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Refund Policy

Refund Policy

Last updated: 25 May 2026

We want you to be completely happy with your purchase from RetailsSupp. If you are not, here is how refunds work — all in line with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Your right to a full refund

  • You cancel within 14 days of receiving your order (the statutory cooling-off period) and return the item in unused, resalable condition.
  • Your order arrives damaged, defective, or not as described — within 30 days of delivery you have a short-term right to reject.
  • We cannot fulfil your order (item out of stock after purchase, pricing error, etc.).
  • Your order has not arrived within 30 days and we cannot confirm dispatch.

How to request a refund

  1. Email returns@retailssupp.com with your order number and reason.
  2. We will send return instructions within 1 working day, including the return address.
  3. Return the item using a tracked service. Keep the proof of postage.
  4. Once we receive and inspect the goods (usually within 2 working days) we issue the refund.

Refund timing

We process refunds within 14 days of receiving the returned goods (or, if you cancelled before receipt, within 14 days of cancellation). Refunds are issued to the original payment method. Stripe typically credits within 5–10 business days depending on your bank.

Return shipping costs

  • Item faulty / damaged / not as described — we cover the return cost.
  • Change of mind within 14 days — you cover the return cost.
  • Original delivery charge — refunded in full unless you chose an upgraded delivery option (in which case we refund the equivalent standard rate).

Items that cannot be refunded

Under Regulation 28 of the Consumer Contracts Regulations 2013, the right to cancel does not apply to:

  • Custom-made or personalised items
  • Sealed hygiene items that have been unsealed
  • Items that are inseparably mixed with other items after delivery

Standard furniture accessories sold on this site do carry full cancellation rights.

Reduction in refund

If you have handled the item more than was necessary to establish its nature, characteristics and functioning, we may reduce your refund to reflect any diminished value (Regulation 34(9), CCR 2013).

Questions

Email returns@retailssupp.com or call 01856 850177 during Monday–Friday 09:00–17:00 GMT (excluding UK bank holidays).