Refund policy

We want you to love what you ordered. Most of our items ship directly from our fulfilment partners, so how a return works depends on the reason.

  • If something arrives damaged, defective, incorrect, or doesn't arrive at all, we'll make it right with a refund or replacement. No need to ship anything back.
  • If you simply changed your mind, you can send the item back to us for a refund, but you'll be responsible for the return shipping cost (see "Change of Mind Returns" below).

Damaged, Defective, Incorrect, or Missing Items

To request a refund or replacement, email us at [duskfarersupport@gmail.com] within 30 days of your delivery date (or expected delivery date) with:

  • Your order number
  • A brief description of the issue
  • Photos or a short video clearly showing the problem (for damaged, defective, or incorrect items)

We'll review your request and get back to you within 2–3 business days.

What qualifies:

  • Damaged items: arrived broken, defective, or not functioning as intended. Photo/video evidence required within 30 days of delivery.
  • Incorrect or missing items: wrong product, size, or colour, or something missing from your order. Photo evidence required, including the packaging and shipping label.
  • Non-delivery: if tracking shows your order never moved past a certain point, or it's been stuck for an extended period, contact us and we'll investigate.
  • Order cancellations: full refund if requested before your order has shipped. Once an order has entered fulfilment, it can no longer be cancelled.

No return shipment is required for any of the above. Once approved, we'll send a refund or replacement directly.

Change of Mind Returns (UK Customers: Right to Cancel)

If you're ordering from the UK, you have a legal right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days of receiving it, for any reason, without needing to justify why. Since our items ship directly from fulfilment partners, we can't reroute this kind of return to the manufacturer, so you'll need to send it back to us directly.

How it works:

  1. Email us at [duskfarersupport@gmail.com] within 14 days of receiving your order to tell us you want to cancel. Include your order number; you don't need to give a reason.
  2. We'll confirm and send you a return address.
  3. Post the item back to us within 14 days of telling us you're cancelling. You are responsible for the cost of return postage. Please use a trackable shipping method and keep proof of postage. This is your evidence that the item was returned if there's ever a dispute.
  4. Once we receive the item, we'll refund you within 14 days, including your standard delivery cost (if you paid for express or premium shipping, we'll only refund the equivalent standard delivery amount).

A note on condition: You're welcome to unbox and inspect the item as you would in a shop before deciding to keep it. If it comes back to us visibly used or damaged beyond what's needed to inspect it, we may deduct an amount from your refund reflecting the reduction in its value, but we won't refuse a refund outright on this basis alone.

(Customers outside the UK: change-of-mind returns follow the same process above as a matter of our own policy, though it isn't a statutory requirement outside the UK/EU.)

What Doesn't Qualify

  • Orders marked delivered by the carrier. If you believe your order shows delivered but you didn't receive it, see "Non-Delivery Claims" below.
  • Damage to outer packaging only, where the product itself is unaffected.
  • Gift cards.
  • Custom, personalised, or made-to-order items, and perishable or hazardous goods: these are exempt from the change-of-mind cancellation right by law.
  • Change-of-mind refunds may be reduced (not refused) if an item is returned visibly used or damaged beyond what's needed to inspect it. See "Change of Mind Returns" above.

Note: sale/discounted items are not excluded from change-of-mind returns. UK cancellation rights apply regardless of whether an item was purchased at a discount.

Non-Delivery Claims

If tracking shows your order as delivered but you didn't receive it, we're required to verify this before issuing a refund. This may include:

  • Confirming the delivery address on file
  • Checking with neighbours/household members and any safe-drop location
  • Waiting 24–48 hours, as carriers sometimes mark items delivered slightly early
  • In some cases, providing a non-delivery confirmation from the carrier (we'll help coordinate this if needed)

EU Customers

Orders shipped to EU member states include a small customs duty charged at checkout. If your order is refunded, the product and shipping cost are refunded. The duty charge is a pass-through fee to customs and isn't refundable.