Returns and Refunds Policy

This Returns and Refunds Policy explains how returns, refunds, cancellations and exchanges are handled for purchases made from Stowform.

This website is operated by:

Stowform
20-22 Wenlock Road
London
N1 7GU
United Kingdom

Email: hello@stowform.com

Nothing in this policy affects your statutory rights.

1. Changing your mind

If you are a consumer in the United Kingdom, you may have the right to cancel your order within 14 days of receiving your goods.

To cancel your order under this statutory cancellation right, you must notify us clearly by email at hello@stowform.com within 14 days of receiving your order. After notifying us that you wish to cancel, you must return the goods to us within 14 days.

In addition to any statutory cancellation rights, we currently offer a 30-day returns period for eligible items. This means you may request to return eligible items within 30 days of receiving your order, provided the items meet the return eligibility requirements set out in this policy.

Returned products must be unused, clean, undamaged, complete with all parts and accessories, and, where reasonably possible, in their original packaging.

Nothing in this policy affects your statutory rights.

2. Return eligibility

To be eligible for a return, your item must be:

• unused;
• in the same condition that you received it;
• clean and undamaged;
• complete with all parts, accessories and packaging where applicable;
• returned with proof of purchase or your order number.

We reserve the right to refuse a return or make a deduction from your refund where products have been used, damaged, marked, altered, handled beyond what is necessary to inspect them, or returned incomplete.

3. Non-returnable items

Certain items may not be eligible for return, including:

• items that have been used, damaged or altered by you;
• items returned without proof of purchase;
• gift cards, where offered;
• products that cannot be returned for hygiene reasons once opened or used, where applicable;
• items clearly personalised or made to your specification, where applicable.

This does not affect your rights if an item is faulty, damaged or not as described.

4. How to start a return

To start a return, please email us at hello@stowform.com with:

• your order number;
• the email address used to place the order;
• your full name;
• the item you wish to return;
• the reason for the return;
• photographs, where the item is damaged, faulty or incorrect.

Where a return is accepted, we will tell you where to send the item and any return reference or instructions that need to be included with the parcel.

Please do not return items without contacting us first. Returns sent without prior contact may be delayed, refused or not processed correctly.

5. Return shipping costs

Unless the item is faulty, damaged, incorrect, or you have another legal right to a free return, you are responsible for the cost of returning the item to us, including where you use our voluntary 30-day returns period.

6. Faulty, damaged or incorrect items

If your item arrives faulty, damaged or incorrect, please contact us at hello@stowform.com as soon as possible.

Please include your order number, a description of the issue and clear photographs showing the problem.

Where an item is faulty, damaged or incorrect, we will review the issue and, where appropriate, offer a replacement, repair, refund or other remedy in accordance with your legal rights.

We may ask you to return the item or provide additional information so that we can assess the issue.

7. Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method.

Please allow time for your bank, card provider or payment provider to process the refund. Processing times vary and are outside our control.

We may deduct from your refund where:

• the product has been used, damaged or handled beyond what is necessary to inspect it;
• the product is returned incomplete;
• you selected a more expensive delivery option than our standard delivery option;
• the parcel was refused, uncollected or returned due to incorrect delivery information;
• charges have been incurred by us because of refused delivery, failed delivery, uncollected parcels or issues caused by incorrect or incomplete delivery information.

8. Exchanges

We may offer exchanges at our discretion, subject to stock availability.

If you would like to exchange an item, please contact us at hello@stowform.com with your order number and details of the item you would like instead.

If the replacement item costs more than the original item, you may need to pay the difference. If it costs less, we may refund the difference.

9. Cancelling an order before dispatch

If you wish to cancel or amend an order before it has been dispatched, please contact us as soon as possible at hello@stowform.com.

We will do our best to help, but we cannot guarantee cancellation or amendment once an order has been processed, packed or dispatched.

If your order has already been dispatched, you may need to follow the returns process after receiving it.

10. Refused or undeliverable orders

If an order is refused, uncollected or returned to us because of incorrect or incomplete delivery information, we may deduct from any refund the costs incurred by us, including shipping, return shipping, courier fees, customs charges and handling costs.

11. Sale items and promotional purchases

Sale items and promotional purchases may be returned in accordance with this policy unless clearly stated otherwise at the time of purchase.

Where a discount or promotion was applied to your order, any refund will reflect the amount actually paid after the discount.

If returning part of a bundle, multi-buy or promotional order, your refund may be adjusted to reflect the terms of the original offer.

12. Gifts

If an item was marked as a gift and shipped directly to you, we may offer a gift credit or exchange where appropriate.

If the item was not marked as a gift, or the gift giver had the order shipped to themselves before giving it to you, any refund will usually be made to the original payment method.

13. Your statutory rights

Nothing in this Returns and Refunds Policy affects your statutory rights.

If you are a UK consumer, goods must be as described, fit for purpose and of satisfactory quality. If they are not, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

14. Changes to this Returns and Refunds Policy

We may update this Returns and Refunds Policy from time to time. Any changes will be posted on this page.

The policy that applies to your order will usually be the one in effect at the time you placed your order, unless a change is required by law.

15. Contact us

If you have any questions about returns, refunds, cancellations or exchanges, please contact us at:

Stowform
20-22 Wenlock Road
London
N1 7GU
United Kingdom

Email: hello@stowform.com