Refund policy
Returns & Refund Policy
Last updated: March 2026
Your Right to Cancel
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. The cancellation period expires 14 days from the day you receive your order.
To exercise your right to cancel, you must inform us of your decision by contacting us at [your email address] before the cancellation period expires.
Returning Your Items
Once you have notified us of your wish to cancel, you must return the goods to us within 14 days. Items must be:
- Unused and in their original condition
- In original packaging where possible
- Accompanied by proof of purchase
You are responsible for the cost of returning items unless the item is faulty or not as described.
Refunds
Once we receive your returned item, we will process your refund within 14 days. Refunds will be issued to your original payment method. We may reduce your refund to reflect any reduction in the value of the goods if this has been caused by your handling of them.
Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us within 30 days of receipt. Under the UK Consumer Rights Act 2015, you are entitled to a full refund, repair, or replacement. Please contact us at [your email address] with your order number and a description of the issue.
Exceptions
The following items cannot be returned unless faulty:
- Perishable goods
- Sealed goods that have been opened and cannot be returned for hygiene reasons
- Personalised or custom-made items
- Digital downloads once accessed
Contact Us
If you have any questions about our returns policy, please contact us at:
The Utility Shop, lscommercegroup@outlook.com