Returns & Refunds Policy

Last updated: 25/07/2025

Your Consumer Rights

Important Notice

Under UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, you have statutory rights that cannot be excluded. This policy explains your rights and our procedures in plain English.

At Physical Store Ltd, we want you to be completely satisfied with your purchase. If you're not happy with your order, we offer flexible returns and refunds in accordance with UK law.

14-Day Cooling Off Period

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

What's Included:

  • • All online purchases
  • • Phone orders
  • • Mail orders
  • • Items bought away from our premises

Exceptions:

  • • Personalized/custom items
  • • Perishable goods
  • • Hygiene-sensitive items
  • • Digital downloads (once accessed)

How to Cancel:

You can cancel by clearly stating your decision to cancel. You can:

  • • Email us at returns@physicalstore.co.uk
  • • Call us on +447575847048
  • • Use our online returns form
  • • Send a letter to our registered address

How to Return Items

1

Contact Us

Let us know you want to return an item within 14 days of receipt

2

Pack & Send

Return items within 14 days of telling us you want to cancel

3

Get Refund

We'll refund you within 14 days of receiving your return

Return Conditions:

  • • Items must be in original condition and packaging
  • • Include all accessories, manuals, and free gifts
  • • Items should be unused (except for examination)
  • • You're responsible for return shipping costs (unless item is faulty)

Refund Process

Refund Timeline:

  • • Standard returns: 14 days from receipt of returned item
  • • Faulty items: Immediate refund upon confirmation
  • • Cancelled orders: 14 days from cancellation notice

Refund Method:

  • • Same payment method used for purchase
  • • Bank transfers for cash payments
  • • Store credit (if preferred)
  • • No additional charges for refunds

What We Refund:

  • • Full purchase price of returned items
  • • Original delivery charges (if entire order returned)
  • • Return shipping costs (for faulty items only)

Faulty or Damaged Items

Under the Consumer Rights Act 2015, if goods are faulty, not as described, or not fit for purpose, you have additional rights:

First 30 Days:

You have the right to reject faulty goods and get a full refund.

After 30 Days:

We'll offer a repair or replacement. If this isn't possible or fails, you can claim a refund or price reduction.

What to Do:

  • • Contact us immediately
  • • Don't use the item further
  • • Keep all packaging and accessories
  • • We'll arrange collection at no cost to you

Exchanges

While there's no legal right to exchange goods that aren't faulty, we offer exchanges as a goodwill gesture:

Exchange Policy:

  • • Within 30 days of purchase
  • • Items in original condition
  • • Same or higher value items
  • • Subject to availability

Exchange Process:

  • • Contact our customer service team
  • • Return original item
  • • We'll send replacement item
  • • Pay any price difference

Need Help with Returns?

Our customer service team is here to help with any returns or refund queries:

Contact Details:

  • Email: returns@physicalstore.co.uk
  • Phone: +447575847048
  • Hours: Mon-Fri 9AM-6PM GMT

Return Address:

Physical Store Ltd
Returns Department
27 Old Gloucester Street
LONDON, WC1N 3AX United Kingdom

Tip: Keep your order confirmation email and any tracking information to help us process your return quickly.