1. Overview
At Drainingflora, we want you to be fully satisfied with every product you purchase. If for any reason you are not completely happy with your order, we offer a straightforward return and refund process in accordance with your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Please read this Return Policy carefully before making a purchase. If you have any questions, please do not hesitate to contact our customer support team using the details at the end of this document.
2. Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your goods, without providing a reason. This is known as the "cooling-off period".
To exercise your right to cancel, you must notify us of your decision before the 14-day period expires. You can do this by:
- Contacting us via the contact form on our Contacts page.
- Sending an email to our customer service team.
- Calling us at +44 7477 702321 during our working hours.
We will send you an acknowledgement of receipt of your cancellation by email.
3. Conditions for Returns
To be eligible for a return, the following conditions must be met:
- The return request must be submitted within 14 days of receiving your order (during the cooling-off period) or within 30 days if the item is faulty or not as described.
- Items must be returned in their original condition — unused, undamaged, and in their original packaging wherever possible.
- Items must include all original accessories, documentation, and components that were included with the product.
- Proof of purchase (order confirmation email or receipt) must be provided.
We reserve the right to refuse a return if these conditions are not met, unless the item is faulty or not as described, in which case your statutory rights take precedence.
4. Non-Returnable Items
The following items cannot be returned unless they are faulty or not as described:
- Items that have been opened and used, where the return would not be appropriate due to hygiene or health reasons (e.g., personal care items).
- Perishable or consumable goods that have been opened.
- Digital downloads or software products once they have been accessed or downloaded.
- Customised or personalised items made specifically to your order.
5. Faulty or Damaged Items
If you receive an item that is faulty, damaged in transit, or does not match its description, please contact us within 30 days of delivery. Under the Consumer Rights Act 2015, you are entitled to a full refund, repair, or replacement depending on the nature of the fault and the timeframe in which you report it.
Please retain any photographic evidence of damage and include it in your communication to help us resolve your complaint promptly. We will not ask you to return a visibly damaged item before issuing a refund or replacement in clear cases.
6. How to Return an Item
To initiate a return, please follow these steps:
- Contact us via the Contacts page or by telephone within the applicable return window to notify us of your intention to return.
- Our team will respond within two working days with a Return Authorisation Number and return instructions.
- Pack the item securely in its original packaging (or suitable protective packaging if the original is unavailable).
- Include your Return Authorisation Number and proof of purchase inside the package.
- Send the item to the return address provided by our team.
We recommend using a tracked postal service for your return, as we cannot be held responsible for items lost or damaged during return transit unless the fault was ours.
7. Return Postage Costs
If you are returning an item simply because you have changed your mind (within the 14-day cooling-off period), the cost of return postage is your responsibility unless otherwise agreed.
If the return is due to a fault, damage, or an error on our part, we will arrange and cover the cost of return delivery or provide a pre-paid returns label.
8. Refunds
Once we receive your returned item and confirm it meets the return conditions, we will process your refund within 14 calendar days. Refunds will be issued to the original payment method used at the time of purchase.
You will receive an email confirmation once your refund has been processed. Please allow up to 5 additional business days for the funds to appear in your account, depending on your bank or payment provider.
If you cancelled within the cooling-off period, we will issue a full refund including the standard delivery charge (if applicable). We are not obliged to refund any express or premium delivery costs if you requested a delivery method other than our standard service.
9. Exchanges
If you would like to exchange a product (for example, in a different size or colour), please contact us to check availability. Exchanges are subject to the same conditions as returns. Once we receive and inspect your returned item, we will dispatch the replacement product. Additional postage charges may apply.
10. Changes to This Policy
We reserve the right to update this Return Policy at any time. Changes will be indicated by a revised "Last updated" date at the top of this page. We encourage you to review this policy before making a purchase. Your statutory rights under UK law are not affected by any changes we make to this policy.
11. Contact Us
For all return enquiries, please contact our customer support team:
- Drainingflora
- Rowell Drive, Harrow View West, Harrow, London, HA2 6FG, United Kingdom
- Phone: +44 7477 702321
- Email: managers@drainingflora.world
- Working hours: Monday – Friday, 09:00 – 17:30; Saturday, 10:00 – 14:00