Returns & Refunds

At Back to Basics, we want you to shop with confidence. This policy explains how to cancel an order, request a return and receive a refund. It does not limit your statutory rights under UK consumer law.

Changing your mind — 14-day cancellation right

For most goods purchased online, you can cancel without giving a reason within 14 days beginning the day after you receive your order (or the last item if your order arrives in separate deliveries). Tell us clearly that you wish to cancel within that period. You then have another 14 days to return the goods.

Email backtobasicsessentials1@gmail.com and include your order number and the item or items you wish to return. You can also use the optional cancellation form below. You do not need to give a reason.

How to return an item

Contact us at backtobasicsessentials1@gmail.com to notify us of your return or cancellation.
We will provide the correct return address and instructions for your order. Please contact us before sending any items back.
Pack the item securely and keep proof of postage. For a change-of-mind cancellation, send it back within 14 days of notifying us.

Who pays return postage?

If you change your mind, you are responsible for the direct cost of returning the goods unless we agree to cover it or the law requires us to do so. Return costs depend on the delivery service and destination; contact us for the appropriate return location before posting anything.

Where an item is faulty, damaged or not as described, we will arrange an appropriate remedy and cover reasonable return costs where legally required.

Refunds and timing

When a valid cancellation applies, we refund the price paid for the returned goods and any standard outbound delivery charge required by law. If you chose a more expensive delivery service, we are not required to refund the additional cost above standard delivery. For partial returns, outward delivery refunds depend on the circumstances and applicable law.

Where goods have been returned following a cancellation, we may wait until we receive them or you provide evidence of sending them back, whichever happens first. We will issue the refund within 14 days of that point, in accordance with the applicable rules. Refunds are usually made to the original payment method; your payment provider may take additional time to show the credit.

Goods may be inspected. Any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods may result in a lawful deduction from the refund.

Faulty, damaged or incorrect goods

If an item arrives faulty, damaged, incorrect or materially different from its description, contact us as soon as possible with your order number and an explanation. Photos may help us resolve the problem, but they are not a condition of your statutory rights. We will work with you on a repair, replacement, refund or other remedy as required by law. Nothing here restricts your rights under the Consumer Rights Act 2015.

Exceptions

Some categories have legal exceptions to change-of-mind cancellation, including certain sealed goods not suitable for return for health protection or hygiene reasons once unsealed, where that exception applies. Any such exception does not remove your rights for faulty or misdescribed goods.

Model cancellation form (optional)

You may copy the following details into an email, but you do not have to use this form:

To: Back to Basics — backtobasicsessentials1@gmail.com
I hereby give notice that I cancel my contract of sale of the following goods: [product(s)]
Order number: [number]
Ordered on: [date]; Received on: [date]
Customer name: [name]
Customer address: [address]
Date: [date]