Refund and Returns Policy

Effective Date: 9 April 2025
Business Name: Oxstore LTD
Operated by: TIMOTHY THOMAS GODDARD
Support Email: contact@oxstore.shop
Business Address: 82 Sidford High St, Sidmouth, United Kingdom, EX10 8EG

At Oxstore LTD, we want you to love your home and garden purchases. However, if something isn’t right, we’re here to make returns and refunds simple, fair, and hassle-free — all within the United Kingdom.

📦 Return Eligibility

You may return most items within 14 days of receiving your order, in accordance with the UK Consumer Contracts Regulations.

To be eligible for a return, items must:

  • Be unused and in their original condition

  • Be returned in original packaging (where applicable)

  • Include proof of purchase (e.g., order confirmation email)

🚫 Non-Returnable Items

We do not accept returns for the following unless they arrive damaged or faulty:

  • Customised or personalised products

  • Perishable goods (e.g. live plants, food)

  • Clearance or “Final Sale” items clearly marked as non-returnable

  • Opened or used hygiene-related products (e.g. cushions, bedding)

💸 Refunds

Once we receive your return and inspect the item, we will notify you via email and issue your refund within 5–10 working days to your original payment method.

Please note:

  • Shipping charges (if any) are non-refundable unless the return is due to an error or a faulty item.

  • If your refund is delayed beyond 10 working days, please contact us at contact@oxstore.shop

📮 Return Instructions

To start a return, please email us at contact@oxstore.shop with the following details:

  1. Order number

  2. Reason for return

  3. Photos (if item is damaged/faulty)

We will reply with return instructions and the return address.

Note: Customers are responsible for the cost of return shipping unless the item is damaged, incorrect, or faulty.

🛠 Faulty, Damaged, or Incorrect Items

If your item arrives:

  • Faulty

  • Damaged during delivery

  • Not what you ordered

Please contact us within 48 hours of delivery with supporting photos. We will offer you the choice of:

  • A free replacement

  • A full refund

  • Or store credit — based on your preference

❓ Exchanges

We currently do not offer direct exchanges. If you wish to replace an item, please return it and place a new order.

📍 UK-Only Policy

We only process and accept returns from addresses within the United Kingdom. We do not handle international returns.

💬 Need Help?

We’re here to help every step of the way.

📧 Email: contact@oxstore.shop
🏢 Address: 82 Sidford High St, Sidmouth, United Kingdom, EX10 8EG