Returns & Refunds Policy

Last updated: 20 September 2026

At The Red Shack Ltd, we are committed to providing high-quality products and a reliable service. This policy explains the returns, refunds and cancellation rights that apply to retail orders placed through our website.

Please read this policy carefully before making a purchase.

1. Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law.

Under the Consumer Contracts Regulations 2013, you may generally have the right to cancel an online order within 14 days of receiving the goods, without giving a reason.

However, certain goods are exempt from this cancellation right, including sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken.

Your statutory rights in relation to faulty, damaged, misdescribed or incorrectly supplied goods are not affected by this policy.

2. Unwanted goods and change of mind

If you wish to cancel an eligible order because you have changed your mind, you must notify us within 14 days of receiving the goods.

Eligible items must be returned within the applicable timeframe and should be unused, unopened, sealed where applicable, and in their original packaging.

For hygiene reasons, we cannot accept the return of sealed products that have been unsealed after delivery where they are unsuitable for return for health protection or hygiene reasons.

You are responsible for the cost of returning an unwanted item unless otherwise required by law.

Once the returned goods have been received, we will inspect them and process any refund due in accordance with this policy and applicable UK consumer law.

3. Faulty, damaged or incorrect goods

If your order arrives faulty, damaged or different from what you ordered, please contact us as soon as reasonably possible.

Please provide your order number and details of the issue. Photographs or videos may be helpful when assessing damage or a suspected fault, but they are not required where they would prevent you from exercising your statutory rights.

Depending on the circumstances, we may arrange a return, replacement, repair or refund in accordance with your statutory rights.

If goods are confirmed to be faulty, damaged before delivery or incorrectly supplied, we will cover reasonable return delivery costs where required by law.

Nothing in this section limits your rights under the Consumer Rights Act 2015.

4. Returns procedure

To arrange a return or discuss an issue with an order, please contact us at hello@theredshack.com with your order number and details of your request.

Please do not return any item until we have provided you with return instructions.

Returns should be securely packaged to help prevent damage during transit.

If you are returning an unwanted item under your statutory cancellation rights, you are responsible for taking reasonable care of the goods while they are in your possession.

5. Refunds

Where a refund is due, it will normally be made to the original payment method used to place the order.

Where you exercise your statutory right to cancel, we will refund the price paid for the goods and the applicable standard delivery charge, subject to the provisions of applicable law.

If you selected a more expensive delivery service than our least expensive standard delivery option, we are not required to refund the additional cost of that upgraded service.

We may delay reimbursement until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first.

Refunds will be made without undue delay and within the timeframe required by applicable law.

Your bank or payment provider may take additional time to make the refunded amount available in your account.

6. Deductions from refunds

Where permitted by law, we may make a deduction from a refund if goods have been handled beyond what is necessary to establish their nature, characteristics and functioning and their value has consequently been reduced.

No deduction will be made where prohibited by law.

7. Non-delivered or returned orders

If an order is returned to us because it could not be delivered due to an incorrect address, refusal to accept the delivery, failure to collect the parcel or another circumstance attributable to the customer, we will contact you where appropriate.

If you ask us to resend the order, additional delivery charges may apply.

Any refund will be handled in accordance with your statutory rights and the circumstances of the return.

8. Hygiene and intimate products

For health protection and hygiene reasons, certain intimate products cannot be returned once their protective seal or packaging has been opened.

This may include products intended for intimate or personal use where returning an opened item would create hygiene concerns.

This restriction does not affect your statutory rights where an item is faulty, damaged, misdescribed or otherwise does not conform to the contract.

9. Chargebacks and payment disputes

We are committed to resolving order issues quickly and fairly.

If you experience a problem with your order, please contact us first so that we have an opportunity to investigate and resolve the issue.

You remain entitled to contact your payment provider where appropriate, and we will cooperate with legitimate payment disputes.

10. UK orders only

The Red Shack Ltd currently accepts orders for delivery within the United Kingdom only.

We do not currently offer international delivery.

11. Contact us

If you have any questions about this policy, a return or your order, please contact us:

Email: hello@theredshack.com

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By placing an order with The Red Shack Ltd, you acknowledge that you have read and understood this Returns & Refunds Policy.

This policy does not limit or exclude any rights you have under applicable UK consumer law.