Refund policy

RETURN AND REFUND POLICY

We hope that you are pleased with your purchase. In addition to your statutory rights, CB Stores offers a 30-day return period for eligible products.

You must contact us within 30 days after receiving your order if you wish to request a return. To start a return, email us at orders@cbestore.co.uk and include your order number and the reason for the return.

We will provide the appropriate returns address and instructions. Please contact us before sending any goods back, as returning an item to an incorrect address may delay your refund. This request does not limit or remove any statutory rights you may have.

YOUR STATUTORY RIGHT TO CANCEL

If you are a consumer who purchased through our website, you normally have the right to cancel an eligible order without giving a reason.

You must inform us that you wish to cancel within 14 days after the day on which you, or a person nominated by you, receives the goods. After notifying us, you must return the goods within a further 14 days.

You may inspect and try on an item as you reasonably would in a physical shop. You are responsible for taking reasonable care of the goods while they are in your possession.

We may make a reasonable deduction from your refund if the value of an item has been reduced because it was handled beyond what was necessary to establish its nature, characteristics and suitability. This does not affect your right to inspect or try on clothing.

OUR ADDITIONAL 30-DAY RETURN POLICY

For returns requested after the statutory 14-day cancellation period but within 30 days of delivery, the item must be:

unworn and unused;
in the condition in which it was received;
complete with its original tags; and
returned with its original packaging where reasonably applicable.

Items that show signs of wear, washing, alteration, damage, odour, staining or use may not qualify for a return under our additional voluntary 30-day policy.

This additional policy does not replace or restrict your statutory rights concerning faulty, damaged, misdescribed or incorrectly supplied goods.

FAULTY, DAMAGED OR INCORRECT ITEMS

Please inspect your order as soon as reasonably possible after delivery. Contact us promptly if an item is faulty, damaged in transit, not as described or different from the item you ordered.

Email orders@cbestore.co.uk with your order number, a description of the issue and, where useful, photographs showing the problem.

If the goods do not meet your statutory rights, we will provide an appropriate remedy, which may include a refund, repair or replacement depending on the circumstances and applicable consumer law.

Where goods are faulty, damaged, misdescribed or supplied incorrectly, CB Stores will cover the reasonable cost of returning them. We may provide a prepaid return label or make another suitable collection or return arrangement.

SALE AND PRE-OWNED ITEMS

Sale and discounted items may be returned in accordance with this policy and your statutory rights.

Pre-owned or previously used goods may also be returned where eligible. Their age, condition, price and any wear or imperfections clearly disclosed in the product description will be taken into account when assessing whether the goods are faulty or not as described.

A condition issue or imperfection that was clearly disclosed before purchase will not normally be treated as an undisclosed fault.

ITEMS THAT CANNOT NORMALLY BE RETURNED

The statutory right to cancel may not apply to certain products, including:

goods made to your specifications or clearly personalised;
goods that are liable to deteriorate or expire rapidly;
sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed; and
other products excluded from cancellation rights under applicable consumer law.

For hygiene reasons, products such as underwear, pierced jewellery, beauty products or personal-care goods may only be returned for a change of mind where any hygiene seal remains intact, unless the item is faulty, damaged, misdescribed or supplied incorrectly.

Gift cards are excluded from our voluntary 30-day change-of-mind return policy, except where required by law or where the gift card is faulty or was supplied incorrectly.

Please contact us before purchasing or returning an item if you are unsure whether an exception applies.

EXCHANGES

We do not normally process direct exchanges through the returns system. The quickest way to obtain a different product, colour or size is to return the original item and place a separate order for the replacement.

Any replacement order is subject to product availability and the price displayed when the replacement order is placed.

RETURN SHIPPING COSTS

For eligible change-of-mind returns, you are responsible for the direct cost of returning the goods unless we have agreed otherwise.

We recommend using a tracked postal service and retaining proof of postage. You remain responsible for the returned goods until they are received by us, except where we have arranged collection or provided the return service.

If the item is faulty, damaged, misdescribed or was supplied incorrectly, CB Stores will cover the reasonable return cost.

REFUNDS

We will notify you after receiving and inspecting your return.

Where a refund is due, it will be issued to your original payment method unless another method has been expressly agreed with you. We will not charge a fee for issuing the refund.

For a statutory cancellation, we will process the refund without undue delay and no later than 14 days after:

we receive the returned goods; or
you provide satisfactory evidence that you have sent the goods back, if this occurs earlier.

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

Where applicable, we will refund the price paid for the returned goods and the cost of our least expensive standard outbound delivery service. If you selected a more expensive delivery option, such as express or next-day delivery, the additional delivery charge above the standard service will not normally be refunded.

For returns made solely under our voluntary 30-day policy after the statutory cancellation period has ended, the original delivery charge will not normally be refunded unless the goods were faulty, damaged, misdescribed or supplied incorrectly.

After we issue the refund, your bank or payment provider may require additional time to display it in your account. If you have not received your refund within 15 business days after we confirm that it has been issued, please contact us at orders@cbestore.co.uk.

PROOF OF PURCHASE

We may ask you to provide proof that the goods were purchased from CB Stores. This may include an order confirmation, receipt, payment record or other reasonable evidence of purchase.

INTERNATIONAL CUSTOMERS

Customers outside the United Kingdom may have additional mandatory cancellation and consumer rights under the laws applicable in their country. Nothing in this policy is intended to exclude rights that cannot legally be excluded.