Returns & refunds

Your right to cancel

For a consumer order placed online, you can tell us you wish to cancel from the time you order until 14 days after the day you receive your goods. If one order is delivered in separate parts, this period runs from receipt of the last item. You do not need to give a reason.

Email carol@odl.uk.com or write to our returns address below with a clear statement that you wish to cancel. Include your name and order reference if available. You may use the optional form below, but do not have to. Send the goods back within 14 days of telling us. You do not need to wait for authorisation to exercise this right.

You may inspect the goods as you would in a shop. Original packaging and tags are helpful but are not a condition of your statutory cancellation right. We may deduct a reduction in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

Our additional 90-day returns offer

Beyond the statutory cancellation period, we also offer an exchange or refund if you return an unused item within 90 days of receiving it, with its original packaging and hangtags attached. This extra offer applies to goods bought directly from our online shop. It does not restrict your statutory rights, including rights for faulty goods.

Under this additional offer, we refund the item price; the original delivery charge is not refunded for a change of mind. Return postage is at your cost. We do not deduct a card-processing or restocking fee. For a cancellation within the statutory period, the refund rules below apply instead.

Sending your return

For a change-of-mind return, you pay the return postage. Pack the item securely, include your name and order reference, and keep proof of sending. We recommend a tracked service and suitable insurance for valuable items. If you would like us to arrange a collection, ask us for a price first; any charge must be agreed with you.

For faulty, damaged or incorrect goods, contact us before paying for a return so we can arrange the appropriate return or collection at our cost. This request helps us organise the return and does not remove your rights.

What we refund and when

When you cancel the whole order within the statutory period, we refund the goods and the standard outward delivery charge. Any extra cost of an enhanced delivery service you chose is not refundable under that right. A partial return does not normally refund a delivery charge that would still have applied to the items you keep.

For statutory cancellation, we refund without undue delay and within 14 days of receiving the goods back or receiving evidence you have sent them, whichever happens first. Where we have agreed to collect, the refund is due within 14 days of being told you are cancelling. Refunds use the original payment method unless you expressly agree otherwise, and carry no refund fee. A permitted deduction for excessive handling is explained above.

For our additional 90-day offer, we refund within 14 days of receiving the returned goods. Your payment provider may take additional time to show the credit on your account.

Exchanges

Tell us which size, colour or product you would prefer. Exchanges depend on availability. We send the replacement with no additional standard delivery charge; any difference in product price will be agreed and either paid or refunded. If a suitable replacement is unavailable, we refund under the applicable returns rules above. You can choose a refund instead of an exchange when exercising a statutory cancellation right.

Faulty, damaged or incorrect goods

Contact us with your order reference and a description of the problem; photographs can help. For goods that were faulty, not as described or unfit for purpose when supplied, UK consumers normally have a 30-day right to reject for a refund. After that, repair or replacement rights may apply, followed in appropriate cases by a price reduction or refund. The expiry of the 30-day period does not end your rights.

We cover the reasonable cost of returning faulty or incorrectly supplied goods. You do not have to accept a repair instead of a refund where you have a legal right to reject. Our product warranty provides additional cover for defects in materials or craftsmanship.

If you bought from a dealer, contact that retailer about your purchase and refund rights. You can also contact us for help with a CRUX warranty claim, including if the retailer is no longer trading.

Optional cancellation form

You can copy the following into an email or letter, or download a plain-text copy. Complete it only if you want to cancel; using this form is optional.