Refund and Returns Policy

Overview:

We want you to be happy with your purchase. This policy explains your options for returning items, alongside your statutory legal rights, which are unaffected by anything below.

Your legal right to cancel (14-day cooling-off period)

If you bought online or by phone, you have a legal right to cancel your order for any reason within 14 days of receiving your item(s), under the Consumer Contracts Regulations 2013. To cancel, contact us at [email protected] within this period. You’ll then need to return the item within 14 days of telling us, and we’ll refund you (excluding standard delivery costs) within 14 days of receiving the item back or evidence you’ve sent it. You are responsible for return postage costs unless the item is faulty or not as described.

Our 30-day goodwill returns policy

In addition to your legal rights, we offer a longer returns window for change-of-mind returns:

You have 30 days from delivery to return an item for a refund or exchange.
After 30 days, we’re unable to offer a refund or exchange under this goodwill policy.
To be eligible, the item must be unused (not chalked), undamaged, and in its original packaging, with proof of purchase. We’ll issue a returns reference number once your return is confirmed.
Items not in their original condition, or damaged/missing parts through no fault of ours, may be refunded at a reduced amount to reflect the loss in value.

Faulty or damaged items

If an item arrives faulty, damaged, or not as described, this is covered by your rights under the Consumer Rights Act 2015 regardless of whether it was purchased at full price or in a sale. In this case:

We’ll cover reasonable return postage costs — contact us first at [email protected] and we’ll advise on the best way to return it.
We’ll offer a repair, replacement, or refund as appropriate.

Sale items

Clearance items are excluded from our 30-day goodwill change-of-mind returns policy and cannot be returned or refunded simply for a change of mind. Faulty or damaged clearance items are always covered under your statutory rights above, and will be refunded, repaired, or replaced in the same way as full-price items.

Refunds

Once we receive and inspect your return, we’ll email you to confirm receipt and let you know whether your refund has been approved. Approved refunds are processed to your original payment method within 5–10 working days (and no later than 14 days, in line with your legal rights where applicable).

Late or missing refunds

If your refund hasn’t arrived yet:

Check your bank account again.
Contact your card issuer — refunds can take time to post officially.
Contact your bank — there’s often additional processing time.

If you’ve done all this and still haven’t received your refund, contact us at [email protected].

Exchanges

We replace items only if they’re defective or damaged. To exchange an item, email [email protected], and we’ll issue a returns reference before you send it back.

Shipping returns

Send returns to:
Britannia Cues Returns, Atlantic House, Falkland Close, Coventry CV4 8AU

For change-of-mind returns, you’re responsible for return shipping costs, which are non-refundable and will be deducted from your refund. For faulty or damaged items, contact us first, as we’ll cover reasonable return costs.

We recommend using a trackable shipping service or purchasing shipping insurance for higher-value items, as we can’t guarantee receipt of returned goods in transit.

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