Returns, Refunds and Cancellations Policy

Last updated: 24 June 2026.

About this policy

Shop with confidence at RedoutableShop.

This policy explains how to cancel an order, return an item, report a faulty or damaged product, request a refund, and contact us if something goes wrong.

This policy applies to consumer purchases made through the RedoutableShop website. It should be read together with our Terms and Conditions, Shipping and Delivery Policy and Privacy Policy.

Nothing in this policy excludes, restricts or replaces any rights or remedies available to you under applicable consumer law.

About RedoutableShop and our fulfilment model

RedoutableShop is operated by REDOUTABLE LIMITED, a company registered in England and Wales.

We operate a hybrid retail and fulfilment model.

In-house and workshop items: Selected products may be handcrafted, finished, quality-checked, stored or dispatched from our facilities in the United Kingdom.
Partner and supplier items: Other products may be manufactured, stored or dispatched directly by vetted domestic or international suppliers and logistics partners.
Products from the same order may therefore be dispatched from different locations, arrive in separate parcels, have different delivery estimates, and require return to different authorised return locations.
Regardless of which facility or partner fulfils an order, your contract of sale is with REDOUTABLE LIMITED unless we clearly state otherwise before you place your order. We remain responsible for administering your cancellation, return, refund and statutory consumer rights.

Depending on the circumstances, you may be entitled to cancel most online purchases, return eligible unwanted products, reject qualifying faulty goods, request a repair or replacement, receive a price reduction or final refund, or receive an appropriate remedy for damaged, incorrect, misdescribed, incomplete or lost items.

Different rules apply to statutory cancellations, goodwill returns and faulty-goods claims.

Cancel most online purchases within the statutory cancellation period.
Return eligible unwanted products under our extended 30-day returns policy.
Reject qualifying faulty goods within 30 days.
Request a repair or replacement after the initial 30-day faulty-goods period.
Receive a price reduction or final refund where a repair or replacement is unavailable, unsuccessful or cannot be completed within a reasonable time.
Receive an appropriate remedy where an item is damaged, incorrect, misdescribed, incomplete or lost in transit.

Cancelling an order before dispatch

We will try to stop the order, but cancellation before dispatch cannot be guaranteed once processing or fulfilment has begun.

Because products may be processed automatically or fulfilled by different partners, an order may already have entered the fulfilment process even if you have not yet received a dispatch email.

If we cannot stop the shipment, you may use the applicable cancellation or return procedure after delivery.

Please do not refuse a delivery or return an item to the address shown on the parcel unless we have instructed you to do so. Unauthorised refusals or returns may delay the refund process.

Statutory cancellation rights

For most goods purchased online, UK consumers have the right to cancel without giving a reason.

Notify us of your decision to cancel no later than 14 days after you receive the goods, a person nominated by you receives the goods, or, for an order delivered in multiple instalments, you receive the final item or final instalment where the items form part of one order covered by the same cancellation right.
You may notify us by email or by any other clear written statement identifying your decision to cancel.
After notifying us, you must send the goods back no later than 14 days after the date on which you communicated your cancellation.

Refund following a statutory cancellation

Where the statutory cancellation right applies, we will refund the purchase price of the cancelled goods and the cost of our least expensive standard delivery option offered for the order.

If you selected enhanced, express or premium delivery, we are not required to refund the amount exceeding the cost of standard delivery.

We may withhold the refund until we receive the returned goods or you provide evidence that you sent the goods back, whichever occurs first.
Once the applicable refund conditions have been met, we will issue the refund without undue delay and within the legally required period.

Cost of returning cancelled goods

Unless the goods are faulty, damaged, incorrect or misdescribed, you will normally be responsible for the direct cost of returning goods cancelled under the statutory cancellation right, provided we informed you of that responsibility before the contract was made.

We will inform you of the authorised return address and available return options.

Handling and diminished value

You may inspect a product as you reasonably would in a physical shop to establish its nature, characteristics and functioning.

We may reduce the refund to reflect any diminished value caused by handling beyond what was reasonably necessary for that inspection.

Any deduction will be reasonable, evidence-based and explained to you.

