Refund policy
RETURN & REFUND POLICY
Last updated: 12 August 2026
At Ettimus Loond, we want you to be satisfied with your purchase. This Return & Refund Policy explains your rights when purchasing goods from EttimusLoond.store, including your statutory rights under applicable United Kingdom consumer law.
Nothing in this policy is intended to exclude, restrict or otherwise affect any statutory rights you may have under UK consumer law.
1. YOUR RIGHT TO CANCEL
If you purchase goods from us online, you generally have a legal right to change your mind and cancel your order without giving a reason.
You have 14 days from the day you, or a person nominated by you, receives the goods to inform us that you wish to cancel your order.
If an order contains multiple goods delivered separately, the cancellation period generally begins when you receive the last item covered by the order where the applicable rules provide for this.
To exercise your right to cancel, you must clearly inform us of your decision before the cancellation period expires.
You may contact us at:
Email: costumer@EttimusLoond.store
Website: EttimusLoond.store
Your communication should include sufficient information for us to identify your order, such as your name, order number and the email address used to place the order.
2. RETURNING GOODS AFTER CANCELLATION
After notifying us that you wish to cancel your order, you must return the relevant goods to us within 14 days.
You are responsible for taking reasonable care of the goods while they are in your possession.
You may inspect and handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, similar to how you would normally inspect an item in a physical shop.
For clothing, this generally means that you may try the item on to assess its fit and appearance, provided that you do not wear or use it beyond what is reasonably necessary for inspection.
3. RETURN CONDITION
Where you are exercising your statutory right to cancel, we ask that returned products are, wherever reasonably possible:
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Unworn, other than for reasonable inspection or fitting;
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Unwashed;
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Free from stains, odours or damage caused after delivery;
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Returned with their original tags and labels where possible; and
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Returned with their original packaging where reasonably possible.
These requirements do not remove or restrict your statutory rights.
If the value of the goods has been reduced because you handled them beyond what was necessary to establish their nature, characteristics and functioning, we may be entitled to make an appropriate deduction from the refund, as permitted by law.
4. RETURN SHIPPING COSTS
Where you exercise your right to cancel because you have simply changed your mind, you may be responsible for the direct cost of returning the goods, provided that we informed you of this responsibility as required by law.
We recommend using a tracked or otherwise traceable shipping service when returning goods.
If the goods are faulty, damaged, not as described or otherwise do not conform to the contract, we will deal with the return in accordance with your statutory rights and applicable UK consumer law. Where legally required, reasonable return costs will be borne by us.
Please contact us before returning a faulty or incorrect product so that we can provide appropriate return instructions.
5. REFUNDS FOR CANCELLED ONLINE ORDERS
When you validly exercise your statutory right to cancel, we will refund the payments that we are required to refund under applicable law.
This will normally include:
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The purchase price of the returned goods; and
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The cost of the least expensive standard delivery option offered by us, where you originally paid a delivery charge and the law requires that delivery charge to be refunded.
If you selected a more expensive delivery method, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery service.
6. REFUND TIMEFRAME
Where goods are being returned following cancellation, we may withhold the refund until:
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We receive the goods back; or
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You provide evidence that you have sent the goods back,
whichever occurs first, where permitted by law.
We will issue the applicable refund without undue delay and no later than 14 days after the relevant legal conditions for issuing the refund have been satisfied.
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed and permitted by law.
You will not be charged a fee by us solely for receiving a statutory refund.
Your bank, card provider or payment service provider may require additional processing time before the refunded amount appears in your account.
7. FAULTY, DAMAGED OR MISDESCRIBED GOODS
All goods supplied by Ettimus Loond must comply with applicable UK consumer law.
Goods must, where legally required:
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Be of satisfactory quality;
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Be fit for their intended or agreed purpose; and
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Match their description.
If a product is faulty, damaged, not as described or otherwise fails to conform to the contract, you may have statutory rights to a refund, repair, replacement or price reduction.
These rights are separate from, and may extend beyond, your 14-day cancellation rights for online purchases.
8. 30-DAY SHORT-TERM RIGHT TO REJECT
Under the Consumer Rights Act 2015, consumers may generally have a 30-day short-term right to reject goods that do not conform to the contract and obtain a refund.
This right applies where the legal requirements for rejection are satisfied, including where goods are faulty, not of satisfactory quality, not fit for purpose or not as described.
Your statutory rights are not limited by our voluntary returns policy.
9. FAULTS DISCOVERED AFTER 30 DAYS
If a fault is discovered after the initial short-term right to reject has expired, you may still have statutory remedies.
Depending on the circumstances, you may be entitled to request a repair or replacement.
If the repair or replacement is unsuccessful, impossible, cannot be provided within a reasonable time or causes significant inconvenience, you may have further rights, including a price reduction or final right to reject the goods, subject to the Consumer Rights Act 2015.
10. FAULTS WITHIN SIX MONTHS
Where a fault becomes apparent within the first six months after delivery, UK consumer law provides important protections regarding whether the goods conformed to the contract when delivered.
We will handle such claims in accordance with the Consumer Rights Act 2015 and other applicable legislation.
Nothing in this policy places a burden on consumers that would conflict with their statutory rights.
11. CLAIMS AFTER SIX MONTHS
Statutory rights may continue after six months.
The evidential requirements applicable to a claim may change after this period, and customers may need to demonstrate that the relevant problem existed when the goods were supplied.
