Refund policy

Returns & Refunds Policy

Last updated: September 2025

At Poppy & Charlie, we want you to be happy with your purchase. If you are not satisfied, this policy explains your rights to return products and receive a refund.

1. Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving a reason.
To exercise this right, please notify us in writing (by email) before the cancellation period ends.

2. Conditions for Returns

Items must be returned unused, in their original packaging, and in re-sellable condition.
We cannot accept returns of items that are used, damaged, or not in their original condition unless they are faulty.
For hygiene and safety reasons, certain items (e.g., personalised or custom products) may be excluded from return unless faulty.

3. Returning Your Items

To arrange a return, please contact us at hello@poppyandcharlie.co.uk with your order details.
Unless the item is faulty or incorrect, return postage costs are the responsibility of the customer.
We recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit.

4. Refunds

Once we receive and inspect your returned item, we will process your refund within 14 days.
Refunds will be issued to your original payment method.
Shipping costs (if any) are non-refundable unless the product is faulty or incorrect.

5. Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us as soon as possible with details and photos if applicable.
We will arrange a replacement or full refund, including return postage costs.

6. Exchanges

At this time, we do not offer direct exchanges. If you would like a different product, please return the item for a refund and place a new order.

7. Contact Us

If you have any questions about this Returns & Refunds Policy, please contact us at:

Email: hello@poppyandcharlie.co.uk