Refund & Cancellation Policy

At Scuffers (“we”, “us”, or “our”), we want every order to be a good experience. This Refund & Cancellation Policy explains your right to cancel an order, how refunds are processed, and how long they take, whether you’re ordering from the United Kingdom, the United States, or elsewhere.

This policy is intended to comply with the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 (UK), and other applicable consumer protection laws, including relevant U.S. state laws.

Cancelling Before Dispatch

If you change your mind shortly after ordering, contact us at [email protected] as soon as possible.

If your order has not yet been dispatched, we will cancel it and issue a full refund to your original payment method.

Once an order has been dispatched, it can no longer be cancelled in this way — instead, it will be treated as a return under the section below.

Your Right to Cancel (UK Customers)

If you purchase products online, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason, under the Consumer Contracts Regulations 2013.

To exercise this right, notify us within the 14-day cancellation period at [email protected].

Once you have informed us of your decision, you must return the goods within a further 14 days.

This cancellation right does not apply to certain exempt products, such as personalised or custom-made items, or sealed goods that are unsuitable for return for hygiene reasons once opened.

Your Right to Cancel (U.S. Customers)

Cancellation and refund rights for U.S. orders are governed by this policy and, where applicable, the consumer protection laws of your state. If your order has not yet shipped, you may request a cancellation and a full refund at any time by contacting us. Once shipped, please refer to our Returns & Exchange Policy.

Return Conditions

To qualify for a refund following a cancellation, items should:

Be returned within the applicable period.
Be unworn, unused and in their original condition.
Include all original packaging, tags and accessories where possible.
Be accompanied by proof of purchase, such as your order confirmation or receipt.

You may inspect the goods as you would in a physical shop. However, if an item has been used beyond what is reasonably necessary to examine it, we may reduce the refund to reflect any loss in value, as permitted under applicable law.

How to Request a Refund or Cancellation

Contact us at [email protected] with your order number and reason for cancellation or return.
If applicable, include photographs showing the condition of the product.
Our team will respond within 1–2 business days with confirmation or return instructions.
If a return is required, securely package the item and send it to the return address we provide.
We recommend using a tracked postal or courier service, as we cannot accept responsibility for items lost during return transit.

Once your cancellation or return has been confirmed and any returned item has been inspected, we will notify you whether your refund has been approved.

Refund Timelines

If your refund is approved, it will be processed to your original payment method:

UK Customers: within 14 days of receiving the returned goods, or of receiving satisfactory evidence that they have been returned.
US Customers: within 5–10 business days of us receiving and inspecting the returned item.

Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty, or you receive the wrong product, please contact us as soon as possible, and preferably within 48 hours of delivery, with:

Your order number
A description of the issue
Clear photographs showing the fault or damage

Where a product is confirmed to be faulty, damaged or incorrectly supplied, we will provide an appropriate remedy, which may include a replacement, repair (where appropriate), or a full refund — including reasonable return postage costs.

Non-Refundable Items

Unless your statutory rights apply, we cannot offer a refund on:

Gift cards
Personalised or customised products
Sealed products opened after delivery are unsuitable for return for hygiene reasons
Products damaged through misuse or improper handling
Items marked “Final Sale” at checkout

This does not affect your legal rights if the goods are faulty or not as described.

Refund Postage Costs

Unless the goods are faulty, damaged or supplied incorrectly, customers are responsible for the cost of returning unwanted items, and original delivery charges are generally non-refundable.

Where goods are faulty or incorrectly supplied, we will reimburse reasonable return postage costs.

Late or Missing Refunds

If you have not received your refund:

Check your bank account.
Contact your card issuer or payment provider, as processing times can vary.
If you have completed these steps and still have not received your refund, contact us at [email protected].

Additional Terms

We reserve the right to refuse cancellations or returns that do not comply with this policy or applicable law. Unauthorised returns may be refused or delayed until the necessary information has been provided.

Customers remain responsible for returned items until they are received by us — we strongly recommend using a tracked delivery service.

Nothing in this policy limits or excludes your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, applicable U.S. state consumer protection laws, or any other applicable legislation.