Refund policy

Last updated: October 29, 2026

Returns and refunds

This policy applies to online purchases from Robins of Oakthorpe. It does not affect your statutory rights.

Cancelling an online order

For most online purchases, you have the right to cancel without giving a reason within 14 days after the day you receive your goods. If goods from one order arrive separately, this period normally starts after the last item arrives.

To cancel, email lizzie@robins-shop.co.uk with your order number and tell us clearly that you wish to cancel. You then have a further 14 days to send the goods back.

You can contact us before your order arrives if you wish to cancel.

How to return an item

Email lizzie@robins-shop.co.uk with your order number and details of the items you wish to return. We will provide the appropriate return address and instructions.

Please contact us before sending goods back, particularly garden machinery and items delivered directly by a supplier, as their return address may differ from our shop address. This does not make your statutory cancellation rights subject to our approval.

Package items securely to protect them during the return journey. Include your order number so we can identify your return.

Return postage costs

Customers are responsible for the direct cost of returning goods when they have changed their mind.

We recommend using a tracked service and keeping proof of postage.

For large or heavy goods that cannot normally be returned by post, any applicable return collection cost or estimate will be provided before purchase.

If goods are faulty, damaged, incorrect or not as described, we will arrange an appropriate return at no cost to you.

Condition of returned goods

You may inspect goods as you would in a shop, including trying on clothing or footwear.

Please include tags, accessories, instructions and original packaging where possible. Missing packaging or tags does not automatically remove your statutory cancellation rights.

We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Faulty, damaged or incorrect goods

Please email lizzie@robins-shop.co.uk if your goods are faulty, damaged, incorrect or not as described. Include your order number, details of the issue and photographs where helpful.

We will explain the next steps and provide the refund, repair or replacement to which you are entitled under applicable consumer law. You will not have to pay the reasonable costs of an appropriate return.

Reporting a problem later does not remove your statutory rights.

Exceptions to cancellation rights

Certain goods are excluded from the statutory change-of-mind cancellation right, including:

Goods made to your specifications or clearly personalised.
Goods liable to deteriorate or expire rapidly.
Sealed goods unsuitable for return for health protection or hygiene reasons once unsealed.
Goods that become inseparably mixed with other items after delivery.

Any relevant exclusions will be explained before purchase. These exclusions do not affect your rights where goods are faulty or not as described.

Exchanges

Contact us at lizzie@robins-shop.co.uk to discuss an exchange. If an exchange is unavailable, you can return eligible goods for a refund and place a new order.

Refunds

For a valid statutory cancellation, we will refund you without undue delay and within 14 days of receiving the returned goods or evidence that you sent them back, whichever is earlier.

Refunds will be made to your original payment method unless you expressly agree otherwise. We do not charge a refund processing fee. Your bank or payment provider may need additional time to display the refund.

If you cancel your whole order, we will also refund the standard outbound delivery charge. If you selected a more expensive delivery service, we will refund only the equivalent standard delivery cost.