Refund policy

We offer a 30-day voluntary return policy, which means you have 30 days after receiving your item to request a return.

To be eligible under our voluntary 30-day return policy, your item should be returned in the same condition that you received it, unused and, where reasonably possible, in its original packaging. You will also need proof of purchase.

To start a return, contact us at TheBetterDeskCompany@proton.me. Please do not send items back before contacting us. If your return is accepted, we will provide return instructions and the appropriate return address.

Nothing in this voluntary returns policy affects your statutory consumer rights.

Damages, faults and incorrect items

Please inspect your order when it arrives and contact us as soon as possible if the item is defective, damaged, incorrect or not as described so that we can investigate and provide an appropriate remedy. Your statutory rights are not affected.

Exceptions / non-returnable items

Certain items may be excluded from our voluntary return policy where permitted by law, including perishable goods, personalised or custom-made products, and certain sealed goods that cannot be returned for health or hygiene reasons once opened.

Please contact us if you have questions about whether an item can be returned. This does not affect your statutory rights.

Exchanges

If you would like a different item, please contact us. Where appropriate, the simplest option may be to return the original item and place a separate order once the return has been accepted.

United Kingdom cancellation rights

If you are a UK consumer purchasing online, you generally have the legal right to cancel your order within 14 days after receiving the goods, subject to applicable exceptions. You then generally have a further 14 days to return the goods after notifying us of your cancellation. You do not need to provide a reason for cancelling. 

GOV.UK +1

You may inspect and handle the goods as you reasonably would in a shop. We may make a deduction from the refund where permitted by law if the value of the goods has been reduced because of handling beyond what is reasonably necessary to establish their nature, characteristics and functioning. 

Where required by law, we will also refund the standard delivery charge you paid. If you selected a more expensive delivery method, we are not required to refund the additional amount above the standard delivery charge. 

European Union 14-day cooling-off period

If goods are being sold to a consumer in the European Union, you generally have the right to withdraw from an eligible online purchase within 14 days of receiving the goods, without giving a reason, subject to applicable exceptions. 

You may inspect the goods as necessary to establish their nature, characteristics and functioning. You may be responsible for any diminished value resulting from handling beyond what is necessary for that purpose. 

Refunds

We will notify you after we receive and inspect your return and let you know whether the refund has been approved. Approved refunds will be issued to your original payment method.

For returns made under our voluntary 30-day return policy, please allow up to 10 business days after approval for us to process the refund. Your bank or payment provider may require additional time for the refund to appear.

Where statutory cancellation or refund rights apply, refunds will be made within the time limits required by applicable law. For UK online cancellation rights, refunds are generally due within 14 days after receiving the returned goods (or evidence that they have been sent back). 

If you have any questions about a return or refund, contact us at TheBetterDeskCompany@proton.me.