Refund policy

Returns & Refunds Policy

We want you to be satisfied with your purchase. This policy outlines your rights and our returns procedures in accordance with UK consumer law.

1. Your Consumer Rights

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.

If goods are faulty, damaged, or not as described, you may be entitled to a repair, replacement, or refund.

2. Faulty, Damaged, or Incorrect Items

If an item you purchased is faulty or not as described:

  • You may request a full refund within 30 days of purchase.

  • After 30 days, we may offer a repair or replacement where appropriate.

  • If repair or replacement is not possible, a refund may be issued.

Please contact us as soon as possible if you believe your item is faulty.

3. Returns for Unwanted Items (In-Store Purchases)

We are happy to accept returns of unwanted items within 30 days of purchase, provided that:

  • The item is unused

  • The item is in resaleable condition

  • You provide proof of purchase

For unwanted items purchased in store, we offer:

  • Exchange

  • Store credit

Refunds are not normally provided for unwanted in-store purchases unless required by law.

4. Online Orders – Right to Cancel

Under the Consumer Contracts Regulations 2013, customers purchasing online have the right to cancel their order.

You have:

  • 14 days from the day you receive the item to notify us that you wish to cancel.

  • A further 14 days to return the item.

Items must be returned unused and in resaleable condition.

Refunds will be processed within 14 days of receiving the returned item.

Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

5. Items That Cannot Be Returned

Unless faulty, we cannot accept returns for:

  • Gift cards or vouchers

  • Special order or personalised items

  • Digital products or downloadable content

6. Proof of Purchase

Proof of purchase may include:

  • Receipt

  • Order confirmation

  • Bank or card statement

7. How to Return an Item

In Store

Please bring the item and proof of purchase to our shop.

By Post (Online Orders)

Please contact us before returning items so we can provide return instructions.

8. Contact Details

If you have questions regarding a return, please contact us:

Email: shop@intothewest.co.uk
Address: Into the West Ltd. 38 Middle Street, Brixham, Devon. TQ5 8ER