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This policy is valid for all customers.

We strive to deliver the best customer service we can, so please do reach out to us if you have any questions, issues, problems.

For online purchases we have a 14-day return policy, which means you have 14 days after receiving your item to request a return if the product is not what you expected. 

To be eligible for a return, your item must be returned to us in the same condition that you received it, unused, with tags still attached, and in its original packaging.

We are unable to accept a return if the item has been used and it is not in the 'brand new' condition. 

If the item is not faulty, the return postage will be at your own expense.

To start a return, you can contact us: info@theredsquirrel.co.uk. 

Damages and issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can look into the issue and make it right.  

Change of mind

If the reason for return is change of mind, we will still accept the return but the return postage is at your own expense. The return must be sent back to us in unused sellable condition. You will not be refunded for any postage costs incurred by us.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products and gift cards/vouchers. Please get in touch if you have questions or concerns about your specific item. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

International Orders

If we have to issue a refund for any reason, this refund will not include the import fees, duties or taxes paid as these are out of our hands.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

For UK orders:

If you keep part of your order and it brings the total order value to less than £15, you will no longer be eligible for the free UK postage you received. This means we will deduct the postage cost from the refund we send to you. This will be clearly communicated before we accept your return.

For any enquiry please email us, we usually respond within 24 hours:

info@theredsquirrel.co.uk.