Returns & Refunds

Change-of-mind returns

For most goods bought online, UK consumers normally have 14 days from the day after receiving the goods to tell us they wish to cancel. After notifying us, you normally have a further 14 days to return the goods.

You may inspect goods as you reasonably would in a shop. If handling goes beyond what is necessary to establish the nature, characteristics and functioning of the goods and this reduces their value, we may be entitled to make an appropriate deduction from the refund.

How to start a return

Contact Caz Online Store before sending an item back. Please include your name, order number, the item you wish to return and the reason for the return. We will provide the return instructions and the appropriate return address.

Faulty, damaged or incorrect items

If an item arrives damaged, faulty, not as described, or you receive the wrong product, please contact us as soon as possible with your order details. Photographs can help us resolve transit damage or incorrect-item issues quickly.

Your statutory rights for faulty or misdescribed goods are separate from the change-of-mind cancellation rights above and are not affected by this policy.

Return postage

For a standard change-of-mind return, the customer may be responsible for the direct cost of returning the goods where this was made clear before purchase. Where goods are faulty, damaged, incorrect or otherwise not in conformity with the contract, we will deal with reasonable return arrangements in accordance with your legal rights.

We recommend retaining proof of postage until your return has been completed.

Refunds

Where a cancellation right applies, refunds will be made using the original payment method unless otherwise agreed. We will process eligible refunds within the time required by applicable UK consumer law.

For a cancelled online order, the refund normally includes the basic outbound delivery charge you paid. Any additional amount paid for an enhanced delivery service above the least expensive standard delivery option we offered may not be refundable.

Depending on your bank or payment provider, it may take additional time after we issue the refund for the funds to appear in your account.

Returns exceptions

Some products may be excluded from the statutory right to cancel where an applicable legal exception applies—for example, certain personalised or made-to-order goods, or sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed.

Any applicable exception will be made clear where relevant. This does not remove your legal rights if an item is faulty or not as described.