The absence of original packaging does not automatically remove your statutory cancellation rights, although missing or damaged packaging may be relevant where it has caused a genuine reduction in the product’s value.

Wearing an item for longer than necessary to try it on.
Washing, altering or soiling a product.
Removing protective components where removal was unnecessary.
Using a product beyond a reasonable inspection.
Returning an item incomplete or damaged through avoidable handling.

Extended 30-day change-of-mind returns

Where eligible, items may be returned within 30 days of delivery for a change of mind, subject to the item remaining in a resaleable condition.

To qualify under this extended policy, the item should be unused except for reasonable inspection, unworn other than being tried on, unwashed and unaltered, complete with accessories, manuals and components, returned with tags attached where reasonably possible, and returned in its original product packaging where reasonably possible.

Proof of purchase is required.

Where your return qualifies as a statutory cancellation, your statutory rights apply, including any entitlement to reimbursement of the standard outbound delivery charge.
For an eligible goodwill return requested after the statutory cancellation period but within 30 days after delivery, we will refund the price paid for the returned product, the original delivery charge will not normally be refunded, you will be responsible for return shipping, and the return must meet the conditions of this extended policy.
We may reject or reduce a goodwill refund where the product is used, incomplete, damaged, altered or not returned in a resaleable condition.
This extended policy does not limit any separate rights relating to faulty, misdescribed or unfit goods.

Excluded products

The statutory right to cancel or our extended goodwill policy may not apply to certain products where allowed by law.

Products made to your specifications or clearly personalised.
Goods liable to deteriorate or expire rapidly.
Sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed.
Sealed audio, video or computer software products once unsealed.
Newspapers, periodicals or magazines, except subscription contracts.
Goods that have become inseparably mixed with other items after delivery.
Alcoholic beverages in circumstances covered by the applicable statutory exception.
Services that have been fully performed after you expressly requested early performance and acknowledged the effect on your cancellation right.
Digital content supplied without a tangible medium where supply began after the required express consent and acknowledgement.

Faulty, damaged or incorrect goods

If a product is faulty, damaged, unsafe, incorrect, incomplete or materially different from its description, contact us promptly and we will provide the appropriate remedy.

Products must be of satisfactory quality, fit for their intended or agreed purpose, and as described.

You may be entitled to a refund, repair, replacement, or price reduction depending on the circumstances.
Faults appearing within six months are generally presumed to have existed at delivery unless proven otherwise.
After six months, you may be required to show that the problem was present when the product was supplied.
Where an item is faulty, damaged, incorrect, misdescribed or otherwise does not conform to the contract, we will provide an appropriate return method or reimburse reasonable and necessary return costs.

Reporting problems and requests

Contact us if you received the wrong product, the size, colour or variation differs from your order, an item or accessory is missing, you received another customer’s order, or an unauthorised substitution was made.

We may request photographs of the parcel, shipping label, product and contents to help us investigate.

Where we made an error, we will provide an appropriate remedy, such as supplying the correct or missing item, arranging a return, or issuing a full or partial refund.

Do not use, dispose of or return an incorrectly supplied item until we have provided instructions, except where retaining it would be unsafe.

Reporting transit damage

Please inspect your order as soon as reasonably possible after delivery.

If the parcel or product appears damaged, photograph the outer packaging, shipping label, product and all contents, retain the packaging while we investigate, and contact us promptly with your order number.

Reporting damage within 48 hours helps us investigate with the carrier and fulfilment partner, although the 48-hour request does not remove or reduce any statutory rights you may have if you contact us later.

Missing parcels and non-delivery

Before contacting us, please check the delivery address entered at checkout, tracking updates, safe places around the delivery address, whether another household member accepted the parcel, building reception or mailroom records, and any delivery card or carrier message.

Where the goods are confirmed lost or were not validly delivered to you or a person you nominated, we will provide an appropriate remedy, which may include replacement or refund.

Split shipments and partially delivered orders

An order may be supplied in more than one parcel.

A dispatch confirmation may list which products have been shipped, the fulfilment location, the carrier, tracking information, and whether additional parcels remain outstanding.

Please do not report an entire order missing until you have checked whether it was divided into separate shipments.

