Refund policy

We want you to be happy with your order from Plastic Free Refills. This policy explains how cancellations, returns and refunds work for purchases made through our online store. Nothing in this policy limits your statutory rights under UK consumer law.

Changing your mind about an online order

If you are a consumer buying online, you can normally cancel your order without giving a reason within 14 days after the day you receive the goods.

To cancel, email info@plasticfreerefills.co.uk with your name, order number and the items you wish to return. You then have a further 14 days to send the goods back to us.

Please contact us before returning anything so we can confirm the appropriate return address and instructions.

Condition of returned goods

You may inspect goods in the same way you reasonably could in a shop. Please keep products, packaging and accessories in good condition while deciding whether to keep them.

Where permitted by law, we may reduce a refund to reflect any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Return postage for change-of-mind returns

Unless we agree otherwise, you are responsible for the direct cost of returning goods when you have simply changed your mind. We recommend using a tracked service and keeping proof of postage.

Where required by law, we will also refund the basic or standard delivery charge you paid for the original order. Any additional amount paid for a premium or upgraded delivery method is not refundable beyond the cost of our standard delivery option.

Items that may not qualify for change-of-mind cancellation

Statutory cancellation rights do not apply to certain goods. Depending on the product, this can include:

goods made to your specification or clearly personalised;

goods that are liable to deteriorate or expire rapidly; and

sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken.

If you are unsure whether an item can be returned, contact us before opening or using it. These exclusions do not affect your rights if an item is faulty, damaged, not as described or otherwise does not meet your legal rights.

Faulty, damaged, incorrect or not-as-described goods

If an item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible at info@plasticfreerefills.co.uk. Photos of damage or incorrect items can help us resolve the issue more quickly, but do not remove your statutory rights.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Depending on the circumstances, you may be entitled to a refund, repair or replacement, including the short-term right to reject qualifying faulty goods within 30 days.

Where goods are faulty, damaged, incorrect or not as described, we will cover reasonable return costs where required by law.

Refund timing

For a valid change-of-mind cancellation, we will issue the refund without undue delay and no later than 14 days after we receive the returned goods, or after you provide evidence that you have sent them back, whichever applies under the law.

Refunds are normally made to the original payment method. Your bank or payment provider may take additional time to show the refund in your account.

Orders cancelled before dispatch

If you contact us before an order has been dispatched, we will try to cancel it before shipment and refund it to the original payment method. If it has already been dispatched, the normal return process will apply.

Local delivery and collection orders

Online orders placed for local delivery or collection are still subject to applicable consumer rights. If you wish to cancel an eligible online order after collection or delivery, please follow the cancellation process above.

Exchanges

We do not guarantee direct exchanges. Where appropriate, the simplest option may be to return the eligible item for a refund and place a new order.

How to contact us

Email: info@plasticfreerefills.co.uk

Phone: +44 74 1170 7070

Correspondence address: Commo Ground Crawley rd Horsham, RH12 4ET, United Kingdom

Model cancellation form

You may use the following wording if you wish, although you do not have to use this form:

To: Plastic Free Refills, email info@plasticfreerefills.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods:

Order number:

Goods:

Ordered on / received on:

Customer name:

Customer address:

Date: