Refund policy

RETURNS

As an online-only retailer, we want you to be happy with your purchase. If you change your mind about an item purchased from us online, you may have a statutory right to cancel your order within 14 days of receiving your goods, subject to the exclusions and conditions set out below.

Where a change-of-mind return is permitted, we ask that goods are returned promptly and, where reasonably possible, in their original packaging with tags, accessories and other included items. You are responsible for taking reasonable care of goods while they are in your possession.

Some products are excluded from cancellation or return due to their nature, hygiene requirements, perishability or because they are made or prepared specifically to order. These exclusions are explained below.

ITEMS EXCLUDED FROM CHANGE-OF-MIND RETURNS

The following products are not ordinarily eligible for a change-of-mind return once the relevant statutory cancellation exception applies:

• Cosmetics and personal-care products where the product has been unsealed after delivery and cannot reasonably be returned for health protection or hygiene reasons.
• Perishable goods, including flowers and food, where applicable.
• Sex toys and intimate products where the goods have been unsealed after delivery and cannot reasonably be returned for health protection or hygiene reasons.
• Compostable refills that have been dispensed or filled specifically to order, as explained below.

These exclusions do not affect your statutory rights in relation to goods that are faulty, damaged, incorrectly supplied, not as described or otherwise do not conform to the contract.

If you are unsure whether you wish to keep an item, we recommend that you do not open, use or sample it until you have decided whether you wish to keep it. For products where a hygiene or health-protection exception applies, unsealing the product may mean that the statutory cancellation right no longer applies.

HOME COMPOSTABLE REFILLS – DISPENSED AND FILLED TO ORDER

Our compostable refill products are dispensed and filled specifically in response to each individual order. Unlike standard pre-packaged products, we do not hold these refills as pre-filled stock ready for general resale.

The quantity of product is dispensed for the individual customer's order, and the refill is then prepared using compostable refill packaging/materials. Once the dispensing or filling process has commenced, the product has been prepared specifically for that order and cannot ordinarily be returned to our general stock or resold to another customer.

For this reason, once a compostable refill has been dispensed or filled specifically to order, we do not accept change-of-mind returns or cancellations where the applicable statutory cancellation exception permits us to exclude them.

This means that, where applicable, you will not be entitled to cancel or return a compostable refill simply because you have changed your mind, ordered the wrong product or quantity, or no longer require it.

If you wish to cancel an order containing a compostable refill, please contact us as soon as possible after placing your order. If we have not yet started dispensing or preparing the refill, we will do our best to accommodate your cancellation request.

Nothing in this section affects your statutory rights where a refill is faulty, damaged, incorrectly supplied, not as described, or otherwise does not conform to the contract.

HOW TO PROCESS A RETURN

If your item is eligible for return, please follow these steps:

1. Go to your online account and log in. You must use this link to access the new online accounts page, where the returns process is activated.
2. Select the order you would like to return.
3. Select the item(s) you would like to return and provide the reason for the return.
4. Click Send Return Request.
5. We will email you to confirm whether your return has been accepted and, where applicable, provide a returns label.
6. If you choose to use our returns label for an eligible change-of-mind return, a £4.00 return postage fee will be deducted from your refund. This fee will not apply where the item is faulty, incorrect, damaged on arrival, or where applicable law requires us to cover the return cost.
7. We charge a 1% restocking fee on eligible voluntary change-of-mind returns, subject to applicable law. This fee does not apply to faulty, incorrect or damaged items, or where you are exercising a statutory right to a refund or other remedy.

YOUR RIGHT TO CANCEL AN ONLINE ORDER

Where the statutory 14-day cancellation right applies, you may cancel your online order without giving a reason within 14 days beginning on the day after you receive the goods.

If your order is delivered in multiple parts, the cancellation period generally runs from the day after you receive the final part of the order.

Where you validly exercise a statutory cancellation right, you must take reasonable care of the goods and return them to us without undue delay and in accordance with the instructions we provide.

This statutory cancellation right does not apply to goods where a specific legal exception applies, including certain goods that are made to the consumer's specifications or are clearly personalised, and certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

REFUNDS

Where you validly exercise a statutory cancellation right, we will refund the payments due to you in accordance with applicable law.

Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed.

For statutory cancellations, we will normally refund the cost of the standard delivery service paid when you placed your order. We are not required to reimburse any additional amount paid for an upgraded or premium delivery service where the law permits us to exclude that additional cost.

We may withhold reimbursement until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first.

Where you are responsible for the cost of returning goods under a statutory cancellation, this will be explained to you before you complete your return.

Where an item is faulty, damaged, incorrect or otherwise does not conform to your statutory rights, we will provide the remedy required by applicable consumer law and will cover any return costs where required.

FAULTY, DAMAGED OR INCORRECT ITEMS

If you receive an item that is faulty, damaged, incorrectly supplied, not as described or otherwise does not conform to your statutory rights, please contact us as soon as possible.

Depending on the circumstances and your legal rights, we may offer a repair, replacement, refund or another appropriate remedy.

Please provide your order details and, where reasonably possible, photographs or other information that helps us identify the issue. This allows us to investigate and resolve the matter as quickly as possible.

WHY DO WE CHARGE A RESTOCKING FEE?

At Plastic Freedom, we believe every product deserves the best chance of finding a new home. Unlike some large retailers, we don't simply dispose of returned items because it's cheaper or easier.

Every returned item is carefully unpacked, inspected, cleaned where appropriate, repackaged and checked to ensure it is in suitable condition to be sold again. This process takes time and resources, but it helps us reduce unnecessary waste and keep perfectly good products in circulation.

Our small restocking fee contributes towards the cost of processing returns sustainably and allows us to continue operating in a way that aligns with our environmental values, rather than passing these costs on through higher product prices.

We appreciate your understanding and support in helping us reduce waste.

The restocking fee does not apply where an item is faulty, incorrect, damaged, not as described, or where you are otherwise exercising a statutory consumer right.

PRODUCT IMAGES & COLOURS

We make every effort to ensure that our product images and descriptions accurately represent the items we sell. Images may be supplied by our brands or taken by our own team.

Please note that colours can appear differently depending on factors such as lighting conditions, photography and individual device or monitor settings. As a result, slight variations in the appearance of a product compared with the images on our website may occur.

Where the correct item and colour have been supplied as ordered, differences in appearance caused by lighting, photography or screen display do not, by themselves, mean that the item is incorrect or faulty. If you choose to return an item for this reason, the applicable change-of-mind returns policy will apply.

This does not affect your statutory rights where an item is genuinely faulty, incorrect, not as described or otherwise does not conform to the contract.

YOUR STATUTORY RIGHTS

Nothing in these Returns & Refunds T&Cs is intended to exclude, restrict or otherwise limit any rights or remedies you have under applicable UK consumer law.

Where the law gives you a right to cancel, return an item, receive a refund, obtain a repair or replacement, or receive another remedy, that right will continue to apply regardless of anything stated in these Returns & Refunds T&Cs.