Returns & Refund Policy
We want you to love your order. If something isn't right, we'll make it right — here's everything you need to know about our returns and refund process.
1. Your Right to Return
As a consumer purchasing from Blemnon Ltd in the United Kingdom, you are protected under the Consumer Contracts Regulations 2013. This gives you the right to cancel your order and return most items within a cooling-off period.
2. Eligible Items
To be eligible for a return, items must meet all of the following conditions at the time we receive them back:
- Returned within 14 days of notifying us of your intention to return.
- Item is in its original, unused condition — unworn, unwashed, and unaltered.
- All original packaging is intact, including tags, labels, boxes, and protective wrapping.
- Item is free from damage, odours, stains, or signs of use that were not present at the time of delivery.
- Accompanied by your order number or a copy of your order confirmation email.
Items that do not meet these conditions may be returned to you or subject to a partial refund at our discretion.
3. Non-Returnable Items
Certain items cannot be returned due to their nature or hygiene reasons. Please check before purchasing if this is a concern.
| Item Type | Returnable? | Reason |
|---|---|---|
| Personalised / Custom items | ✕ No | Made to your specification; cannot be resold |
| Unsealed hygiene products | ✕ No | Health and hygiene reasons once seal is broken |
| Perishable goods | ✕ No | Cannot be safely returned or resold |
| Digital / downloadable products | ✕ No | Once downloaded or accessed, no right of return |
| Gift cards / vouchers | ✕ No | Non-refundable by nature |
| Sale or final clearance items | ✕ No | Clearly marked as non-returnable at point of purchase |
| Standard in-stock items | ✓ Yes | Eligible within 14 days, unused and in original condition |
4. How to Return an Item
Follow these steps to initiate a return. Do not send items back before completing Step 1 — unauthorised returns may be refused.
5. Return Postage Costs
Who covers the cost of returning an item depends on the reason for the return:
| Return Reason | Return Postage | Original Shipping Refunded? |
|---|---|---|
| Changed mind / no longer wanted | Customer's responsibility | Standard shipping only, if applicable |
| Item arrived damaged | We cover it — free return label provided | Yes, in full |
| Wrong item sent | We cover it — free return label provided | Yes, in full |
| Faulty or defective item | We cover it — free return label provided | Yes, in full |
| Item not as described | We cover it — free return label provided | Yes, in full |
6. Refunds
Once your returned item has been received and inspected, we will notify you by email of the outcome. Approved refunds are processed as follows:
7. Exchanges
We currently do not offer direct exchanges. If you would like a different size, colour, or product, the quickest way is to:
- Return your original item following the process in Section 4.
- Place a new order for the item you want — this ensures you get it as quickly as possible without waiting for the return to be processed.
- Once your return is approved, your refund will be issued to your original payment method.
If you need help finding the right size or variant before reordering, our team is happy to assist at help@blemnon.co.uk.
8. Faulty, Damaged, or Wrong Items
If you receive an item that is faulty, damaged in transit, or not what you ordered, we sincerely apologise. Your rights in these situations go beyond the standard 14-day return window.
| Situation | What to Do | Your Options |
|---|---|---|
| Item arrived visibly damaged | Photograph packaging & item; email us within 48 hours | Full refund or free replacement dispatched |
| Item is faulty / stops working | Contact us with your order number and a description or photo | Repair, replacement, or full refund depending on fault |
| Wrong item received | Email us with a photo of what you received | Correct item sent immediately; free return label provided |
| Item missing from order | Contact us within 7 days of delivery | Missing item sent or partial refund issued |
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you are entitled to a repair, replacement, or refund — and we will always cover return postage costs in these cases.
9. Order Cancellations
You may cancel your order at any time before it is dispatched. Once dispatched, the standard returns process applies.
- Before dispatch: Email us immediately at help@blemnon.co.uk with your order number and "CANCEL ORDER" in the subject line. We will confirm cancellation and issue a full refund within 5 business days.
- After dispatch: We are unable to recall parcels once they have left our warehouse. You will need to wait for delivery and then initiate a return under Section 4. Return postage in this case is the customer's responsibility.
- Custom or personalised orders: Cannot be cancelled once production has begun, as these items are made specifically for you.
10. Contact Us
Our team is here to make your returns experience as smooth and stress-free as possible. Get in touch through any of the following:
- Email: help@blemnon.co.uk
- Post: Returns, Blemnon Ltd, 7 Coronation Road, London, NW10 7PQ, UK