If you are not entirely satisfied with your purchase or change your mind about owning a product bought from https://edinco.co.uk/, you can return it for a refund, subject to the conditions below.
Our return policy lasts 30 days. We aim to process your return application within one working day. To return a product, simply get in touch with us via the Contact Us page and let us know the reason for your return.
Your statutory consumer rights remain unaffected by this policy. For eligible online purchases, you generally have 14 days after delivery to notify us that you wish to cancel, followed by another 14 days to return the goods, subject to applicable legal exceptions.
Damaged, Faulty or Incorrect Products
Upon delivery of the product, if there are any issues with your order, including a product that is damaged, faulty or not functioning as it should, we will arrange an appropriate replacement or refund in accordance with your consumer rights, without additional costs to you.
We ask that you notify us of any issues within 48 hours of receiving the product so we can resolve them promptly. This 48-hour notification period does not limit your statutory rights if a product is faulty, damaged or not as described.
We will cover reasonable return postage costs for faulty or incorrectly supplied products where required by law.
Change-of-Mind Returns
Suppose the item is not faulty, and you change your mind about owning the product.
To be eligible for a return under our additional 30-day returns policy, your item and its packaging must be in unused condition, and it must be in its original packaging.
For change-of-mind returns, you will normally be responsible for the cost of shipping the product back to us.
For returns outside the statutory cancellation period but accepted under our additional returns policy, we may deduct the original delivery costs, where permitted by law and disclosed in the applicable return terms.
For cancellations made under your statutory online cancellation rights, we will refund the applicable standard delivery charge and will not make deductions that are prohibited by law.
If you would like us to arrange return shipping using our discounted rates, please let us know, and we will do our best to assist you.
Administration Processing Fee
For change-of-mind returns accepted under EDINCO's additional 30-day goodwill return policy after the statutory cancellation period has expired, a £2.00 administration processing fee will be deducted from the refund, where legally permitted.
This fee does not apply to refunds required by law, including eligible statutory cancellations and refunds for faulty, damaged, incorrectly supplied or misdescribed products.
Return Process
For a return or exchange, you need first to contact us. Once we approve the return or confirm the applicable return arrangements, send the product to the following address:
IMD Fulfilment (Client: Edinco LTD)
Conway Units, 11C Stephenson Road
Clacton-on-Sea, CO15 4XA
United Kingdom
To complete your return, we require a receipt or other reasonable proof of purchase.
Non-Returnable Items
Several types of goods may be exempt from change-of-mind returns, including:
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Perishable goods.
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Certain intimate or sanitary products.
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Hazardous materials or flammable liquids and gases.
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Gift cards.
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Downloadable software products, where applicable.
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Certain health and personal-care items.
For health and hygiene reasons, sealed goods that are unsuitable for return for those reasons may be excluded from change-of-mind cancellation once unsealed after delivery.
These exceptions do not affect your statutory rights concerning faulty or incorrectly described goods.
Partial Refunds
There are certain situations where only partial refunds may be granted, where legally permitted:
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Products showing signs of use or handling beyond what is reasonably necessary to inspect them, where that handling has reduced their value.
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Any item not in its original condition, damaged or missing parts for reasons not due to our error.
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Items returned outside our 30-day goodwill return period, where a discretionary return is accepted.
Any deductions will be made only where permitted by applicable consumer law.
Refund Processing
Once your return is received and inspected, we will email you to confirm receipt. We will also notify you of the approval or rejection of your refund, where applicable.
If your return request is approved, your refund will be processed to your original payment method.
For discretionary returns outside your statutory cancellation rights, our existing policy allows up to 30 days from receipt of the returned goods for refund processing.
Where a statutory refund deadline applies, we will comply with that deadline. In particular, eligible online cancellation refunds are generally due within 14 days of receiving the returned goods or acceptable evidence of their return. Refunds following the statutory rejection of faulty goods must be made without undue delay and within 14 days of agreeing that the customer is entitled to the refund.
In certain circumstances, we may offer store credit instead, provided the customer expressly agrees where required.
Late or Missing Refunds
If you haven't received a refund yet, first recheck your bank account.
Then contact your credit card company, as it may take some time before your refund is officially posted.
Next, contact your bank. There may be some processing time before a refund appears.
If you have completed these steps and still haven't received your refund, please contact us through our Contact Us page.
Sale Items
Only regularly priced items are ordinarily eligible for discretionary refunds under our additional goodwill arrangements, unless we agree otherwise on a case-by-case basis.
This does not affect statutory cancellation rights or rights relating to faulty goods. Sale items retain the consumer protections required by law.
Exchanges
We offer exchanges for eligible products in accordance with our exchange arrangements.
Where a product arrives defective or damaged, please notify us as soon as possible, ideally within 48 hours of receiving it, so we can investigate and arrange an appropriate remedy.
This requested reporting period does not restrict your statutory consumer rights.
If you need an exchange, please contact us through our Contact Us page. Once we confirm the arrangements, we will provide return instructions.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you may receive gift credit for the value of an eligible discretionary return. Once the returned item is received, a gift certificate may be issued.
If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves before giving it to you, any applicable refund will normally be issued to the original purchaser.
Where a statutory monetary refund is required, it will be made through the original payment method unless an alternative is expressly agreed.
Shipping Costs
For change-of-mind returns, you will normally be responsible for paying the cost of shipping the item back to us, where permitted by law.
For discretionary returns accepted outside the statutory cancellation period, original shipping charges may be non-refundable, and applicable delivery costs may be deducted in accordance with the agreed return terms.
For eligible statutory cancellations, the original standard delivery charge will be refunded where required by law.
For faulty or incorrectly supplied goods, EDINCO will cover reasonable return postage costs where required by law.
Depending on where you live, the time required for an exchanged product to reach you may vary.
If you are returning an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of items that do not arrive at our returns warehouse.
Damages
When you receive your order, we ask that you notify us within 48 hours if the product is damaged, faulty or not functioning as it should.
We request early notification so that issues can be investigated quickly. We will not automatically refuse a legally valid refund, replacement or other remedy simply because a fault was reported after 48 hours.
The 30-day goodwill return period for unwanted products generally requires the item to be unused, unopened where hygiene restrictions apply, and in its original condition. This does not remove statutory rights relating to faulty goods or online cancellations.
If you notify us about damage, we may request evidence of the damage or fault. In some cases, we may require the item to be returned to us.
If a customer has damaged the product or its packaging through misuse or handling beyond what is reasonably necessary, we may refuse a discretionary return or make deductions where legally permitted.
Where we do not accept a discretionary return, the customer may be responsible for relevant shipping fees to have the product returned to them, where permitted by law.
Statutory Consumer Rights
Nothing in this Return & Refund Policy excludes, restricts or overrides your rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.