Returns & refunds

Your right to cancel

For a consumer order placed online, you can tell us you wish to cancel from the time you order until 14 days after the day you receive your goods. If one order is delivered in separate parts, this period runs from receipt of the last item. You do not need to give a reason.

Email carol@odl.uk.com or write to our returns address below with a clear statement that you wish to cancel. Include your name and order reference if available. You may use the optional form below, but do not have to. Send the goods back within 14 days of telling us. You do not need to wait for authorisation to exercise this right.

You may inspect the goods as you would in a shop. Original packaging and tags are helpful but are not a condition of your statutory cancellation right. We may deduct a reduction in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

Sending your return

For a change-of-mind return, you pay the return postage. Pack the item securely, include your name and order reference, and keep proof of sending. We recommend a tracked service and suitable insurance for valuable items. If you would like us to arrange a collection, ask us for a price first; any charge must be agreed with you.

For faulty, damaged or incorrect goods, contact us before paying for a return so we can arrange the appropriate return or collection at our cost. This request helps us organise the return and does not remove your rights.

What we refund and when

When you cancel the whole order within the statutory period, we refund the goods and the standard outward delivery charge. Any extra cost of an enhanced delivery service you chose is not refundable under that right. A partial return does not normally refund a delivery charge that would still have applied to the items you keep.

For statutory cancellation, we refund without undue delay and within 14 days of receiving the goods back or receiving evidence you have sent them, whichever happens first. Where we have agreed to collect, the refund is due within 14 days of being told you are cancelling. Refunds use the original payment method unless you expressly agree otherwise, and carry no refund fee. A permitted deduction for excessive handling is explained above.

Exchanges

Contact us to ask about a different size, colour or product. Outlet replacements depend on availability; we will agree any difference in price and delivery arrangements before proceeding. You can choose a refund where you have a cancellation or other legal right to one.

Faulty, damaged or incorrect goods

If an item arrives faulty, damaged or different from its description, contact us with the order reference and photographs if possible. Your legal rights are separate from any optional warranty and are not removed because the item was discounted or previously used.

We cover reasonable return costs where goods were faulty or incorrectly supplied. A defect clearly described before purchase is part of the agreed condition; this does not exclude rights for an undisclosed fault or an inaccurate description. We will explain the appropriate refund, repair or replacement arrangements.

Optional cancellation form

You can copy the following into an email or letter, or download a plain-text copy. Complete it only if you want to cancel; using this form is optional.