You may return individual eligible products without returning the entire order, unless the products were sold as an indivisible set or bundle.

How to request a return or refund

Email info@redoutableshop.com and provide your full name, order number, the product you wish to return, the reason for your request, whether you are requesting cancellation, refund, repair, replacement or exchange, photographs or video where the product is damaged, faulty, incorrect or incomplete, and any relevant tracking or delivery information.

We will review the request and provide, where appropriate, a return reference, authorised return address, packaging instructions, a prepaid label or reimbursement instructions where we are responsible for return costs, and information about the next steps.

A return reference helps us identify and process the parcel, but failure to obtain one does not invalidate a properly exercised statutory right.

Return-address instructions

Do not return goods without first obtaining return instructions from us.

Depending on where the product was fulfilled, the authorised return address may be a UK return facility, our workshop or fulfilment facility, a domestic logistics partner, an international supplier facility, or another designated returns centre.

Do not send returns to our registered office, the administrative correspondence address, an address printed on the original parcel, the carrier’s depot, or a supplier whose details you found independently unless we expressly authorise that address in writing.

Sending goods to an unauthorised address may delay processing and could create additional costs. This does not remove any statutory rights, but you may be responsible for avoidable costs resulting from ignoring clear return instructions.

Packing and sending your return

Please package the product securely, include all components and accessories, remove or cover old shipping labels, include the return reference where one has been issued, use the return method we provide or approve, and retain proof of postage until the return is resolved.

If you arrange the return yourself, use a tracked service appropriate to the product’s value.

You remain responsible for goods during a customer-arranged change-of-mind return until they are delivered to the authorised return location, unless we arrange collection or provide a return service under which risk is assumed by us or the carrier acting on our behalf.

Refund processing

Approved refunds will be issued to the original payment method unless the original method is unavailable, the payment provider requires another method, the order was paid partly by gift card, store credit or promotional credit, or we expressly agree another lawful method with you.

We will not require you to accept store credit instead of a monetary refund where you are legally entitled to a monetary refund.

Once issued, a refund may take additional time to appear depending on your bank, card issuer, payment processor and country. Typical banking processing times are separate from the date on which we issue the refund.

We will provide confirmation when the refund has been submitted.

Partial refunds and lawful deductions

A partial refund may be appropriate where only part of an order is returned, only part of a bundled product is affected, you agree to retain a product with a minor defect, a lawful deduction for diminished value applies, a final rejection occurs in circumstances where a usage deduction is permitted by law, or a promotional discount must be recalculated because the qualifying conditions are no longer met.

We will explain the basis and calculation of any deduction.

We will not impose an arbitrary restocking fee on a valid statutory cancellation or faulty-goods remedy.

Returnless refunds and disposal instructions

In some cases, we may decide that returning a product is unnecessary, unsafe, environmentally disproportionate or uneconomical.

We may then offer a refund without return, a replacement without return, a replacement component, a partial refund, or instructions for safe disposal, recycling or donation.

A returnless refund is determined case by case. Unless required by law, it is not an automatic entitlement.

Do not dispose of a product while a claim is being assessed unless we authorise you to do so or retaining it would create a safety risk.

Exchanges

We may be able to exchange an eligible item for another size, colour or variation, subject to availability and fulfilment location.

Because items may be supplied by different partners, a direct exchange is not always operationally possible. We may instead ask you to return the original product and place a new order for the replacement product.

We will not require you to place a new order as a condition of receiving a statutory remedy for faulty, damaged, incorrect or misdescribed goods.

Any price difference and applicable delivery charge for a voluntary exchange will be explained before it is processed.

Promotions, sets and gifts

Where a discount, free gift or promotional benefit depended on purchasing multiple products, returning part of the order may affect the promotion.

Products sold as a matched, indivisible set may need to be returned together unless only one component is faulty and another remedy is appropriate.

We may ask you to return the free promotional item.
We may deduct its reasonable value if you retain it after returning the qualifying product.
We may recalculate a multi-buy or bundle discount if a returned item changes the qualifying conditions.

Gift cards and store credit

Gift cards and store credit are governed by the terms disclosed when they are issued or purchased.

