Refund policy

Your statutory right to cancel (UK and EU customers)

If you are a consumer in the United Kingdom or the European Union, you have a legal right to cancel your order within 14 days of the day you receive it, without giving any reason and without penalty. This right applies to all items, including sale items, and does not depend on the packaging being unopened.

How to cancel

Email us at hello.anya@getanya.co within 14 days of receiving your order and tell us you wish to cancel. You may use the model cancellation form at the end of this policy, but you are not required to.

Returning the goods

Once you have told us you are cancelling, you have a further 14 days to send the items back to us. Return postage is at your own cost unless the item is faulty, damaged or not as described.

Your refund

We will refund the full purchase price of the returned items, together with the standard outbound delivery cost you paid. If you chose an upgraded delivery service, we refund the standard rate only. Refunds are issued to your original payment method within 14 days of us receiving the goods back, or within 14 days of you providing proof of postage, whichever is earlier.

We may reduce your refund to reflect any loss in value caused by handling the item beyond what is necessary to establish its nature, characteristics and functioning — in other words, handling beyond what you would reasonably do in a shop.

Exceptions

The statutory right to cancel does not apply to goods that are made to your specification or clearly personalised. Where an item is made to order for you, we will make this clear on the product page before you buy.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or equivalent consumer protection law in your country.

Our voluntary 30-day return policy

Separately from and in addition to the statutory right above, we offer all customers worldwide a 30-day return window.

You may return an item within 30 days of receiving your order, provided it is unused and in the condition you received it. You can choose a refund, an exchange, or store credit.

Under this voluntary policy, return postage is at your own cost and the original outbound delivery charge is not refunded. Sale items are eligible for return under this voluntary policy on the same terms as full-price items.

If more than 30 days have passed since you received your order, we are unable to offer a refund or exchange outside of the faulty goods provisions below.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, or is not what you ordered, contact us at hello.anya@getanya.co within a reasonable time of discovering the problem, with photographs where possible.

For faulty, damaged or incorrect items we will cover return postage and, at your choice, repair, replace or refund the item in full including all delivery costs. Your rights in respect of faulty goods last well beyond 30 days and are set out in the Consumer Rights Act 2015 or your local equivalent.

Exchanges

We are happy to exchange any item returned within the 30-day window, subject to availability. Contact us at hello.anya@getanya.co and we will confirm what we have in stock before you send anything back. Delivery times for exchanges vary by destination.

Gifts

If an item was marked as a gift when purchased and shipped directly to you, we will issue store credit to the value of the returned item once we receive it.

If the item was not marked as a gift, or was shipped to the purchaser to pass on later, any refund will be issued to the original purchaser using their original payment method.

How to send an item back

We ship from more than one fulfilment location, so the correct return address depends on where your order was dispatched from. Please contact us before returning anything.

Email hello.anya@getanya.co with your order number and tell us what you would like to return.
We will reply within 1 business day with the correct return address for your order and a returns reference to include in the parcel.
Package the item securely, ideally in its original packaging, and send it to the address we confirm.
Keep your proof of postage.

If you are exercising your statutory right to cancel, the 14 days you have to send the goods back will not begin until we have confirmed the return address to you. You will not be penalised for time spent waiting for our reply.

Please do not return items to the sender address printed on your delivery label without contacting us first. Our fulfilment locations cannot process unannounced returns, and parcels sent this way may be refused or lost, which makes it difficult for us to refund you.

Our registered office at 71-75 Shelton Street, Covent Garden, London WC2H 9JQ is our company's registered address for legal correspondence. It is not a returns address and cannot receive parcels.

We recommend using a tracked service for any return, and particularly for items valued over £50. We cannot accept responsibility for returns lost in transit where no proof of postage or tracking is available.

Return postage costs

Where you are returning an item because it is faulty, damaged, or not what you ordered, we pay the return postage. Contact us and we will arrange the return or reimburse your postage cost.

Where you are returning an item for any other reason, including under the statutory 14-day cancellation right or our voluntary 30-day policy, you pay the return postage. Because we dispatch from more than one location, this cost varies by destination. If you would like an estimate before you buy or before you return, email us and we will tell you which location your order ships from and what a return is likely to cost.

Currency and refund amounts

All prices on this website are set in pounds sterling (GBP). If you shopped from outside the United Kingdom, prices may have been displayed and charged in your local currency.

Refunds are issued to your original payment method in the same currency you were charged. Because exchange rates move, the amount that reaches your account may differ slightly from the amount originally debited, and your bank or card provider may apply its own conversion fee. We refund the full amount charged at the time of purchase and have no control over exchange rates or provider fees.

Late or missing refunds

Once we have issued your refund, it can take several working days to appear depending on your bank or card provider. If you have not received a refund we have confirmed as issued, please check your bank account, then contact your card provider or bank, as processing times vary.

If you have done this and the refund still has not appeared, contact us at hello.anya@getanya.co and we will provide confirmation of the refund transaction.

Model cancellation form

You may use this form to exercise your right to cancel, but you are not obliged to.

To: QUINE SOLUTIONS LTD, hello.anya@getanya.co

I hereby give notice that I cancel my contract of sale for the following goods:

Ordered on / received on:

Order number:

Name of consumer:

Address of consumer:

Date: