Refund policy

  1. Refund & Returns Policy

    OriginalTwo8 Ltd (trading as Original.Two.8), company number 17418281
    Registered address: 62 Alpha Street, Liverpool, Merseyside, L21 8HL, England
    Email: original.two.8@gmail.com

    Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

    1. Your right to cancel (14 days)

    If you’re a UK consumer, you can cancel your order for any reason. The right starts when you place your order and ends 14 days after the day you receive your goods. If your order arrives in separate parts, the 14 days run from the day after the last part arrives.

    To cancel, tell us clearly, for example by emailing original.two.8@gmail.com with your order number. You can use any clear statement, or the model cancellation form below if you prefer.

    After you tell us you’re cancelling, you have 14 days to send the goods back. Please contact us first (see Section 5) so we can give you the correct return address.

    Condition of returned goods: you may open and inspect the goods as you could in a shop. We may reduce your refund if the goods have lost value because you handled them more than was needed to check what they are and whether they work.

    Refunds: we’ll refund the price of the goods and the standard delivery cost. If you chose a more expensive delivery option, we refund only the standard cost. We’ll refund you within 14 days of receiving the goods back, or of you showing us proof that you’ve sent them, whichever is earlier. Refunds go to your original payment method. We may wait until the goods arrive or you provide proof of postage before refunding.

    2. Our 30-day returns window (voluntary)

    On top of your legal rights, we offer a returns window of 30 days from the date of delivery. This is a goodwill extension for change-of-mind returns made after your 14-day statutory period has ended.

    Under this window, items must be unused, unworn, with tags attached (where applicable), in original packaging, and returned with proof of purchase. We’ll refund the item price to your original payment method within 14 days of receiving the goods back. The original delivery cost is refunded only under your statutory right in Section 1, or where the item is faulty.

    3. Faulty, damaged or incorrect items

    Please check your order when it arrives, and contact us as soon as possible if something is wrong. A photo and your order number help us resolve it quickly.

    If an item is faulty, damaged, not as described or not what you ordered, you have rights under the Consumer Rights Act 2015. In the first 30 days after delivery you can reject the item and receive a full refund. After that, you’re entitled to a repair or replacement, and where that isn’t possible or fails, to a price reduction or final refund. In the first 6 months, a fault is presumed to have been there on delivery unless we can show otherwise.

    We cover return postage for faulty, damaged or incorrect items, and we’ll refund you within 14 days of agreeing the item is faulty or receiving it back.

    4. Items that can’t be returned

    The legal right to cancel doesn’t apply to:

    • Personalised or made-to-order items
    • Perishable goods
    • Sealed personal care, cosmetic or hygiene items that you’ve unsealed after delivery
    • Digital content (downloads, e-books and similar) once we’ve started supplying it, where you have agreed at checkout to immediate supply and acknowledged that you lose your right to cancel

    If any of these items are faulty or not as described, your rights in Section 3 still apply.

    5. How to return an item

    Please don’t send items back before we’ve replied, and don’t use the return address on the parcel or packaging, as many items are dispatched from our suppliers’ warehouses. Email original.two.8@gmail.com with your order number and reason for return. We’ll reply within 2 business days with the return address and instructions. Waiting for our reply does not reduce your 14 days to return the goods.

    6. Return postage

    If you’re cancelling under Section 1 or returning an item under Section 2 because you changed your mind, you pay the cost of returning it. We recommend using a tracked service, as you’re responsible for items until they reach us. If an item is faulty, damaged or incorrect, we cover return postage.

    7. Cancelling before dispatch

    You can cancel at any time before your order is delivered. If it hasn’t been dispatched yet, email us as soon as possible and we’ll cancel and refund you in full within 14 days. If it has been dispatched, follow Section 1.

    8. Exchanges

    We don’t offer direct exchanges. To get a different size, colour or product, return your original item for a refund and place a new order.

    9. Contact us

    Email: original.two.8@gmail.com
    Post: OriginalTwo8 Ltd, 62 Alpha Street, Liverpool, Merseyside, L21 8HL, England

    Model cancellation form (optional; complete and email to us only if you wish to cancel): I hereby give notice that I cancel my contract for the sale of the following goods: [order number and item(s)], ordered on [date], received on [date]. Name: [your name]. Address: [your address]. Date: [date].

    Last updated: 22 October 2026