Returns & Refunds
1) Summary (quick read)
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Change-of-mind: 30-day returns window (from delivery). Items must be unused, in original condition, with tags/packaging.
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How to start: Email support@irisbrighton.uk with your order number and reason → we’ll issue return instructions (RMA).
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Refund timing: We refund within 14 days of receiving the goods back (or proof of return), to the original payment method. (Sprintlaw UK)
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Return postage: For change-of-mind, you cover return shipping (we tell you costs up-front where applicable).
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Faulty/not as described: You have statutory rights (see §4) including a 30-day right to reject for a full refund. These rights apply even on sale items. (GOV.UK)
2) Eligibility for returns (change-of-mind)
To be eligible, items must be unused, in the same condition you received them, with original packaging and accessories. Please include your order confirmation (proof of purchase) inside the parcel.
Non-returnable for change-of-mind (unless faulty):
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Hygiene-sealed goods once unsealed/used (e.g., items designed for direct pet contact such as pet carriers after use). (legislation.gov.uk)
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Personalised/custom-made items. (legislation.gov.uk)
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Perishables (not typical for us).
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Gift cards (digital or physical).
Note: Sale/discounted items follow the same legal rights as full-price goods. We don’t exclude refunds for sale items where the law grants you one. (GOV.UK)
3) How to start a return
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Email support@irisbrighton.uk within 30 days of delivery.
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We’ll reply with your RMA and UK returns address (or collection instructions).
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Pack securely; include your order number inside the parcel.
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Use a trackable service for items over £50. Keep the proof of posting.
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For change-of-mind, you pay the return postage (if we offer a prepaid label, we’ll deduct the label cost from your refund).
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If we sent the wrong or a faulty item, we’ll cover reasonable return costs once verified.
4) Faulty, damaged or not-as-described
Your statutory rights under the Consumer Rights Act 2015 apply:
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Within 30 days of delivery: you have a short-term right to reject faulty goods for a full refund. (GOV.UK)
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After 30 days and within 6 months: you’re entitled to a repair or replacement (and if that isn’t possible or fails, a refund). (GOV.UK)
If your order arrives damaged, contact us within 7 days of delivery with photos/video and your order number. We’ll arrange a solution (replacement, parts, or refund as appropriate).
5) Exchanges
We don’t operate a like-for-like exchange system. The fastest route is a refund on return; you can place a new order for the desired item/variant.
6) Refunds — method & timing
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Approved refunds are issued to your original payment method.
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We process refunds within 14 days of receiving the goods back (or acceptable proof of return), as required by UK law. Your bank/card issuer may take additional time to post funds. (Sprintlaw UK)
Late or missing refunds?
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Re-check your bank/card statement; 2) contact your card issuer; 3) email support@irisbrighton.uk with your order number.
7) Gifts
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Marked as gift & shipped to you: we can issue a gift credit for the value of the return once received.
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Not marked as gift / shipped to the giver: any refund goes to the original purchaser.
8) Shipping your return
We’ll confirm the UK returns address once your RMA is approved. Unless we advise otherwise in writing, do not ship returns to our overseas warehouses. You’re responsible for goods until they reach us; consider tracked/insured shipping.
9) Important clarifications
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We may refuse returns that arrive used, damaged, or missing parts not due to our error.
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For health/hygiene items (e.g., pet carriers), unsealed/used goods aren’t eligible for change-of-mind returns (faulty items remain covered). (legislation.gov.uk)
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This policy does not affect your statutory rights under UK law, including the 14-day cooling-off right for distance sales and your rights for faulty goods. (legislation.gov.uk)
10) Contact
Irisbrighton Support
Email: support@irisbrighton.uk
We aim to reply within 24 business hours (Mon–Fri).
Legal references: UK Consumer Contracts Regulations 2013 (cooling-off/information) and Consumer Rights Act 2015 (faulty goods: 30-day reject, repair/replace thereafter). For general guidance, see GOV.UK and Citizens Advice. (legislation.gov.uk)