1. Your 14-day right to cancel
Under the Consumer Contracts Regulations 2013, you may cancel eligible orders within 14 days of the day after delivery, for any reason. Items must be returned unused, in their original packaging and in a resaleable condition.
2. Hygiene exception (important)
For health protection and hygiene reasons, sealed cleaning and descaling chemical products, and consumable hygiene items, cannot be returned once the seal is broken or the product has been opened. This applies, for example, to our citric descaler powder and grout pens once opened. Unopened items remain eligible within the 14-day window. This does not affect your rights in respect of faulty goods.
3. How to start a return
Email support@andrewsph.shopwith your order number and the items you wish to return. We'll confirm the return address and next steps.
4. Return postage
For non-faulty returns (including change-of-mind cancellations), you are responsible for return postage. For faulty, damaged or incorrectly supplied items, we cover the cost of return.
5. Refunds
Once we receive and inspect your return, we refund to your original payment method within 14 days. Refunds cover the price of returned items; original standard shipping is refunded for full-order cancellations made within the cancellation period, in line with your statutory rights.
6. Faulty or incorrect items
If an item arrives faulty, damaged or not as described, contact us promptly. You are entitled to a repair, replacement or refund under the Consumer Rights Act 2015. This is in addition to, and not limited by, the 14-day policy above.
7. International orders
The same rights apply to customers worldwide. For returns from outside the UK, please contact us first so we can advise the best method; return shipping costs for non-faulty items are the customer's responsibility.