Refund and Returns Policy
Your 14-day right to cancel, the sealed-goods exemption, and how returns work.
Last updated 30 July 2026.
This policy sets out when you can cancel or return an order, how to do it, and how quickly you get your money back. It sits alongside your legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015 — nothing here reduces those rights.
Your 14-day right to cancel
Because you are buying at a distance, you may cancel your order for any reason within 14 days of receiving it. You do not have to give a reason. You then have a further 14 days to send the goods back.
To cancel, email info@stroidukshop.co.uk with your order number and the words “I cancel”. A clear statement is enough — there is no form to fill in.
Important exception: sealed products
Under regulation 28(3) of the 2013 Regulations, the right to cancel does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons, once they have been unsealed after delivery.
Most products we sell fall into this category. In practice:
- Still sealed, unopened, undamaged — returnable within the 14-day window.
- Seal broken or packaging opened — not returnable, unless the item is faulty, damaged, or not what you ordered.
This is a safety rule, not a commercial one. We cannot resell a product once its seal is broken because we can no longer guarantee what is inside it to the next customer.
If your order is faulty, damaged, or wrong
The exception above never applies here. If an item arrives damaged, is not what you ordered, or is not of satisfactory quality, you are entitled to a replacement or a full refund — including your original delivery cost — regardless of whether the seal is broken.
Contact us within 30 days of delivery with your order number and a photograph of the item and its packaging. We will arrange a replacement or refund and cover the return postage. We will not ask you to pay to return something that was our error.
If your order does not arrive
Contact us if your order has not arrived within the expected delivery window. If we cannot confirm delivery, we will resend the order or refund it in full. You do not lose your rights because a parcel went missing in transit — delivery is our responsibility until the goods reach you.
How to return an item
- Email info@stroidukshop.co.uk with your order number and what you want to return. Do not send anything back before contacting us — unannounced returns can be difficult to match to an order.
- We reply with return instructions and the correct return address.
- Send the item back within 14 days of telling us you are cancelling. Use a tracked service and keep the receipt — proof of postage protects you if the parcel is lost.
Who pays for return postage
- You changed your mind: you pay the return postage.
- Item faulty, damaged, or incorrect: we pay, and we refund any postage you have already paid.
When you get your money back
We refund within 14 days of receiving the goods back, or of you giving us proof that you have sent them — whichever is sooner. For faulty or incorrect items we refund within 14 days of agreeing the return.
Refunds go back to the original payment method. Your bank may take a few working days after that to show the money in your account.
We refund the price of the goods plus standard delivery. If you chose a faster delivery option than our standard one, we refund the standard cost rather than the premium.
Orders we cannot accept
We do not sell to anyone under 18. If we have reason to believe an order has been placed by a minor, we will cancel and refund it in full.
Still not happy
Email info@stroidukshop.co.uk and tell us what went wrong. If we cannot resolve it between us, you may be able to take the matter to the relevant alternative dispute resolution scheme, and your statutory rights are unaffected. You can also get free, impartial advice from Citizens Advice consumer service on 0808 223 1133 or at citizensadvice.org.uk/consumer.