Refund policy

Returns and Refunds Policy

Last updated: [date]

Thank you for shopping with Much Better Things. We want you to be happy with your order. If something isn't right, this policy explains how returns, exchanges and refunds work.

1. Your Right to Cancel and Return

You can request a return within [14/30] days of receiving your order, for any reason.

[If you sell to UK or EU customers: Under consumer law, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. If you want to cancel, tell us within that period by emailing [your email]. You must then return the goods within 14 days of telling us. Our [30]-day policy is in addition to this, not instead of it.]

To be eligible for a return:

  • The item must be [unused and in its original condition and packaging].
  • You must have your order number or proof of purchase.
  • You must contact us before sending anything back (see section 3).

2. Items That Can't Be Returned

For health, hygiene and safety reasons, we can't accept returns of:

  • Items that have been used, worn, washed or damaged by the customer (unless faulty)
  • Personal care or hygiene items once unsealed or used
  • Items returned without contacting us first
  • [Any other exclusions, e.g. clearance or final sale items, customised products]

This doesn't affect your legal rights if an item is faulty or not as described.

3. How to Start a Return

  1. Email us at [your email] with your order number, the item(s) you want to return and the reason.
  2. Include photos if the item is faulty, damaged or incorrect.
  3. We'll reply within [24-48 hours] with your return instructions and the correct return address.
  4. Pack the item securely and send it using a tracked service. Please keep your proof of postage.

Please do not send items back to the address on your parcel or to the sender's address shown on it. Our products are shipped directly from our suppliers' warehouses, so returns sent to the wrong place may be lost and can't be refunded.

4. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or not what you ordered:

  • Email us within [X, e.g. 7-14] days of delivery with your order number and clear photos of the item and the packaging.
  • We'll offer you a replacement or a full refund, whichever you prefer, subject to availability.
  • We'll cover the return shipping cost if we ask you to send the item back. In many cases we won't ask for the item back, such as low-value items where a return would cost more than the product.

5. Return Shipping Costs

  • Change of mind: you are responsible for the cost of returning the item. Original shipping costs are non-refundable [except where required by law].
  • Faulty, damaged or incorrect items: we cover return shipping costs and refund your original shipping.

We can't refund return postage costs unless we've agreed to in advance, and we can't accept responsibility for items lost in transit on their way back to us, so please use a tracked service.

6. Refunds

Once your return arrives and is inspected, we'll email you to confirm that we've received it and tell you whether your refund is approved.

  • Approved refunds go back to your original payment method.
  • Please allow [5-10] business days for the money to appear. It can take a little longer, depending on your bank or card provider.
  • If [15] business days have passed since your approval email and you haven't received your refund, check with your bank first, and then contact us.

If an item comes back in a condition that is worse than when you received it (for example, it's been used, damaged or is missing parts), we may reduce the refund to reflect the loss in value, or refuse it.

7. Exchanges

We don't offer direct exchanges. To get a different item, size or colour, return the original for a refund (if eligible) and place a new order. This is the fastest way to make sure you get what you want while stock lasts.

8. Late or Missing Refunds

If you haven't received your refund yet:

  1. Check your bank account again.
  2. Contact your card provider, as it can take some time to post.
  3. Contact your bank, as processing times vary.
  4. If you've done all of this and still haven't received your refund, email us at [your email].

9. Lost or Delayed Orders

If your order hasn't arrived, please see our Shipping Policy. If the parcel is lost or doesn't arrive within [14] business days after dispatch, contact us and we'll investigate and arrange a replacement or refund.

10. Cancelling an Order Before It Ships

We can cancel orders that haven't yet been sent to our supplier. Email [your email] with your order number as soon as possible. We process orders within 1-2 business days, so please contact us quickly. Once an order has been dispatched, it can't be cancelled, but you can return it under this policy.

11. Chargebacks

If there's a problem with your order, please contact us first so we can fix it. We'll resolve most issues quickly, and this is usually faster than a chargeback with your bank.

12. Contact Us

Questions about returns or refunds? Email [your email]. We reply within [24-48 hours], Monday to Friday. Please include your order number.