a repair, replacement, price reduction or refund.

A supplier’s internal return decision does not remove or restrict your statutory rights against Store123.

Personalised and custom-made products

Products made to your specifications or clearly personalised—including personalised cards and personalised gifts—cannot normally be returned merely because you have changed your mind.

This exception does not affect your rights where an item is faulty, damaged, incorrect or not as described.

A standard product is not treated as personalised merely because it is produced or dispatched after you place your order.

Other non-returnable products

Change-of-mind returns cannot normally be accepted for:

• Goods liable to deteriorate or expire rapidly, including fresh flowers, plants and certain food products

• Products made to your specifications or clearly personalised

• Sealed goods that are unsuitable for return for health-protection or hygiene reasons after the seal has been broken

• Gift cards

Please contact us before purchasing if you are uncertain whether a product is eligible for a change-of-mind return.

These exceptions do not affect your legal rights if an item is faulty, damaged, incorrect or not as described.

Sale items

Sale or discounted items receive the same applicable statutory rights as full-price items. Eligible non-personalised sale items are covered by our return policy unless a lawful exception described above applies.

Exchanges

We do not currently offer direct exchanges.

The fastest way to obtain a different item is to return the original eligible item. Once the return has been accepted, you can place a separate order for the replacement item.

Refunds

We will notify you after the returned item has been received and inspected and tell you whether the refund has been approved.

Approved refunds will be issued to the original payment method. We aim to process approved refunds within 10 business days. Your bank or card provider may require additional time to display the refund in your account.

Where legislation requires an earlier deadline, we will process the refund within that applicable deadline.

For eligible statutory cancellations, we will also refund the basic cost of standard outbound delivery. If you selected a more expensive delivery service, such as express delivery, we are not required to refund the additional amount above the standard delivery cost.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact info@store123.co.uk.

Contact us

For questions about returns, cancellations or refunds, contact:

Email: info@store123.co.uk
Website: https://store123.co.uk