Refund and Returns Policy

At Sam’s Cart, we want you to shop with confidence. Your satisfaction is important to us, and we aim to make our returns and refund process as simple and transparent as possible.

This Refund and Returns Policy applies to purchases made through our online store in the United Kingdom.

1. 30-Day Returns Policy

You may be eligible to return an item within 30 days of receiving your order, provided that:

  • The item is unused and in its original condition.

  • The item is returned with its original packaging, where reasonably possible.

  • You provide your order number or proof of purchase.

Please contact us before returning an item so we can provide the appropriate return instructions.

Important: Our voluntary 30-day returns policy does not replace or limit your statutory consumer rights under UK law.

2. Your Right to Cancel an Online Order

Under UK consumer law, you generally have the right to cancel an online purchase within 14 days of receiving your goods, without giving a reason.

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

To exercise this right, please contact us in writing within the applicable cancellation period.

Certain exceptions may apply, including personalised goods, perishable items and sealed hygiene products that are unsuitable for return once unsealed.

3. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, defective or significantly different from its description, please contact us as soon as possible.

Please include:

  • Your order number.

  • A description of the issue.

  • Photographs of the item, if appropriate.

We will review your request and explain the available options in accordance with applicable UK consumer law. Depending on the circumstances, you may be entitled to a refund, repair or replacement.

We will not ask you to pay return costs where UK law requires us to cover them.

4. How to Request a Return

To request a return or refund:

  1. Contact us using the contact details provided on our website.

  2. Include your order number and the reason for your request.

  3. Wait for our return instructions before sending the item back.

  4. Package the item securely and return it according to the instructions provided.

Please keep your proof of postage until your return has been resolved.

5. Return Shipping Costs

For change-of-mind returns, customers are generally responsible for return postage, provided this requirement was made clear before purchase.

If an item is faulty, damaged or incorrectly supplied, Sam’s Cart will cover reasonable return costs where required by law.

Original standard delivery charges will be refunded where required by applicable consumer law. If you selected a more expensive delivery option, the additional cost may not be refundable.

6. Refund Processing

Once your return has been received and your refund entitlement confirmed, we will process your refund in accordance with applicable UK law.

For qualifying online order cancellations, refunds will generally be issued within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever occurs first.

Refunds will normally be made to your original payment method unless another method is agreed with you.

Please allow additional time for your bank or payment provider to make the funds available.

7. Items That May Not Be Eligible for Change-of-Mind Returns

Certain products may be excluded from change-of-mind cancellations where permitted by UK law, including:

  • Personalised or custom-made products.

  • Perishable goods.

  • Sealed goods unsuitable for return for health or hygiene reasons once unsealed.

  • Sealed audio or video recordings or computer software once unsealed.

These exceptions do not remove any applicable legal rights you may have if an item is faulty or not as described.

8. Exchanges

If you would like to exchange an item for a different size, colour or product, please contact us.

Exchanges are subject to stock availability. If an exchange is unavailable, we will explain the alternative options available to you.

Your statutory consumer rights remain unaffected.

9. Orders That Have Not Arrived

If your order has not arrived within the expected delivery timeframe, please contact us with your order number.

We will investigate the issue and work with you to resolve it. Your legal rights concerning delivery delays, non-delivery and cancellation remain unaffected.

We appreciate your business and thank you for shopping with Sam’s Cart.

This policy is intended to provide general information and does not replace your rights under applicable UK consumer law.