Returns Policy
Last updated: 25 May 2026
We accept returns on most items within 30 days of delivery. This sits alongside (and goes beyond) your 14-day statutory cooling-off period.
Return window
| Reason | Window | Who pays return postage |
|---|---|---|
| Change of mind | 14 days from delivery | Customer |
| Faulty or damaged | 30 days from delivery (short-term right to reject) | RetailsSupp |
| Not as described | 30 days | RetailsSupp |
| Manufacturer defect appearing after 30 days | Up to 6 months | Case-by-case (CRA 2015 final right to reject / repair / replace) |
Condition of returned items
- Unused and in their original packaging where possible
- Complete with all parts, fittings and instructions
- Free of pet hair, odour and visible wear (for change-of-mind returns)
How to return an item
- Email returns@retailssupp.com with your order number, item name and reason.
- We’ll reply within 1 working day with the return address and (where applicable) a prepaid label.
- Pack the item securely. We recommend using the original packaging.
- Send via a tracked service. Untracked returns are at your risk until we receive them.
Return address
Returns Department
J & S Allan
33 N End Rd, Stromness, Orkney Islands KW16 3AG, United Kingdom
Please do not return items without contacting us first — unauthorised returns may be delayed or refused.
Exchanges
We do not currently offer direct exchanges. If you want a different size or colour, please return the original for a refund and place a new order.
Refusing delivery
If you refuse delivery without contacting us first, the courier will return the parcel and we will refund the item price (minus any return-shipping costs charged to us).
Lost in transit
If a return is lost in transit, we will work with the courier to trace it. If it cannot be located within 30 days of dispatch, we will issue the refund on production of proof of postage.