Refund policy

OriginalTwo8 Ltd -  originaltwo8.com

Your satisfaction matters to us. This policy explains your statutory right to cancel an order, our voluntary returns window, and how refunds are handled. 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 Statutory Right to Cancel (14 Days)
As a UK consumer buying online, you have a legal right to cancel your order for any reason, without justification, within 14 days of receiving your goods. To cancel, simply tell us in writing (email is fine) at original.two.8@gmail.com, quoting your order number, within that 14-day window.
Once you've told us you're cancelling, you then have a further 14 days to send the goods back to us. Items must be unused, in their original packaging and condition, with proof of purchase. Where goods are shipped from outside the UK, please contact us first and we will confirm the correct return address for your order.
2. Our Voluntary 30-Day Returns Window
In addition to your statutory cancellation right, we offer a longer 30-day returns window from the date of delivery, giving you more time to decide. The same conditions apply: items must be unused, unworn, with tags attached (where applicable), in original packaging, and accompanied by proof of purchase.
To start a return, email original.two.8@gmail.com with your order number and reason for return. We will respond within 2 business days with return instructions and the correct return address for your order. Please do not send items back before receiving this confirmation.
3. Return Shipping Costs
If you are cancelling under your statutory right or returning an item simply because you changed your mind, return shipping is your responsibility. If the item arrived damaged, faulty, or is not what you ordered, we will cover return shipping in full.
4. Damaged, Faulty or Incorrect Items
Please check your order as soon as it arrives. If an item is damaged, faulty, or not what you ordered, contact us within 48 hours of delivery at original.two.8@gmail.com with a photo of the item and your order number. We will arrange a full refund or free replacement — this is in addition to, and does not limit, your rights under the Consumer Rights Act 2015 for goods that are faulty, not as described, or not fit for purpose.
5. Items That Cannot Be Returned
For hygiene, safety or practical reasons, the following cannot be returned unless faulty:
• Digital products and downloadable items
• Personal care and cosmetics items once opened
• Perishable goods
• Custom or personalised items
• Items specifically marked as final sale at the time of purchase
Your statutory right to cancel under Section 1 still applies to most of these unless a legal exception applies (for example, sealed goods that are not suitable for return for health or hygiene reasons and have been unsealed after delivery).
6. Refunds
Once we've received and inspected your returned item, we'll email you to confirm whether the refund has been approved. Approved refunds are issued to your original payment method within 14 days of us receiving the returned goods (or, if earlier, within 14 days of you providing evidence of having sent them back). Please allow a few extra days for your bank or card provider to show the funds.
7. Order Cancellations Before Dispatch
If you need to cancel an order before it has been dispatched, contact us as soon as possible at original.two.8@gmail.com. We'll do our best to cancel and refund in full, but once an order has entered processing or been dispatched, it will need to be returned under Sections 1 or 2 above instead.
8. Exchanges
We don't currently offer direct exchanges. If you'd like a different size, colour or product, please return your original item for a refund and place a new order.
9. Contact Us
For any question about a return, cancellation or refund, contact us at original.two.8@gmail.com 
Last updated: 23.08.2026