Refund policy

At WARMFELLS, your comfort and satisfaction matter to us. We want you to shop with confidence, knowing that if something isn't quite right, we're here to help.

Our returns policy is designed to be simple, fair and transparent, in accordance with UK consumer protection laws.

Our 30-Day Warmth Guarantee

We want you to feel the difference our winter essentials make.

Try your WARMFELLS product in everyday winter conditions. If it doesn't keep you warmer and more comfortable than your usual hat and scarf, simply contact us within 30 days of delivery.

You can return your product for a full refund of the item price.

Reasonable use to test the product's warmth is covered by this guarantee. However, items must not have been deliberately damaged or improperly cared for.

For returns under this voluntary guarantee, customers are responsible for return postage unless the item is faulty, damaged or incorrect.

This guarantee is in addition to your statutory consumer rights.

Can I Cancel My Order?

Yes. If your order hasn't been dispatched, please contact us as soon as possible at support@warmfellstore.com.

We'll arrange a cancellation and full refund before dispatch whenever possible.

If your parcel has already been dispatched, you can still exercise your statutory cancellation rights and return it after delivery.

Your 14-Day Statutory Right to Cancel

Under the UK Consumer Contracts Regulations 2013, most customers purchasing online have the legal right to cancel their order without giving a reason.

14 days to cancel: You have 14 days from the day after receiving your order to notify us that you wish to cancel. If your order arrives in separate parcels, this period begins after the final item arrives.
14 days to return: Once you've notified us, you have another 14 days to send the item back.
Standard delivery refund: Where applicable, we'll refund the original standard delivery charge, in addition to the item price.

You may inspect and try on your purchase as you would in a physical shop. If the item has been handled beyond what is necessary to establish its nature, characteristics and functioning, a deduction for diminished value may apply where permitted by law.

Your statutory cancellation rights remain unaffected by our additional 30-day guarantee.

How Do I Return My Order?

1. Contact our customer care team

Email support@warmfellstore.com with your order number and let us know you'd like to arrange a return.

For statutory cancellations, you do not need to provide a reason or obtain prior authorisation. Our team will provide the relevant return instructions.

2. Prepare your parcel

Pack your item securely to prevent damage during transit. We recommend using the original packaging where possible.

3. Send your return

Send your parcel to the return address provided by our customer care team.

We strongly recommend using a tracked delivery service and keeping your proof of postage.

For change-of-mind returns, the customer is responsible for the direct cost of return postage, provided this was disclosed before purchase.

If your item is faulty, damaged or incorrect, we'll cover the reasonable return postage costs or arrange an appropriate return method.

4. Receive your refund

Once your return has been received, or you have provided valid evidence of having sent it back, we'll process your refund in accordance with the applicable return policy and legal requirements.

When Will I Receive My Refund?

We aim to process eligible refunds promptly.

For statutory cancellations, refunds will be issued within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

Refunds are made using the original payment method, unless you expressly agree otherwise, and no refund processing fee will be charged.

Please note that your bank or card provider may require additional time to display the funds in your account.

What If My Item Arrives Damaged, Faulty or Incorrect?

We're sorry if something isn't right with your order.

Please contact support@warmfellstore.com, preferably with your order number and photographs showing the problem, so we can investigate and help you quickly.

Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose and as described.

If your product is faulty, you may be entitled to:

A full refund if you exercise your short-term right to reject within the first 30 days.
A repair or replacement where appropriate under your statutory rights.
A further remedy, including a refund where required by law, if a repair or replacement is unsuccessful or otherwise unsuitable.

We'll cover reasonable return postage costs for faulty or incorrectly supplied items.

Your legal rights relating to faulty goods continue beyond our 30-day Warmth Guarantee.

Can I Exchange My Item?

Of course. If you've ordered the wrong size or would prefer a different option, please contact our customer care team.

We'll explain the available exchange options and help you find a suitable replacement, subject to stock availability.

For voluntary exchanges, return postage may be the customer's responsibility. If we've sent the wrong item or the product is faulty, we'll cover the necessary costs.

Refused or Uncollected Parcels

If your parcel is held for collection, please collect it within the courier's specified timeframe.

If a parcel is refused or left uncollected, it may be returned to the sender.

Please contact us so we can arrange a suitable resolution, which may include reshipping or a refund.

Any applicable delivery or return charges will be handled in accordance with your statutory rights and the terms disclosed before purchase. We do not automatically deduct fees from refunds where doing so would conflict with your legal rights.

Lost or Undelivered Parcels

Every order matters to us.

If your parcel is lost in transit or hasn't arrived within the agreed delivery timeframe, contact support@warmfellstore.com.

We'll investigate directly with the courier.

Where an order is confirmed lost or cannot be delivered, we'll arrange a replacement at no extra cost or provide a full refund, in accordance with your consumer rights.

You will not be required to pay for an item that has not been properly delivered to you.

Customs Duties and Import Taxes

For international orders, customs duties, import taxes or handling charges may apply depending on the destination country and shipping arrangements.

Any additional charges payable by the customer will be communicated clearly before purchase, where applicable, in accordance with relevant consumer and tax requirements.

For orders delivered within the United Kingdom, any applicable UK VAT and import arrangements will be handled in accordance with UK regulations.

If you receive an unexpected customs payment request, please contact us before making payment.

Items Not Eligible for Return

Our voluntary 30-day returns policy does not cover items that have been deliberately damaged, altered or improperly cared for.

For ordinary change-of-mind returns outside the statutory cancellation period, items should be returned in a condition consistent with the applicable policy.

These conditions do not restrict your statutory rights, including your right to cancel eligible online purchases or claim remedies for faulty or misdescribed goods.

Still Have a Question?

We're always happy to help.

Whether you need assistance with sizing, delivery, returns or refunds, our customer care team is here to make things as straightforward as possible.

Customer Support

Email: support@warmfellstore.com

We'll do our best to respond to your enquiry as quickly as possible.

Thank you for choosing WARMFELLS.

WARMFELLS — MADE FOR WINTER.

Optional Cancellation Form

You may use the following form to notify us that you wish to cancel your purchase under your statutory cancellation rights. Using this form is optional; an email clearly stating your decision to cancel is sufficient.

To: support@warmfellstore.com

I hereby give notice that I cancel my contract of sale for the following goods: