Returns & Refund Policy
We want you to be happy with your purchase. This policy explains your right to cancel and return goods, in addition to your statutory rights under UK consumer law. Nothing in this policy affects your legal rights as a consumer.
1. Your right to cancel (change of mind)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 days of the day you (or someone you nominate) take delivery of the goods.
How to cancel
To cancel, simply email us at info@oodlesofstuffltd.co.uk with your order number and a clear statement that you want to cancel. You don’t need to give a reason. We’ll reply with confirmation and the return address.
Returning the goods
You then have a further 14 days from the day you tell us you’re cancelling to send the goods back to us. Items should be returned unused, in their original sealed packaging where possible.
You are responsible for the cost of return postage for change-of-mind cancellations. We recommend using a tracked service for anything over £15 in case the parcel goes astray, as we cannot refund for items that don’t reach us.
Hygiene exemption for opened packs
Because cotton buds are a personal hygiene product, sealed packs that have been opened cannot be returned for hygiene reasons under Regulation 28(3)(b) of the Consumer Contracts Regulations 2013, unless they are damaged or faulty. Sealed, unopened packs can be returned as normal.
Refund timing
Once we receive the returned goods (or proof of postage if earlier), we will refund the full amount you paid — including the original outbound delivery charge if applicable — within 14 days. The refund will be issued to the same payment method you used to place the order.
2. Damaged or faulty items
Under the Consumer Rights Act 2015, the goods we sell must be of satisfactory quality, fit for purpose and as described.
If your order arrives damaged or faulty, please email info@oodlesofstuffltd.co.uk within a reasonable time of receipt, ideally with a photo of the issue and your order number. We will:
- Pay for return postage (or, for low-value items, ask you to dispose of them rather than incur a return cost — we’ll let you know which);
- Send a replacement, or issue a full refund — your choice;
- Within the first 30 days of receipt, you have the right under the Consumer Rights Act to a full refund (the “short-term right to reject”);
- After 30 days but within 6 months, we will offer a repair or replacement, or a refund if a repair or replacement isn’t possible.
3. Wrong item received
If we’ve sent you the wrong item, please email us within a reasonable time and we’ll arrange to send the correct item and collect or refund the return postage of the incorrect one. There is no cost to you.
4. How to start a return
All returns and issues are handled by email. Please contact us at info@oodlesofstuffltd.co.uk with:
- Your order number
- The reason for the return (you don’t need to give a reason for change-of-mind returns)
- A photo, if applicable
We will respond within one working day with the next steps and the return address.
5. Your statutory rights
This policy is in addition to your statutory rights as a consumer under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy reduces those rights.
If you would like more information about your consumer rights, you can contact Citizens Advice on 0808 223 1133 or visit citizensadvice.org.uk.