Thank you for shopping with Take Your Goods. We want you to feel confident when ordering from our Website. This Refund Policy explains your rights and our procedures regarding returns, refunds, replacements, cancellations, damaged goods, faulty goods, and non-returnable items purchased through takeyourgoods.co.uk.

This Refund Policy should be read together with our Terms & Conditions, Shipping Policy, and Privacy Policy.

1. Who We Are

This Website is operated by:

Colchester LTD
Company Number: 16113808
Registered Office: Dept 6898, 126 East Ferry Road, Canary Wharf, London, England, E14 9FP
United Kingdom
Email: info@takeyourgoods.co.uk
Phone: +44 7463 593812

2. General Return Eligibility

We hope you are happy with your order. However, if you are not completely satisfied with your purchase, you may be eligible to return it to us in accordance with this Refund Policy.

As a general rule, returned items must:

• be returned within the applicable return window described below;
• be unused or only handled as reasonably necessary to inspect them;
• be returned in their original condition;
• include original packaging, accessories, manuals, inserts, and tags where applicable;
• not show signs of misuse, accidental damage, improper installation, or abnormal handling;
• be accompanied by sufficient order information so that we can identify the purchase.

We reserve the right to refuse a return or reduce any refund where the value of the goods has been diminished by handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the goods.

3. Standard Return Period

Unless a longer period is required by applicable law or stated otherwise on the product page, you may request a return within 30 days of the purchase date. Your current Refund Policy already states that returns must be postmarked within thirty (30) days of purchase and that items must be unused, in original condition, and include original tags and packaging.

Where applicable consumer law gives you stronger rights, those rights will continue to apply.

4. UK Consumer Cancellation Rights

If you are a consumer purchasing from the United Kingdom or another jurisdiction with mandatory consumer cancellation rights, you may in some cases have a legal right to cancel your order within a statutory cooling-off period for distance purchases.

This right may be subject to exceptions, including but not limited to:

• goods made to your specifications or clearly personalised;
• sealed goods not suitable for return for health protection or hygiene reasons once unsealed;
• goods that become inseparably mixed with other items after delivery;
• sealed audio, video, or software products that have been unsealed after delivery, where permitted by law;
• any other products excluded from cancellation rights under applicable law.

If you wish to exercise a legal cancellation right, please contact us promptly at info@takeyourgoods.co.uk and include your order number and request details.

5. Return Process

Your current Website states that customers should locate the prepaid return label included in the parcel, arrange DHL pickup, and contact support if the label is missing. It also states that returns should be sent back to the original warehouse address used for shipment.

To make the process clearer for customers, the return process should operate as follows:

Step 1: Contact Us or Prepare the Return

Please email info@takeyourgoods.co.uk with:

• your full name;
• order number;
• item(s) you wish to return;
• reason for return;
• photos, if the item is damaged, faulty, incorrect, or incomplete.

This helps us review the request quickly and provide any additional return instructions if needed.

Step 2: Use the Return Label Where Provided

If a prepaid return label is included in your parcel, please use that label unless we instruct otherwise. If no return label is included, or it has been lost or damaged, contact us and we will advise you on the next step.

Step 3: Arrange Return Shipment

Where our return instructions specify DHL or another courier arrangement, please follow the instructions provided. Where collection is available, we may arrange pickup. In other cases, we may ask you to send the item back using an approved tracked service.

Step 4: Package the Item Properly

Please ensure that returned items are securely packed to reduce the risk of damage in transit. Items should include all accessories, manuals, parts, promotional items bundled with the order where relevant, and original packaging where reasonably possible.

Step 5: Inspection on Receipt

Once the returned item reaches us, we will inspect it to confirm eligibility for refund, replacement, repair, store credit, or other appropriate resolution.

6. Return Shipping Costs

If you are returning an item because:

• it is faulty;
• it arrived damaged;
• it is incorrect;
• it is missing parts due to our error; or
• the return is otherwise required under applicable consumer law,

we may cover the reasonable return shipping cost or provide a return label, depending on the circumstances.

If you are returning an item because you changed your mind, ordered the wrong product, no longer need the product, or the product is unsuitable for your preferences despite matching the description, return shipping costs may be your responsibility unless we expressly state otherwise.

Any original shipping charge paid at checkout may be refundable only where required by law or where the return is caused by our error.

7. Damaged, Faulty, or Incorrect Items

Your current Refund Policy already states that customers should contact support if an item arrives damaged or defective.

If your item:

• arrives damaged;
• is defective;
• develops a fault within an applicable legal guarantee period;
• is materially different from its description; or
• is not the item you ordered,

please contact us as soon as possible at info@takeyourgoods.co.uk.

To help us resolve the issue efficiently, please include:

• your order number;
• a description of the issue;
• clear photographs of the item, packaging, and shipping label where relevant;
• a description of whether you prefer a refund, replacement, or other resolution.

Depending on the circumstances and your legal rights, we may offer:

• a full refund;
• a replacement item;
• a repair, where appropriate;
• a partial refund;
• another fair resolution consistent with consumer law.

We may ask you to return the faulty or incorrect goods before issuing a final refund or replacement, unless this is unnecessary or unreasonable.

8. Inspection and Approval of Returns

All returned items are subject to inspection once received.

We reserve the right to decline a full refund if:

• the returned product is not the item originally supplied;
• the item has been used beyond normal inspection;
• the product is returned damaged due to inadequate repackaging by the customer;
• essential parts, accessories, or packaging are missing without explanation;
• there is evidence of misuse, accidental damage, improper care, liquid damage, electrical damage, or unauthorised repair;
• the item falls within a non-returnable category and no fault has been established.

