Refund policy

Last updated: 29/07/26

We hope you are pleased with your order. This policy explains your rights when cancelling an online purchase, returning an unwanted item, or reporting a faulty, damaged or misdescribed product.

Nothing in this policy affects your statutory rights under UK consumer law.

30-day returns policy

In addition to your statutory rights, we offer a 30-day returns period. You may request a return within 30 days after receiving your order.

To qualify for our extended change-of-mind returns policy, the item should be returned:

in its original condition;
unused, except for reasonable inspection;
with any tags attached;
with its original packaging where reasonably possible; and
with proof of purchase.

You may inspect an item as you would reasonably be permitted to inspect it in a shop. We may reduce your refund where handling beyond what was reasonably necessary has reduced the item’s value.

The statutory exceptions described below still apply.

How to request a return

To request a return, contact:

Email: support@favebox.co.uk

Please include your:

name;
order number;
item or items being returned; and
reason for returning them, where applicable.

We will provide return instructions and confirm whether we will issue a return shipping label.

Returns should be sent to:

FaveBox Returns
197 Colebrook Lane
Loughton
Essex
IG10 2HG
United Kingdom

Please contact us before posting a return so that we can identify and process it correctly. This does not limit any statutory right to cancel an order by making a clear statement to us within the applicable cancellation period.

You should obtain and retain proof of postage until your return has been completed.

Your statutory right to cancel an online order

Where the statutory cancellation right applies, you may cancel an online order without giving a reason.

You must tell us that you wish to cancel within 14 days beginning on the day after you, or a person nominated by you, receives the goods.

After telling us that you wish to cancel, you ordinarily have a further 14 days to send the goods back.

Our voluntary 30-day returns period gives you additional time to request a return, but it does not replace or reduce your statutory rights.

Return postage

For change-of-mind returns, you are responsible for the direct cost of returning the goods unless:

we agree to cover that cost;
we provide a prepaid return label without stating that its cost will be deducted; or
the goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

Where we provide a prepaid label for a change-of-mind return, we will tell you before the return whether its cost will be deducted from your refund.

We will cover reasonable return costs where required because an item is faulty, damaged, misdescribed or incorrect.

Damaged, faulty, incorrect or misdescribed items

Please inspect your order after delivery and contact us as soon as reasonably possible if an item:

arrives damaged;
is faulty;
is not as described; or
is not the item you ordered.

Contact us at support@favebox.co.uk and provide your order number, a description of the problem and photographs where they would help us assess the issue.

We will review the issue and provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

You normally have a statutory short-term right to reject goods that do not conform to the contract within 30 days of receiving them. Other statutory remedies may remain available after that period.

Exceptions to change-of-mind returns

The statutory right to cancel and our voluntary change-of-mind returns policy may not apply to:

goods made to your specifications or clearly personalised;
goods liable to deteriorate or expire rapidly, including certain food products;
sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed;
sealed audio, video or computer software products once unsealed;
newspapers, periodicals or magazines, except subscription contracts; and
goods that have become inseparably mixed with other items after delivery.

These exceptions apply only where the relevant legal conditions are met.

They do not affect your rights where an item is faulty, damaged, unsafe, misdescribed or otherwise does not conform to the contract.

Please contact support@favebox.co.uk before ordering if you are unsure whether an item can be returned.

Gift boxes

A gift box may contain several individual products.

Where you cancel and return an entire gift box, all included items, accessories and packaging should be returned.

We may not be able to accept a change-of-mind return of only part of a gift box where the products were sold together as one combined product, unless we agree otherwise.

If an individual item within a gift box is faulty, damaged, missing or incorrect, contact us so that we can provide an appropriate remedy. You do not necessarily need to return the entire box unless reasonably required to resolve the issue.

Gift boxes containing personalised or rapidly perishable products may be excluded from change-of-mind cancellation where the relevant statutory exception applies.

Food and confectionery

Food that is liable to deteriorate or expire rapidly is generally excluded from the change-of-mind cancellation right.

We cannot accept a change-of-mind return of food where its seal has been broken or where returning it would create a health, hygiene or safety concern.

This does not affect your rights where food is damaged, unsafe, incorrectly supplied or not as described.

Personal-care and hygiene products

Sealed personal-care or hygiene-sensitive products may be returned under the change-of-mind policy where they remain sealed and otherwise qualify for return.

Once the seal has been broken, these items may be excluded from change-of-mind returns where they are no longer suitable for return for health-protection or hygiene reasons.

This does not affect your rights where an item is faulty, damaged, unsafe or misdescribed.

Personalised products

Products made to your specifications or clearly personalised cannot normally be returned merely because you have changed your mind.

You remain entitled to a remedy where we have made an error, the personalisation does not match the order, or the product is faulty, damaged or misdescribed.

Sale items

Sale and discounted items may be returned under the same statutory rules as full-price items.

They may also qualify for our voluntary 30-day returns policy unless the listing clearly states a lawful exception that applies to the particular product.

An item reduced because of a specific defect cannot ordinarily be returned because of that disclosed defect, but your rights regarding other faults remain unaffected.

Gift cards

Gift cards are generally non-returnable once used.

Your cancellation rights for an unused gift card may depend on how and when it was supplied. Contact us at support@favebox.co.uk if you wish to cancel an unused gift-card purchase.

Where a digital gift card is supplied immediately at your express request, your cancellation right may be affected if you expressly agreed to immediate supply and acknowledged the relevant consequences before delivery.

Exchanges

We do not currently process direct exchanges.

The fastest way to obtain a different item is to return the original item in accordance with this policy and place a separate order.

Your statutory right to a repair or replacement for faulty or non-conforming goods is not affected by this section.

Refunds

We will notify you when we have received and inspected your return.

Where a refund is due following statutory cancellation, we will process it without undue delay and no later than 14 days after the earliest applicable date permitted by law, generally:

the date we receive the returned goods; or
the date you provide evidence that you sent the goods back.

We may withhold the refund until we receive the goods or you provide evidence that they have been returned.

Refunds will normally be made to the original payment method unless you expressly agree otherwise. We will not charge a refund administration fee.

Your bank or payment provider may take additional time to show the refunded amount after we have processed it.

Original delivery charges

Where you cancel and return your entire order under your statutory cancellation right, we will refund the original standard delivery charge.

If you selected a more expensive delivery method, such as express delivery, we are only required to refund the amount that our least expensive standard delivery method would have cost.

Original delivery charges are not ordinarily refunded where you return only part of an order under the change-of-mind policy, unless required by law or stated otherwise.

Reduced refunds

We may make a reasonable deduction from a change-of-mind refund where the value of an item has been reduced because it was handled beyond what was reasonably necessary to establish its nature, characteristics and functioning.

We will not make an arbitrary restocking or administration deduction from a statutory refund.

Late or missing refunds

After receiving confirmation that we have processed your refund, please allow your bank or payment provider time to credit it to your account.

If you have not received the refund after 15 business days from our confirmation, contact:

support@favebox.co.uk

Contact us

Questions about returns or refunds should be sent to: