Last updated: 16 September 2026
We want you to be happy with your order from Plastic Free Refills. If something is not right, please contact us and we will do our best to resolve it promptly.
This policy applies to purchases made through our online store and does not affect your statutory consumer rights.
Changing Your Mind
If you purchase from us online, you normally have the right to cancel your order within 14 days of receiving your goods, without having to give a reason.
Please contact us within this 14-day period to tell us that you wish to cancel or return your order.
After notifying us, you have a further 14 days to send the goods back to us.
Returned products should be in their original condition and, where possible, in their original packaging. You may inspect products as you would reasonably be able to in a shop, but we may reduce the amount refunded if the value of an item has been reduced because it has been handled more than necessary.
Hygiene & Personal-Care Products
For health and hygiene reasons, certain products cannot be returned for a change-of-mind refund once their hygiene seal or sealed packaging has been opened.
This may include products such as:
- toothbrushes;
- razors and personal shaving products;
- body-care products;
- personal-care accessories; and
- other products that are supplied sealed specifically for health or hygiene protection.
This exclusion only applies where the item was supplied sealed for health or hygiene reasons and the seal has been broken after delivery.
If a hygiene product is faulty, damaged, incorrectly supplied or not as described, please contact us. Your statutory rights are not affected by this exclusion.
Damaged, Faulty or Incorrect Items
Please contact us as soon as possible if your order arrives:
- damaged;
- faulty;
- leaking or unusable;
- with an incorrect product;
- with an incorrect variant or size; or
- materially different from its description.
Where appropriate, we will arrange a replacement, refund or other suitable remedy.
We may ask you to provide photographs of the product, packaging and shipping label so that we can investigate the problem.
You will not be expected to pay return postage for goods that are faulty, damaged or incorrectly supplied. Where a return is required, we will provide return instructions or reimburse reasonable return postage costs.
Return Postage for Change-of-Mind Returns
If you are returning an item simply because you have changed your mind, you are responsible for the direct cost of returning it to us.
We recommend obtaining proof of postage and using an appropriate tracked service where the value of the parcel makes this sensible.
Please package returned goods securely. Until the goods are received by us, responsibility for safely returning them remains with you.
Do not send a return until you have contacted us and received the appropriate return instructions.
Original Delivery Charges
For eligible cancelled online orders, we will refund the cost of our standard delivery option where required by law.
If you chose a more expensive or upgraded delivery service, we are not required to refund the additional amount paid above the cost of standard delivery.
Refunds
Once we receive your returned goods, or satisfactory evidence that you have returned them where applicable, we will process an eligible refund without undue delay and normally within 14 days.
Refunds will normally be made to the original payment method used for the order.
Your bank, card provider or payment service may take additional time to show the refund in your account after it has been processed by us.
Products That Cannot Normally Be Returned for Change of Mind
In addition to opened sealed hygiene products, some products may be exempt from the normal change-of-mind cancellation right where UK consumer law allows, including:
- personalised or custom-made goods;
- goods liable to deteriorate or expire rapidly; and
- goods that have become inseparably mixed with other products after delivery.
These exclusions do not remove your rights where an item is faulty, damaged, not as described or incorrectly supplied.
Refills, Liquids & Cleaning Products
Please ensure refill products, liquids and cleaning products are packaged securely when being returned.
Where a product has been opened, used or handled beyond what would reasonably be necessary to inspect it, we may make an appropriate deduction from the refund where permitted by law.
If a refill or liquid product arrives leaking or damaged, please contact us before disposing of the product or packaging where reasonably possible.
How to Request a Return
Please contact us before returning anything and include:
- your name;
- order number;
- the product you wish to return;
- the reason for the return; and
- photographs if the item is damaged, faulty or incorrect.
Plastic Free Refills
Email: wozniakjozef92@gmail.com
Telephone: +44 74 1170 7070
Address: 64 Swindon Road, Horsham, RH12 2HQ, United Kingdom
We will reply with the appropriate return instructions.
Your Statutory Rights
Nothing in this Returns & Refund Policy limits or excludes any rights you have under UK consumer law.
Goods sold by Plastic Free Refills must be as described, of satisfactory quality and fit for their intended purpose. Where goods do not meet these requirements, you may have legal rights to a refund, repair or replacement.