Last Updated: 07.07.2025
At Eshoppy Ltd, we are committed to providing our customers with clear and fair policies when it comes to cancelling orders and obtaining refunds. This Cancellation and Refund Policy outlines your rights, our obligations, and the procedures involved in cancelling orders and requesting refunds for purchases made on our website eshoppy.uk. This policy applies to both standard and promotional purchases made by consumers on our website, and is written in accordance with the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, and other applicable UK legislation.
1. Your Right to Cancel
If you purchase goods from our website, you have the legal right to cancel your order for any reason and without giving a justification, provided the cancellation request is submitted within 14 calendar days from the day you or a person designated by you (other than the carrier) receives physical possession of the goods.
In the case of an order consisting of multiple items delivered separately, the cancellation period expires 14 calendar days after the date on which the final item was received. If the 14th day falls on a non-working day (e.g., Sunday or bank holiday), the deadline will not be extended. The right to cancel does not apply in certain circumstances as outlined in Section 5 of this policy.
To exercise your right to cancel, you must notify us in writing within the cancellation period. You may contact us by email at support@eshoppy.uk using the subject line “Order Cancellation Request”, and include your full name, order number, date of order, and the item(s) you wish to cancel. We will acknowledge receipt of your cancellation within one business day.
2. Returning Goods After Cancellation
Once we confirm receipt of your cancellation request, you must return the goods to us within 14 calendar days from the date you notified us. The return address will be provided in our response. Items must be returned in unused, unaltered, and resalable condition, in the original packaging, and with all tags or labels still attached.
You are responsible for the cost of returning the goods unless the item is being returned due to a fault, shipping error, or other mistake on our part. We strongly advise that you use a tracked and insured courier service and retain proof of postage. If the returned items are lost or damaged in transit due to inadequate packaging or lack of insurance, we may be unable to issue a full refund.
3. Refund Timeline and Method
Once the returned goods have been received and inspected, we will process your refund within 14 calendar days. If you cancel the order before dispatch, the refund may be issued sooner. Refunds will be credited to the original payment method used at the time of purchase. If the payment method is no longer valid or accessible, it is your responsibility to notify us before the refund is processed.
In accordance with your statutory rights, we will refund:
- The full purchase price of the returned item(s);
- The standard delivery cost (if applicable), i.e., the least expensive delivery method offered at the time of checkout.
We are not obligated to refund any enhanced delivery charges (e.g., next-day or weekend delivery) if you selected a premium option. If you returned only part of the order, the delivery charges will not be refunded unless the returned item made up the bulk of the shipment.
In cases where returned items are not in satisfactory condition (e.g., damaged, visibly worn, missing packaging or components), we may deduct an appropriate amount from the refund to reflect the diminished value.
4. Faulty, Incorrect or Damaged Goods
If you receive a product that is faulty, not as described, or damaged upon delivery, please notify us within 48 hours of receiving the item. You can report an issue by contacting support@eshoppy.uk with your order number, a description of the issue, and supporting photographs where applicable.
Depending on the circumstances, we may offer:
- A full refund;
- A replacement or exchange (subject to availability); or
- A partial refund if only part of the order is affected.
In such cases, we will cover the cost of returning the item and may offer collection by courier if applicable. Please do not discard the product or packaging until advised, as we may require it for investigation or return to the supplier.
5. Items Excluded from Cancellation and Refund
Under UK law, some types of products are excluded from the right to cancel or return unless they are faulty or not as described. These include:
- Personalised or custom-made items that were tailored to your specifications;
- Perishable goods or goods with a short shelf life;
- Sealed hygiene products (such as cosmetics or undergarments) once opened;
- Digital content, once downloading or streaming has begun with your consent;
- Items marked as “Final Sale” or “Non-returnable” at the time of purchase.
These exclusions will be clearly indicated on the relevant product page. If you believe an excluded item is faulty or misrepresented, please contact us to initiate a fault-based return process.
6. Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please notify us immediately at support@eshoppy.uk. If the order has not yet entered the fulfilment process, we will cancel it and issue a full refund to the original payment method. If the order has already been prepared or shipped, you must follow the return process as outlined above.
7. Refund Delays or Errors
If you have not received your refund after the timelines stated above, we recommend checking with your bank or card provider, as processing times may vary. If the issue persists, please contact us with proof of return and payment method details so we can investigate and resolve the issue as quickly as possible.
8. How to Contact Us
For all cancellation, return, and refund enquiries, please contact us by email at support@eshoppy.uk or write to:
Eshoppy Ltd
124-128 City Road, EC1V 2NX, London
United Kingdom
We aim to respond to all queries within one business day.