Refund policy

Last updated: 29 January 2026

This policy is governed by UK consumer law and applies to all customers. Additional protections apply to EU consumers where required by law.

1. Returns Window (UK & International)

We accept returns within 14 days of delivery.

To be eligible for a return, items must:

  • Be unused, unworn, and in the same condition as received

  • Have all original tags attached

  • Be returned in original packaging

  • Be accompanied by proof of purchase

2. How to Start a Return

To request a return, contact us at: support@collectivesgroup.co.uk

Please do not send your return items to our head office. As we work with independent Cornish makers, items must be returned directly to the partner who fulfilled your order. This ensures your return goes to the right place for faster processing. Once our partner approves your return, they will generate a shipping label and provide the correct return address. This is usually done within 48 hours.

3. Return Shipping Costs

  • Change-of-mind returns:
    Return shipping costs are the customer's responsibility.

  • Faulty, damaged, or incorrect items:
    Return shipping is free of charge.

We do not charge restocking fees.

4. Faulty, Damaged, or Incorrect Items

Please inspect your order upon delivery.
If an item is faulty, damaged, or incorrect, contact us promptly at: support@collectivesgroup.co.uk

Include your order number and, where possible, supporting photographs.
We will arrange a replacement, refund, or return at no cost.

5. Non-Returnable Items

The following items cannot be returned:

  • Perishable goods (including food, flowers, or plants)

  • Personalised or made-to-order items

  • Personal care or beauty products once opened

  • Hazardous materials, flammable liquids, or gases

  • Gift cards

This does not affect your statutory rights.

6. Exchanges

We do not offer direct exchanges.

To receive a different item, size, or colour:

  1. Return the original item (subject to approval) - see section 2 above, and

  2. Place a new order separately via our website

This ensures faster processing and stock availability.

7. UK & EU Consumer Cancellation Rights (14-Day Cooling-Off Period)

If you are a UK or EU consumer, you have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason.

Conditions:

  • Items must be unused and returned in original condition

  • Proof of purchase is required

  • Return shipping costs are the customer's responsibility unless the item is faulty or incorrect

This right does not apply to:

  • Personalised or custom-made items

  • Perishable goods

  • Sealed hygiene or personal care items once opened

8. Refunds

Once we receive and inspect your return, we will notify you of the outcome.

If approved:

  • Refunds are issued to the original payment method

  • Processing time: within 14 business days of approval

If more than 15 business days have passed since approval, contact us at: support@collectivesgroup.co.uk

9. Statutory Rights

Nothing in this policy limits or replaces your statutory rights under UK consumer law.