Applicable limitation periods may also allow consumers to bring certain claims for several years, depending on the jurisdiction and circumstances.
12. ITEMS EXCLUDED FROM CHANGE-OF-MIND RETURNS
Certain goods may be exempt from the statutory right to cancel where an exemption under applicable law applies.
Examples may include:
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Goods made to your specifications or clearly personalised;
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Goods that are liable to deteriorate or expire rapidly;
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Sealed goods that are not suitable for return due to health protection or hygiene reasons where the seal has been broken after delivery;
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Sealed audio or video recordings or sealed computer software where the seal has been broken after delivery; and
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Other products specifically excluded from cancellation rights under applicable UK law.
An exclusion from the change-of-mind cancellation right does not remove your statutory rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.
13. HYGIENE-SENSITIVE PRODUCTS
Where a product is supplied sealed for genuine health protection or hygiene reasons and is not suitable for return once unsealed, the statutory cancellation right may cease once the seal has been broken after delivery.
Where applicable, this restriction will be communicated to customers.
This restriction does not affect statutory rights relating to faulty or non-conforming products.
14. PERSONALISED PRODUCTS
Products made to your specifications or clearly personalised may not qualify for the statutory 14-day change-of-mind cancellation right.
However, if a personalised product is faulty, damaged, not as described or otherwise fails to conform to the contract, your statutory consumer rights continue to apply.
15. WRONG ITEM RECEIVED
If you receive an item different from the one you ordered, please contact us as soon as reasonably possible at:
Please provide your order number and details of the item received.
Where we have supplied the wrong item, we will provide an appropriate remedy in accordance with applicable law and will not require you to bear return costs where doing so would conflict with your statutory rights.
16. ITEMS DAMAGED IN TRANSIT
If your order arrives damaged, please contact us as soon as reasonably possible.
Where available, photographs of the item and packaging can help us investigate the issue quickly. However, requesting photographs does not remove any statutory rights you may have.
Where the goods were damaged before delivery or otherwise fail to conform to the contract, your rights will be handled under applicable UK consumer law.
17. LOST OR UNDELIVERED ORDERS
Please contact us if your order does not arrive within the agreed delivery period.
We remain responsible for the goods until risk passes to you in accordance with applicable law.
Where a parcel is lost before risk has legally passed to you, we will provide the remedy required by applicable consumer law, which may include replacement or reimbursement depending on the circumstances.
18. EXCHANGES
If you would like a different size, colour or product, please contact us.
Where an exchange is offered voluntarily, availability will depend on stock.
Our exchange procedure does not replace or restrict any statutory rights you may have to reject goods, request a repair or replacement, obtain a price reduction or receive a refund.
19. SALE AND PROMOTIONAL ITEMS
Goods purchased during a sale, promotion or using a discount code retain the same statutory consumer rights as goods purchased at full price.
A reduced price does not remove your rights where an item is faulty, not as described or otherwise fails to conform to the contract.
Where a product was specifically discounted because of a defect that was clearly disclosed to you before purchase, your rights in relation to that particular disclosed defect may differ.
20. PROOF OF PURCHASE
We may request reasonable proof that the goods were purchased from Ettimus Loond.
Suitable evidence may include:
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Your order confirmation;
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Order number;
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Receipt;
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Payment record;
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Bank or card statement; or
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Other reasonable evidence demonstrating the purchase.
21. RETURN ADDRESS
Do not return products without first contacting us.
Please email:
We will provide the appropriate return instructions and, where applicable, the relevant return address.
Sending a return to an unauthorised address may delay processing.
Nothing in this section prevents you from exercising your statutory rights.
22. INTERNATIONAL RETURNS
If you are returning an order from outside the United Kingdom, additional postage, customs or administrative considerations may apply.
Any allocation of costs will remain subject to applicable consumer law and the rights available to you based on the circumstances of the return.
Please contact us before sending an international return.
23. REFUND METHOD
Approved refunds will normally be returned to the original payment method.
If this is not reasonably possible, we will contact you regarding an appropriate alternative method.
We will never intentionally substitute store credit for a monetary refund where you are legally entitled to receive money back.
24. VOLUNTARY POLICIES AND STATUTORY RIGHTS
Any goodwill return, exchange, extended return period, voucher or store-credit programme offered by Ettimus Loond is additional to your statutory rights.
Nothing in any voluntary policy replaces, limits or removes rights provided to consumers under applicable law.
25. FAIR TREATMENT
Ettimus Loond will not use this policy to mislead customers about their statutory rights.
Any provision of this policy that conflicts with mandatory consumer protection law will be interpreted and applied consistently with that law.
26. CONTACT US
If you have questions about a return, cancellation, refund, faulty product or your consumer rights in relation to an order, please contact us:
Ettimus Loond
Website: EttimusLoond.store
Email: costumer@EttimusLoond.store
Please include your order number whenever possible so that we can assist you efficiently.
27. APPLICABLE UK CONSUMER LAW
This policy is intended to operate consistently with applicable United Kingdom consumer protection legislation, including, where relevant:
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Consumer Rights Act 2015
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Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
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Other applicable UK consumer protection legislation and regulations, as amended from time to time.
Nothing contained in this Return & Refund Policy is intended to exclude, restrict or override any mandatory rights or remedies available to consumers under applicable law.
Your statutory rights are not affected.