Returns & Refund Policy

Last updated: September 2026

At Ashford & Rose, we want you to feel confident when shopping with us.

If you have changed your mind about a purchase, received an item that is faulty or received an incorrect item, this policy explains the options available to you.

Nothing in this Returns & Refund Policy affects your statutory rights as a consumer under UK law.

1. Your Right to Cancel

If you are a consumer purchasing products online, you generally have a legal right to cancel your order within 14 days of receiving your goods, without providing a reason.

If your order contains multiple products that are delivered separately, the cancellation period generally begins when you receive the final product.

To exercise your statutory cancellation right, you must clearly inform us that you wish to cancel within the applicable 14-day period.

After informing us of your cancellation, you generally have a further 14 days to return the goods.

2. Condition of Returned Items

When returning an item because you have changed your mind, you should take reasonable care of the product while it is in your possession.

You may inspect and handle the product in the same way that you reasonably would in a shop.

Where possible, returned items should be:

unworn;
unwashed;
free from damage;
free from makeup, perfume, deodorant or other marks;
returned with original tags attached where reasonably possible; and
returned with any original packaging or accessories where applicable.

You may be responsible for any reduction in the value of goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.

This does not affect your statutory rights where an item is faulty, damaged or not as described.

3. Faulty or Damaged Items

If you receive an item that is faulty, damaged or not of satisfactory quality, please contact us as soon as reasonably possible.

Please provide:

your order details;
a description of the issue; and
photographs or other information showing the problem, where appropriate.

We will assess the issue and provide an appropriate remedy in accordance with your statutory rights.

Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

4. Incorrect Items

If you receive an item that is different from the item you ordered, please contact us as soon as reasonably possible.

We will work with you to arrange an appropriate solution, which may include providing the correct item or issuing a refund.

You will not be required to bear reasonable costs arising from our mistake.

5. How to Request a Return

To request a return, please contact us through the Contact page on our website.

Please include:

your full name;
order number;
the item or items you wish to return;
the reason for the return, where applicable; and
any relevant photographs or supporting information.

We will provide the appropriate return instructions.

Please do not send items to an address that has not been confirmed by us.

6. Return Costs

Where you are exercising your statutory right to cancel because you have changed your mind, you may generally be responsible for the direct cost of returning the goods, unless we have agreed otherwise or applicable law requires us to cover the cost.

If an item is faulty, damaged, incorrect or otherwise does not conform to the contract, we will handle the return in accordance with your statutory rights and will not seek to pass on costs that we are legally required to bear.

7. Refunds

Once a valid cancellation has been exercised and the returned goods have been received, or you have provided evidence that they have been returned, we will process the refund in accordance with applicable law.

For statutory cancellations, refunds will generally be made within 14 days in accordance with the applicable legal requirements.

Where you paid for delivery, the refund will generally include the cost of the least expensive standard delivery option offered by us.

If you selected a more expensive delivery method, we are generally not required to refund the additional cost.

8. Refund Method

Refunds will normally be made using the original payment method used to place the order.

We will not normally charge a separate administration fee for processing a refund where you are legally entitled to one.

The time taken for the refund to appear in your account may depend on your bank or payment provider.

9. Exchanges

Where available, we may offer exchanges as an alternative to a refund.

An exchange may be subject to product availability.

If the requested replacement is unavailable, we may offer an alternative solution, including a refund where applicable.

10. Items Excluded by Law

Certain products may be excluded from the statutory cancellation right where an applicable legal exception applies.

This may include personalised or customised products where applicable.

Where a legal exception applies to a particular product, this will be communicated before purchase where reasonably required.

11. Sale and Promotional Items

Items purchased during a sale or promotional period remain subject to the same statutory consumer rights as full-price items.

A reduced price does not remove or restrict your legal rights where a product is faulty, not as described or otherwise does not conform to the contract.

Any additional promotional return conditions will be clearly communicated where applicable.

12. Uncollected or Refused Deliveries

If an order is returned to us because it was refused, not collected or because an incorrect delivery address was provided, please contact us so that we can determine the appropriate next steps.

Where a refund is due, we will process it in accordance with applicable law and the circumstances of the return.

13. Statutory Rights

Nothing in this policy limits, excludes or replaces your statutory rights under UK consumer law.

Where a product is faulty, not as described, not of satisfactory quality or not fit for its intended purpose, you may have additional legal rights and remedies.