Return and refund policy

Returns, Refunds & Cancellation Policy

Not happy with your order? Let us know. We want you to be delighted with your purchase, and your feedback helps us improve.

Your Right to Cancel and Return (Change of Mind)

You can cancel your order and return it for a refund for any reason, including if you simply change your mind.

  • You have 14 days from the day you receive your order to tell us you want to cancel. You can do this by emailing info@properfinds.co.uk with your order number and a clear statement that you wish to cancel.

  • You then have a further 14 days to send the goods back to us.

  • Items should be returned in their original packaging where possible. You may open and try items to check they're right for you, but please take reasonable care of them. If an item comes back used beyond what's needed to inspect it, we may deduct an amount reflecting any loss in its value.

Exceptions: By law, some items can't be returned for change of mind. These include sealed beauty and hygiene products that have been unsealed after delivery, and personalised or made-to-order items. Where an exception applies, it will be stated on the product page.

Sale and discounted items: These can be returned in the same way as full-price items.

Faulty, Damaged or Incorrect Items

Your legal rights under the Consumer Rights Act 2015 apply to all our products. Goods must be as described, of satisfactory quality, and fit for purpose.

  • Within 30 days of delivery: if your item is faulty, you can reject it and receive a full refund.

  • After 30 days: you're entitled to a repair or replacement. If that isn't possible or fails, you can claim a refund or price reduction.

To report a problem, email info@properfinds.co.uk with your order number and a clear photo of the issue. We'll pay the cost of returning faulty, damaged or incorrect items and will refund you within 14 days of agreeing that the item is faulty.

How to Return an Item

Step 1: Contact us. Email info@properfinds.co.uk to tell us you'd like to return your order and whether you want a refund or an exchange (for a different size or colour, subject to availability). We'll reply with the correct return address, as we use more than one fulfilment centre.

Step 2: Pack it. Pack the item securely, ideally in its original packaging, and include a note with your order number.

Step 3: Send it. Post it to the address we give you. We strongly recommend a tracked service (such as DHL) and keeping proof of postage, as you are responsible for the parcel until it reaches us.

Please don't send anything back before contacting us, as it may go to the wrong location.

Refunds

  • We'll refund you within 14 days of receiving the goods back, or of receiving proof that you've sent them, whichever is earlier.

  • Refunds go back to your original payment method at no charge.

  • Original delivery costs: if you cancel under your 14-day right, we'll refund the standard delivery charge you paid. If you chose a more expensive delivery option, we only refund the standard rate.

  • Where you're returning only part of an order, we'll refund the returned items and their proportionate share of any delivery cost.

Cancelling Before Delivery

To cancel an order that hasn't arrived yet, email info@properfinds.co.uk as soon as possible. If it hasn't been dispatched, we'll cancel it and refund you in full. If it has already been dispatched, you can refuse delivery or return it once it arrives, and we'll refund you in full as set out above.

Return Shipping Costs

  • Change of mind: you pay the cost of returning the item. We'll be clear about this before you buy, and it isn't refunded.

  • Faulty, damaged or incorrect items: we pay the return cost.