Refund policy
RETURN & REFUND POLICY
Last updated: 11 September 2026
At Ukerbourne, we want you to be satisfied with your purchase. This Return & Refund Policy explains your rights when purchasing goods from Ukerbourne.store, including your statutory rights under UK consumer law.
Nothing in this policy limits or excludes any rights you may have under applicable consumer protection legislation.
Store: Ukerbourne
Website: Ukerbourne.store
Email: info@Ukerbourne.store
1. Your Right to Cancel an Online Order
If you are a consumer purchasing goods online, you generally have the legal right to cancel your order without giving a reason.
You must notify us of your decision to cancel within 14 days from the day after you, or a person nominated by you other than the carrier, receives the goods.
If an order contains multiple items delivered separately, the cancellation period normally begins from the day after you receive the final item.
To exercise your right to cancel, contact us at:
Your cancellation request must clearly state that you wish to cancel your purchase. You may also use the cancellation form provided at the end of this policy, although you are not required to use it.
2. Returning Goods After Cancellation
After notifying us that you wish to cancel, you must send the goods back to us without undue delay and no later than 14 days after the date on which you informed us of your cancellation.
Before sending a return, please contact:
We will provide the appropriate return instructions.
Unless the goods are faulty, damaged, incorrect or otherwise not in conformity with the contract, you will normally be responsible for the direct cost of returning the goods.
We recommend using a tracked postal or courier service and retaining proof of postage until your refund has been completed.
3. Condition of Returned Goods
You may inspect and handle goods to the same extent as you reasonably would in a physical shop.
Returned products should, where reasonably possible, be returned with their original packaging, labels, accessories and other items supplied with the order.
You are permitted to try clothing on to establish its nature, characteristics and fit.
However, if goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, and this causes a reduction in their value, we may make an appropriate deduction from the refund where permitted by law.
This does not affect your rights where goods are faulty or not as described.
4. Refunds Following Cancellation
When you validly cancel an eligible order, we will refund payments due to you, including the cost of the least expensive standard delivery method offered by Ukerbourne, where you paid a delivery charge.
If you selected a more expensive or premium delivery service, such as express delivery, we are not required to refund the additional amount above the cost of our least expensive standard delivery option.
Where we have not offered to collect the goods, we may withhold the refund until we have either:
received the goods back; or
received satisfactory evidence that you have sent the goods back,
whichever occurs first.
Eligible refunds will be made without undue delay and no later than 14 days after the relevant date required by UK law.
Refunds will normally be made using the same payment method used for the original purchase unless you expressly agree to another method.
You will not be charged a fee by Ukerbourne for receiving a statutory refund.
5. Faulty, Damaged or Misdescribed Goods
Under the Consumer Rights Act 2015, goods supplied by Ukerbourne must be of satisfactory quality, fit for their intended purpose and as described.
If an item is faulty, damaged, not as described or otherwise fails to meet these legal requirements, please contact us as soon as possible at:
Please provide your order number and information about the issue. Photographs may be requested where reasonably necessary to help us assess the problem, but this will not remove or restrict your statutory rights.
Where you have a legal right to reject faulty goods, you may be entitled to a full refund.
For qualifying faulty goods, consumers generally have a 30-day short-term right to reject beginning from the relevant date under the Consumer Rights Act 2015.
After the short-term right to reject has expired, you may have the right to request a repair or replacement. If an appropriate repair or replacement is unsuccessful, impossible, unavailable within a reasonable time or would cause significant inconvenience, you may have further rights to a price reduction or final rejection of the goods.
Where goods are rejected because they are faulty or do not conform to the contract, Ukerbourne will bear reasonable return costs where required by law.
6. Incorrect Items
If you receive an item that you did not order, please contact us at info@Ukerbourne.store as soon as reasonably possible.
Where Ukerbourne has sent the wrong item, we will arrange an appropriate solution and will not require you to bear reasonable return costs arising from our error.
7. Items Damaged in Transit
If your order arrives damaged, please contact us as soon as possible after delivery.
Where possible, provide your order number and photographs showing the product, packaging and damage.
Damage occurring during delivery does not remove your statutory consumer rights.
8. Exceptions to the Statutory Right to Cancel
Certain goods may be excluded from the statutory change-of-mind cancellation right where permitted by UK law.
Examples may include goods made to your specifications or clearly personalised for you; goods that are liable to deteriorate or expire rapidly; sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed after delivery; sealed audio, video or computer software products once unsealed; and other products that fall within a statutory exemption.
For clothing and accessories, an exclusion will only be applied where it is legally permitted.
An item being on sale or offered at a reduced price does not, by itself, remove your statutory consumer rights.
9. Hygiene-Sensitive Products
Where a product is supplied in sealed packaging for genuine health protection or hygiene reasons, your right to cancel may cease once that seal has been broken, where UK law permits this exception.
This does not affect your rights if the item is faulty, damaged, misdescribed or otherwise does not conform to the contract.
10. Personalised or Made-to-Order Products
Products that are made to your specifications or clearly personalised may not qualify for the statutory change-of-mind cancellation right.
This exception does not remove your rights where the goods are faulty, damaged, misdescribed or do not conform to the contract.
11. Sale and Promotional Items
Items purchased during a sale, promotion or using a discount code retain the statutory consumer rights that apply to goods purchased at full price.
We will not refuse a legitimate statutory refund solely because an item was discounted.
12. Exchanges
If you would like a different size, colour or product, please contact info@Ukerbourne.store.
Where an exchange service is available, we will provide instructions.
Any exchange service offered by Ukerbourne is additional to, and does not replace, your statutory rights.
13. Proof of Purchase
We may reasonably request proof that the product was purchased from Ukerbourne.
Suitable proof may include an order confirmation, order number, receipt, payment record or other reasonable evidence of purchase.
14. Refund Processing
Once a refund has been issued by Ukerbourne, the time taken for it to appear in your account may depend on your bank, card issuer or payment provider.
Any banking or payment-processing time occurring after we have issued the refund is outside our direct control.
15. Refused or Unauthorised Refund Restrictions
Nothing in this policy allows Ukerbourne to refuse, restrict or misrepresent a consumer's statutory rights.
Any provision of this policy that conflicts with mandatory UK consumer law will be interpreted so that the consumer receives the rights provided by law.
16. Contact Us
For cancellations, returns, refunds, faulty goods or other questions relating to an order, please contact:
Ukerbourne
Website: Ukerbourne.store
Email: info@Ukerbourne.store
Postal Address:
17. Model Cancellation Form
You may use the following form if you wish to cancel an eligible contract, although use of this form is not compulsory.
To: Ukerbourne
Email: info@Ukerbourne.store\
I hereby give notice that I cancel my contract of sale for the following goods:
Goods ordered: ______________________________
Order number: ______________________________
Date ordered: ______________________________
Date received: ______________________________
Customer name: ______________________________
Customer address: ______________________________
Customer signature: ______________________________
(only required if this form is submitted on paper)
Date: ______________________________
18. Your Statutory Rights
This Return & Refund Policy is intended to operate in accordance with applicable UK consumer legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as amended from time to time.
Nothing in this policy affects your statutory rights.