Refund policy

Returns

We offer a 30-day return policy. You have 30 days from receiving your item to request a return.

To be eligible for a return, your item must be unused, in its original condition, with all tags and packaging intact, and accompanied by proof of purchase.

Items must be returned within 14 days of return approval. Returns received outside of this timeframe may be refused.

How To Start A Return

To start a return, contact us at support@charliescotts.co.uk with your order number and reason for return. Please do not send your item back without contacting us first, as we will provide the correct return address and instructions.

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect. Original shipping costs are non-refundable unless the item is faulty or incorrect. We recommend using a tracked service, as we cannot accept responsibility for items lost in transit.

Damaged or Faulty Items

If your item arrives damaged, faulty, or incorrect, you must contact us within 48 hours of delivery with clear photos. We will arrange a replacement, exchange, or refund where appropriate.

Refunds

Once your return has been received and inspected, we will notify you of the outcome. If approved, your refund will be issued to your original payment method. Please allow time for your payment provider to process the refund.

Important Information

Some items may be fulfilled and returned directly to our suppliers. Where this applies, we will provide the correct return address once your return request has been approved.

For hygiene reasons, certain items may not be eligible for return if they have been opened or used, unless they are faulty.

We reserve the right to refuse returns that do not meet the conditions outlined above.