Where a refund relates to an order paid using a gift card, store credit, a promotional balance, or more than one payment method, the refund will normally be allocated back to those methods in the same proportions or order in which they were used, subject to applicable law and payment-system requirements.

This section does not remove any mandatory cancellation or consumer rights that apply to the purchase of a gift card or voucher.

International customers

We sell to customers in multiple countries.

Mandatory consumer rights in your country or region may apply in addition to, or instead of, parts of this policy.

Nothing in this policy is intended to remove rights that cannot lawfully be excluded.

International returns

International return arrangements depend on the product, the fulfilment location, the reason for return, available local return facilities, carrier restrictions, and applicable consumer law.

Duties, taxes and import charges

Customs duties, import taxes, brokerage charges and similar government-imposed amounts may be collected by us at checkout, by the carrier, or directly by the destination authority.

Where these charges were collected by us as part of the transaction and must legally be refunded, we will refund them accordingly.

Where charges were paid directly to a carrier, customs authority or another third party, you may need to apply to that party for reimbursement.

We cannot guarantee that customs authorities will refund duties or taxes following a voluntary return.

This section does not affect our responsibility where an order was faulty, incorrect, misdescribed, not delivered, or where we failed to provide legally required information.

Products not normally returned by post

Where we are legally responsible for the return, we will provide reasonable collection or specialist return arrangements where necessary.

Do not independently ship batteries, liquids, aerosols, sharp objects or regulated goods without confirming the carrier’s requirements.

Product safety and recalls

Stop using a product immediately if you believe it is unsafe.

Contact us and provide your order number, the product name, photographs of the product and labels, batch, serial or model information where available, and a description of the safety concern.

Where a product is subject to a safety notice or recall, we will provide the applicable instructions and remedy. Do not return a suspected unsafe product through ordinary post unless we confirm that it is safe and lawful to do so.

Chargebacks, payment disputes and fraud prevention

Please contact us first if you believe a transaction or refund is incorrect. We will try to resolve the matter promptly.

Nothing in this policy prevents you from exercising any lawful right to contact your card issuer, use a payment-provider dispute procedure, seek a chargeback, exercise rights under section 75 of the Consumer Credit Act 1974 where applicable, or contact a consumer-protection or dispute-resolution body.

Where a payment dispute is opened, we may provide the payment provider with relevant transaction records, tracking details, policy disclosures and communications.

Fraudulent returns, fabricated non-delivery claims, deliberate product substitution and abuse of payment-dispute procedures may be investigated and reported where appropriate. This does not affect legitimate consumer claims.

Complaints

If you are dissatisfied with how we handled a cancellation, return or refund, email info@redoutableshop.com and include your order number, a summary of the issue, the outcome you are seeking, and copies of relevant communications or evidence.

Please use the subject line ‘Formal Complaint – Order [order number]’.

We will acknowledge and investigate the complaint and aim to provide a substantive response within a reasonable period.

Information about any applicable alternative dispute-resolution provider or platform will be provided where we are legally required or have agreed to use one.

Proof of purchase

We may request reasonable proof that the product was purchased from us.

Acceptable evidence may include an order confirmation, receipt, account order history, payment record, delivery documentation, or other evidence linking the product to the transaction.

A paper receipt is not the only acceptable form of proof.

Changes to this policy

We may update this policy to reflect changes in law or regulatory guidance, our products, fulfilment arrangements, carriers, payment systems, or customer-service processes.

The revised version will be published on this page with a new ‘Last updated’ date.

Unless a change is required by law, it will not retrospectively reduce rights that applied when you placed your order.

Contact details

REDOUTABLE LIMITED, trading as RedoutableShop.

Flat 1, 99 Ashley Road, Walton-on-Thames, England, KT12 1HH.

Company number: 17304682.

Customer support: info@redoutableshop.com.

Website: redoutableshop.com.

Customer-service hours: Monday to Friday, 9:00 a.m. to 5:00 p.m. UK time, excluding public holidays.

Our registered office is not a customer returns centre. Do not send products to this address unless we expressly authorise you to do so.

Statutory rights

Nothing in this Returns, Refunds and Cancellations Policy excludes, restricts or otherwise affects any statutory rights or remedies that cannot legally be excluded or restricted.