Refund policy

Returns and Refund Policy

Last updated: 30 June 2026

At Cornwell's Store, your satisfaction is our priority. We want you to love every product you order from us. If for any reason you are not completely happy with your purchase, we are here to help — and this policy applies whether you are ordering from the United Kingdom, the European Union or internationally.

1. Your Right to Withdraw (14-Day Window)

You have the legal right to withdraw from your order within 14 days of receiving your goods, without giving any reason. If your order contains multiple items delivered separately, this 14-day window begins from the date you receive the last item in your order.

To exercise your right to withdraw, you must notify us in writing within this 14-day window. You can do this by:

  • Logging into your account at your account page and starting a return request, or
  • Emailing us at georgecornwell2004@gmail.com with your order number and a clear statement that you wish to return your order

If a deadline under this policy falls on a weekend or public holiday, the deadline is automatically extended to the next working business day.

2. Returning Your Item

Once you have notified us of your intention to return your order, you must send the item(s) back to us within 14 days of notifying us. Please ensure items are returned in their original, unused condition with original packaging wherever possible.

To start your return, the quickest way is to log into your account at https://shopify.com/108308562259/account where you can submit a return request directly against your order. Alternatively, email us at georgecornwell2004@gmail.com with your order number and we will guide you through the process.

3. Return Shipping Costs

  • Change of mind returns: the cost of returning the item to us is the responsibility of the customer
  • Faulty, damaged or incorrect items: we will cover the full cost of return shipping — please contact us at georgecornwell2004@gmail.com before returning a faulty item so we can arrange this for you

We recommend using a tracked postal service for all returns, as we cannot be held responsible for items lost in transit on their way back to us.

4. Refunds

What is refunded

Upon a valid withdrawal or return, we will refund:

  • The full price paid for the returned item(s)
  • The cost of standard outbound delivery — if you selected an upgraded or express delivery option, we will only refund the equivalent cost of our standard delivery service, not the premium amount paid

Refund timing

  • We will process your refund within 14 days of receiving the returned item back, or within 14 days of you providing evidence of having sent the item back, whichever is sooner
  • Refunds are issued to your original payment method used at checkout
  • Please allow a further 3–5 business days for the refund to appear in your account, depending on your bank or payment provider

Partial refunds

A partial refund may apply where:

  • The item shows signs of use beyond what is necessary to establish its nature and function
  • The item is returned without original packaging where packaging forms part of the product
  • Components or accessories are missing from the original order

5. Cancellations

You may cancel your order at any time before it has been fulfilled (dispatched) at no cost. To cancel, please contact us as soon as possible at [your email address] or via your account, quoting your order number.

Once an order has been fulfilled and dispatched, it can no longer be cancelled, but it remains eligible for return under the 14-day withdrawal right described above.

6. Items Exempt From Return

For hygiene, safety and practical reasons, the following items are exempt from the right of withdrawal and cannot be returned once opened or used, unless faulty or not as described:

  • Skincare products, face masks and beauty items that have been opened, unsealed or used
  • Personal care items that have come into direct contact with skin
  • Clothing and activewear that has been worn, washed or has had hygiene seals removed
  • Pet care items such as water bottles or feeding accessories that have been used
  • Any item that has been personalised or made to your specification
  • Items that have been used, damaged or altered by the customer beyond what is necessary to inspect them

This does not affect your statutory rights in relation to faulty, damaged or misdescribed goods, which remain fully returnable regardless of the above exemptions.

7. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged in transit, not as described, or incorrect, please contact us at georgecornwell2004@gmail.com within 7 days of delivery with your order number, a description of the issue and photographic evidence where possible.

We will arrange a full refund or free replacement at no cost to you, including covering all return shipping costs.

8. How to Start a Return

The fastest way to start a return is through your account:

Start a return via your account →

Simply log in, locate your order, and follow the prompts to submit a return request. If you checked out as a guest or are having trouble accessing your account, email us at [your email address] with your order number and we will process your return manually.

9. Your Statutory Rights

This policy is provided in addition to, and does not affect, your statutory rights as a consumer. Depending on your location these may include rights under the UK Consumer Rights Act 2015, the UK Consumer Contracts Regulations 2013, or equivalent consumer protection legislation in your EU member state under the EU Consumer Rights Directive.

10. Contact Us

  • Email: georgecornwell2004@gmail.com
  • Account / Returns portal: https://shopify.com/108308562259/account
  • Website: cornwells-store.myshopify.com
  • Response time: we aim to respond to all enquiries within 2 business days