Nothing in this section limits rights that cannot lawfully be excluded under applicable consumer law.

9. Refund Method

Where a refund is approved, it will generally be issued back to the original payment method used for the purchase, unless otherwise required by law or agreed in exceptional circumstances.

We do not normally issue cash refunds for card payments, and we may refuse alternative refund methods where necessary for fraud prevention, payment traceability, or compliance purposes.

10. Refund Timing

Your current Refund Policy states that once a return is received and inspected, processing may take up to 14 business days, and that depending on the payment provider, the refund may take 1–2 billing cycles to appear on the customer’s statement. It also states that an email confirmation is sent once the refund is issued.

To make the policy clearer:

• once we receive the returned item, we will inspect it;
• if approved, we will aim to process the refund within 14 business days of receipt;
• once the refund is submitted, your bank or payment provider may require additional time to post the refund to your account;
• depending on the issuer or payment method, this may take up to 1–2 billing cycles;
• we will normally send email confirmation once the refund has been initiated.

11. Exchanges and Replacements

Where appropriate, we may offer an exchange or replacement instead of a refund, especially if:

• the item arrived damaged;
• the item is faulty;
• the wrong item was sent;
• stock availability allows a quick replacement.

If you would prefer an exchange or replacement, please tell us this when contacting support. All exchanges remain subject to stock availability and operational feasibility.

12. Non-Returnable and Restricted Items

For hygiene, safety, legal, or operational reasons, certain products may be excluded from return unless they are faulty, not as described, or otherwise returnable under applicable law.

Examples may include:

• sealed products that are not suitable for return for hygiene or health protection reasons once opened;
• personalised or custom-made items;
• software, digital activation products, codes, or downloadable content once delivered or activated;
• items damaged after delivery due to misuse or external causes;
• products missing serial-number integrity or tamper protection where relevant;
• any product expressly marked as non-returnable on the product page, to the extent permitted by law.

If a specific product category has special return rules, these may be stated on the relevant product page or communicated during the purchase process.

13. Partial Refunds

In some cases, a partial refund may be appropriate rather than a full refund, including where:

• the item has been handled more than reasonably necessary;
• parts or accessories are missing;
• damage occurred after delivery and is not due to our fault;
• the product shows signs of wear inconsistent with a standard inspection return;
• a deduction is lawfully permitted because the value of the goods has been reduced.

Where a deduction is applied, we will assess the circumstances reasonably and in good faith.

14. Orders Refused, Cancelled, or Undeliverable

If an order is cancelled before dispatch, any captured payment will generally be refunded to the original payment method.

If an order is returned to us as undeliverable due to incorrect delivery details provided by the customer, failed collection, or repeated inability to complete delivery, we may deduct direct return or redelivery costs from any refund, where permitted by law.

If we suspect fraud, unauthorised use, chargeback risk, or abuse, we reserve the right to delay, limit, decline, or investigate the refund request to the extent permitted by law and card-scheme or payment-provider requirements.

15. Chargebacks and Refund Requests

If you experience an issue with your order, we strongly encourage you to contact us first at info@takeyourgoods.co.uk so that we can try to resolve the matter quickly and fairly.

Unnecessary or premature chargebacks may delay resolution and may require us to provide supporting transaction and delivery records to the payment provider or card issuer. Nothing in this policy limits your legal right to contact your card issuer or payment provider, but contacting us first is usually the fastest way to resolve a problem.

16. International Orders

As your store serves both UK and international customers, return and refund handling for international orders may vary depending on destination, courier restrictions, customs procedures, and local legal requirements.

For international returns:

• the customer may be responsible for coordinating the return shipment unless we advise otherwise;
• customs duties, import taxes, and local clearance fees may not be refundable through us;
• delays caused by customs clearance, export procedures, or overseas courier networks are outside our direct control;
• the refund will generally relate to the product price and eligible shipping elements only, subject to applicable law.

Customers returning goods from outside the UK should use a reliable tracked shipping method unless a prepaid label or collection has been arranged by us.

17. Proof of Purchase

To process a return, refund, replacement, or complaint, we may require proof of purchase, such as:

• order number;
• purchase confirmation email;
• payment confirmation;
• shipping confirmation;
• account order history.

We may also ask for photographs or additional information where reasonably necessary to assess the request.

18. Consumer Rights

Nothing in this Refund Policy excludes, restricts, or limits any non-excludable rights you may have under applicable consumer protection laws.

If you are a consumer, you may have rights relating to faulty goods, goods not as described, cancellation of distance contracts, delayed delivery, or unfair contract terms. Where the law gives you stronger protection than this policy, the law will prevail.

19. Abuse of Returns Policy

We reserve the right to investigate and take reasonable action in cases of suspected abuse of our returns or refunds process, including repeated bad-faith claims, unusual return patterns, attempted fraud, return of substituted goods, or manipulation of promotions or refund rights.

This does not affect genuine customer rights or legitimate product concerns.

20. Contact Us

If you have any questions about returns, refunds, damaged goods, faulty products, exchanges, or cancellations, please contact us:

Colchester LTD
Company Number: 16113808
Registered Office: Dept 6898, 126 East Ferry Road, Canary Wharf, London, England, E14 9FP
United Kingdom
Email: info@takeyourgoods.co.uk
Phone: +44 7463 593812