Refund policy

Changing your mind

For ordinary, non-personalised goods purchased online, you may cancel without giving a reason by telling Splendid Essentials no later than 14 calendar days after the day you, or someone you nominate, receives the goods. For a single order delivered in separate parts, the cancellation period runs from receipt of the last part.

After notifying Splendid Essentials, send the goods back within a further 14 calendar days. These are calendar-day rights, not working-day limits.

Email support@splendidessentials.com with your name, order number and a clear statement that you wish to cancel or return the goods. A different clear cancellation statement is also valid; you do not have to use particular wording or obtain an approval number to exercise a legal right. Contacting the store helps arrange the return, but a delayed reply does not take away a cancellation notice sent on time.

Handling and packaging

You may inspect goods as you reasonably could in a shop. A return is not automatically refused because the outer packaging was opened or is unavailable. Keep the item, all parts and any included instructions together and package it safely for transport. Original protective packaging is helpful where available.

Splendid Essentials may make a lawful deduction for loss in value caused by handling beyond what is reasonably necessary to establish the goods' nature, characteristics and functioning. Any deduction will be explained; it is not a fixed restocking fee. Simply opening packaging does not itself justify a deduction.

Return destination and costs

Send returns to:

Splendid Essentials — Returns
66 Paul Street
London
England
EC2A 4NA
United Kingdom

Include your order number inside the parcel and keep proof of posting. The store's return destination is the company address; customers are not directed to an undisclosed overseas return address.

For a change-of-mind return, you pay the direct return postage cost charged by your chosen carrier. The amount depends on the packed parcel's size, weight and service; Splendid Essentials does not charge a separate return administration or restocking fee. If an item cannot normally be sent by ordinary post, Splendid Essentials will arrange and pay for its collection.

For goods that are faulty, damaged on arrival, incorrect or not as described, Splendid Essentials covers reasonable necessary return costs and will arrange an appropriate return method or collection.

Faulty, damaged or incorrect goods

Contact support@splendidessentials.com as soon as reasonably possible with your order number and an explanation of the problem. Photographs of the item, packaging and affected part can help, but a missing photograph is not an automatic reason to reject a valid claim. Do not continue using an item if doing so may be unsafe.

For goods that do not meet the purchase contract, UK consumer law generally provides a short-term right to reject within 30 calendar days, subject to the legal rules about when that period starts and pauses. After that period, rights to repair, replacement, a price reduction or a refund may still apply, depending on the circumstances.

There is no blanket 24-hour or 48-hour reporting deadline for a fault or delivery-damage claim, and the change-of-mind period is not the limit of your rights for faulty goods. Splendid Essentials will not require you to deal only with a manufacturer or carrier.

Exchanges

Splendid Essentials does not offer direct exchanges for a different style, colour or preference. Return the original item under this policy and place a new order for the item you would like. The new order is a separate purchase and is subject to availability and the price shown at the time.

This return-and-reorder arrangement does not replace any statutory entitlement to a repair or replacement for goods that do not meet the contract. You are not required to fund a new purchase as a condition of receiving a legal remedy.

Refunds

A change-of-mind refund is issued without undue delay and no later than 10 calendar days after Splendid Essentials receives the returned goods or, if earlier, receives evidence that you sent them back. Where no goods need to be returned, the refund is issued without undue delay and within 10 calendar days after the cancellation notice.

For a faulty-goods rejection, a refund is issued without undue delay and within 10 calendar days after Splendid Essentials agrees that you are entitled to it. The applicable legal deadline takes priority over any routine inspection process.

Refunds go to the original payment method unless you expressly agree otherwise, without a refund fee. Free standard outbound shipping means there is no original delivery charge to deduct from the item refund. For a valid faulty or incorrect-item claim, reasonable return costs paid by you will also be reimbursed as applicable.

Contact Information

Email: support@splendidessentials.com
Telephone: +44 7862 607673
Address: 66 Paul Street, London, England, EC2A 4NA, United Kingdom.
Support hours: Monday to Friday, 9:00 AM to 6:00 PM GMT/BST (UK time), excluding England bank holidays.