Refund Policy
Last updated: 6 August 2026
We want every Warmoura piece to earn its place in your home. If something is not right, we will make it right. This policy explains how returns, refunds, exchanges and cancellations work, and what we need from you to process them quickly.
This policy sits alongside your legal rights and does not replace them. If you are a consumer in the UK or EU, your statutory rights are set out in section 9.
1. Our 30-day return window
You have 30 days from the day your order is delivered to request a return. Once we have approved your request, you have a further 14 days to send the item back to us.
To be accepted, a returned item must be:
- Unused and unwashed, in the same condition in which you received it;
- In its original packaging, with all tags, inserts, cables, adaptors and accessories included;
- Free from odours, pet hair, makeup, fragrance or signs of wear.
You are welcome to open a product and try it, in the same way you would in a shop. If an item comes back showing use beyond that reasonable handling, we may reduce your refund to reflect the loss in value.
2. How to start a return
- Email support@warmoura.com with your order number, the item or items concerned, and the reason for the return.
- We will reply within 24–48 business hours with return authorisation and the correct return address.
- Pack the item securely and send it with a tracked service. Keep your proof of postage until the refund lands.
Please do not send anything back before you have return authorisation from us. Unannounced returns can be delayed or lost in transit, and we cannot process what we cannot identify.
3. Damaged, faulty or incorrect items
Inspect your parcel as soon as it arrives. If an item is damaged, faulty, or is not what you ordered, email support@warmoura.com within 14 days of delivery and include:
- Your order number;
- Clear photographs of the item and the fault or damage;
- A photograph of the outer packaging and shipping label if the parcel itself was damaged.
We will arrange a free replacement or a full refund, including the original delivery charge, and we cover return postage. You will never pay to return something that arrived wrong.
Faults that appear later are covered too — see section 9 for your statutory rights on goods that are not of satisfactory quality.
4. Who pays for return postage
| Reason for return | Return postage paid by |
|---|---|
| Item damaged, faulty, or incorrect | Warmoura |
| Change of mind, wrong size or colour chosen, no longer wanted | Customer |
| Cancellation under UK / EU consumer law within 14 days | Customer, unless the item is faulty |
Original delivery charges are refunded when the return is our fault, and when you exercise your statutory 14-day right of withdrawal on the whole order. They are not refunded for a change-of-mind return of part of an order.
Return postage is not refundable unless the return is our fault. We strongly recommend a tracked service — until a parcel reaches us, it remains your responsibility.
5. Refund processing times
- We inspect and process returns within 2–3 business days of the parcel arriving with us.
- We email you as soon as the refund is approved or declined.
- Approved refunds are issued to your original payment method.
- Your bank or card issuer then takes a further 5–10 business days to show the money in your account. PayPal and Klarna are usually quicker; some international banks are slower.
If more than 15 business days have passed since we confirmed your refund and nothing has arrived, email us and we will chase it with our payment provider.
6. Exchanges
The fastest way to exchange is to return the original item for a refund and place a new order straight away — that way you secure the item you want before it sells out. If you would rather we handle it as a direct exchange, tell us when you request your return and we will arrange it. Direct exchanges are dispatched once your original item has arrived back with us and passed inspection.
Exchanges on damaged or incorrect items are always free.
7. Cancelling an order
If your order has not yet been dispatched, email support@warmoura.com as soon as possible and we will cancel it and refund you in full. Because we aim to dispatch within 1–3 business days, please contact us quickly.
Once an order has been dispatched it cannot be cancelled in our system, but you can still refuse delivery or return it under this policy or under your statutory right of withdrawal.
8. Items we cannot accept back
For hygiene, safety or legal reasons we cannot refund:
- Items returned more than 30 days after delivery, unless they are faulty;
- Items returned used, washed, soiled or damaged by the customer, or missing their original packaging and accessories;
- Sealed hygiene items where the seal has been broken after delivery;
- Gift cards and digital products;
- Personalised or made-to-order items, unless faulty;
- Items bought from another retailer — those must go back to the shop that sold them.
Sale and clearance items are returnable on exactly the same terms as full-price items.
If a returned item does not meet the conditions of this policy, we will contact you before taking any action. You may have it sent back to you at your cost, or ask us to recycle it responsibly.
9. Your legal rights
United Kingdom
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from receiving your order to change your mind, and a further 14 days to return the goods. This right sits on top of, and is not replaced by, our 30-day policy — whichever gives you more, applies.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you are entitled to a full refund within 30 days of delivery, and to a repair, replacement or partial refund after that.
European Union
If you are a consumer in the EU you have an equivalent 14-day right of withdrawal under the Consumer Rights Directive, plus a two-year legal guarantee of conformity on goods.
Elsewhere
Customers in the United States, Canada, Australia, New Zealand and Switzerland are covered by our 30-day policy above, alongside any mandatory consumer protections in their own country — including the Australian Consumer Law guarantees and the New Zealand Consumer Guarantees Act.
10. International returns
International customers follow the same process. Mark the parcel clearly as “Returned goods — no commercial value” on the customs declaration so it is not held or taxed on entry. Return shipping, duties and taxes on a change-of-mind return are the customer’s responsibility. Where you paid import duty on the original order, you may be able to reclaim it from your local customs authority once the goods have been returned; we will supply any paperwork you need.
11. Late or missing refunds
Check your bank statement first, then contact your card issuer — posting times vary between banks. If you have done both and the refund is still missing, email support@warmoura.com with your order number and we will investigate.
12. Talk to us first
Most problems have a simple answer. Email support@warmoura.com and a real person will reply within 24–48 business hours — usually with a solution attached.