Returns and refunds

We want returns to be clear and fair. This policy applies to UK consumer orders and does not limit your statutory rights.

Changing your mind

Tell us that you wish to cancel within 14 days after the kit is delivered. You then have a further 14 days to send it back. Email support@stock-up.co.uk with your order number and a clear statement that you wish to cancel. You can also use our model cancellation form, but it is not compulsory.

Return condition

You may handle and inspect the kit as you would in a shop. Please return all reminder tags, unused adhesive mounts, instructions and packaging where reasonably possible. If handling goes beyond what is needed to establish the kit’s nature, characteristics and function, we may reduce the refund to reflect the loss in value.

Examples that may reduce a change-of-mind refund include mounting a tag, removing or using the adhesive, activating or permanently marking a tag, missing parts, damage, contamination or extended household use. This is not a blanket “unused only” restriction: any deduction will reflect the actual reduction in value and will be explained.

How to return

After you contact us, we will confirm the return address and provide the return instructions. Use a tracked service and keep proof of postage. For change-of-mind returns, you pay the direct cost of return postage. Do not send a kit until you have received the return instructions.

Damaged or faulty items

If your kit arrives damaged, is faulty or is not what you ordered, contact us with the order number and a description of the problem. We will provide the legally appropriate repair, replacement or refund and cover reasonable return postage where required.

Refunds

We will refund you within 14 days after receiving the returned kit or, if earlier, within 14 days after you provide evidence that it was sent back. Refunds use the original payment method. For a valid full-order cancellation, we refund the product price and the cost of our least expensive standard outbound delivery option. We do not have to refund the extra cost of Priority delivery.

Contact

Returns are handled by StockUp. Contact us before sending anything back; the return destination is provided with the return instructions.