Refund policy
Refund & Withdrawal Policy
We want you to be happy with your purchase. If you need to return an item, please follow the process below.
1. EU 14-Day Right of Withdrawal
If you are a customer located in the European Union, you have the legal right to withdraw from your purchase within 14 days, without having to provide a reason.
The 14-day withdrawal period begins on the day you, or a person you nominate (other than the delivery carrier), receives the last item in your order.
To exercise your right of withdrawal, you must notify us within this 14-day period.
You can start a return or cancellation request through your customer account:
2. Returning Your Items
After notifying us that you wish to withdraw from your purchase, you must send the applicable item(s) back to us within 14 days of notifying us.
Items should be returned in an appropriate condition and, where reasonably possible, with their original packaging and tags.
You are responsible for taking reasonable care of the items while they are in your possession.
3. Return Shipping Costs
Unless otherwise stated or required by applicable law, you are responsible for the direct cost of returning an itemwhen exercising your EU right of withdrawal.
If an item is faulty, damaged, incorrect, or otherwise does not conform to your order, please contact us through your customer account so we can assist you with the appropriate return arrangements.
4. Refunds
When you validly exercise your EU right of withdrawal, we will refund the payments we have received from you, including the cost of standard outbound delivery.
We are not required to refund any additional amount you paid for a premium or expedited delivery option where you selected a more expensive delivery method than our standard delivery option.
We will issue your refund without undue delay and, where applicable, within 14 days of receiving your withdrawal request. However, we may delay the refund until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed with you.
5. Exemptions from the Right of Withdrawal
The EU 14-day right of withdrawal does not apply where an applicable legal exemption exists.
Examples may include:
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Products made to the customer's specifications or clearly personalised for the customer.
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Sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been broken.
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Products that are liable to deteriorate or expire rapidly.
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Other goods or services for which applicable EU consumer law specifically excludes the right of withdrawal.
Where a particular product is excluded from the right of withdrawal, this will be made clear to you before you place your order where required by law.
6. Faulty, Damaged or Incorrect Items
Your statutory consumer rights are not affected by this policy.
If you receive an item that is faulty, damaged, defective, or different from what you ordered, please contact us through your customer account as soon as reasonably possible so that we can arrange an appropriate solution.
7. How to Start a Return or Cancellation
To request a return or exercise your right of withdrawal, please access your Sip & Stitch customer account:
From there, you can initiate the applicable return or cancellation request.
If you have any difficulty accessing your account or starting a request, please contact our customer support team.
8. Important
Nothing in this policy limits or excludes any consumer rights that cannot legally be excluded under applicable law.
For customers outside the European Union, different return and refund rules may apply depending on your location and applicable consumer law.