Return and refund policy

Refund & Returns Policy for International Orders

1. Introduction

Thank you for shopping with theinkist.co.uk. We’re committed to ensuring your satisfaction with your purchase. If you’re located outside the UK and wish to return or exchange an item, please review the policy below. Please note that our returns process and consumer rights may differ for international orders compared to UK orders due to shipping and customs regulations.

2. Your Legal Rights (International Customers)

While UK consumer law applies to UK customers, international customers have different rights under local laws in their country of residence. We recommend checking your country’s consumer protection laws for specific return and refund entitlements. However, we do our best to ensure a smooth and fair returns process for all customers, regardless of location.

3. Eligibility for Refunds & Returns (International Orders)

To qualify for a refund or exchange on international orders, the following conditions must be met:

• Items must be returned within 30 days from the date of delivery (unless otherwise stated).
• Items must be unused, in their original condition, and in the original packaging.
• Proof of purchase (order confirmation, receipt, etc.) must be provided.

Please note that the 14-day cooling-off period applicable to UK consumers does not apply to international orders unless required by your local law.

4. Non-Returnable Items (International Orders)
As with UK orders, some items may be non-returnable, including:

• Personalised or custom-made items

5. How to Return an Item (International Orders)
If you wish to return an item, please follow these steps:

1. Contact us using the contact us page within 30 days of receiving your order to request a return.
2. Provide your order number and a description of the reason for the return.
3. We will provide you with the return address and instructions.
4. Return the item(s) to us using a trackable shipping method. Please ensure the item is securely packed to avoid damage during transit.
5. You will be responsible for the return shipping costs, except in cases where the item is faulty or damaged.
6. Any refund due will exclude the original shipping costs paid unless the item is faulty or damaged.

6. Faulty or Damaged Items (International Orders)
If your order is faulty, damaged, or incorrect, please notify us within 14 days of receiving your item. We will arrange for a replacement or refund.

For faulty or damaged items, please provide clear photographic evidence of the damage or defect to expedite the claims process including both product and packaging.

7. Refund Process (International Orders)
Once we have received your returned item(s), we will process your refund. Refunds will be issued to the original payment method used at the time of purchase. Please note that the refund may take up to 14 days to appear in your account, depending on your payment provider.

• Please note: If you paid for your order in a different currency, your refund will be processed in the currency of the original transaction. Fluctuations in exchange rates may affect the final refund amount.

8. Delivery Costs (International Orders)

• Return Shipping Costs: You will be responsible for the cost of returning the goods unless the item is faulty, damaged, or incorrect.
• Original Shipping Costs: Shipping costs paid for the delivery of your original order are non-refundable, except in cases where the return is due to our error (e.g., we sent the wrong item or the item is defective).

9. Customs and Import Duties
For international orders, please be aware of the following:

• You may be subject to customs fees, import duties, and taxes depending on the destination country. These charges are your responsibility and are not included in the price you paid for the product.
• We are unable to refund any customs duties or taxes paid by you during the return process, as these fees are set by your country’s customs authorities.