Our 30-day money-back promise

We want you to feel completely confident when ordering from Proper Goods UK. If you change your mind about a purchase, simply contact us and send it back within 30 days of receiving your order.

We’ve made our returns process as straightforward and stress-free as possible.

Returning an item

Please contact us before sending anything back. We’ll provide the return instructions and let you know exactly what to do.

To qualify under our 30-day returns promise:

• You must contact us and send the product back within 30 days of receiving it
• The product must be unused, complete and in a resaleable condition
• It must be returned in its original packaging with any accessories, instructions and other included items

These conditions apply to the additional part of our 30-day returns promise and do not limit your statutory cancellation rights. During the statutory cancellation period, you may inspect a product in the same way that you reasonably could in a shop. We may reduce the refund if it has been used or handled beyond what is necessary to inspect it.

Return postage

If a product is faulty, damaged or not as described, we’ll arrange or cover the reasonable cost of returning it to us.

For change-of-mind returns where there is no fault with the product, you’ll be responsible for arranging and paying the return postage. We recommend using a tracked service and keeping your proof of postage until your refund has been completed.

Refunds

Once your return has been received and checked, the refund will be issued to your original payment method. Refunds will be processed within 14 days of receiving the returned product or, where applicable, valid proof that it has been sent back.

For eligible cancellations made within the statutory 14-day cancellation period, we’ll also refund the cost of our standard delivery service when the entire order is cancelled. Any additional amount paid for an upgraded delivery service will not be refunded.

For change-of-mind returns made during days 15–30, we’ll refund the price paid for the returned product. The original £3.99 delivery charge will not be refunded.

We don’t currently offer exchanges for change-of-mind returns. If you would like a different product, please return the original item for a refund and place a new order.

Faulty or damaged products

If you receive a product that is faulty, damaged or not as described, please contact us as soon as possible with your order details. We may ask for photographs to help us understand the problem and arrange the quickest solution.

The unused, original-packaging and resaleable-condition requirements do not apply to genuinely faulty products. Nothing in this policy affects your statutory rights.

Products that cannot be returned

Certain products may be excluded from change-of-mind returns where permitted by law. These include personalised or made-to-order products, perishable goods and sealed products that cannot be returned for health or hygiene reasons once the seal has been broken.

These exclusions do not affect your rights if a product is faulty, damaged or not as described.

Need help?

If you have any questions or would like to arrange a return, please contact us before sending the product back. Our team will be happy to help.