Last updated: 2 October 2026
This policy applies to purchases made through excellentpick.co.uk. It is in addition to, and does not limit, your statutory rights under UK consumer law.
Cancelling an online order because you changed your mind
For most goods bought online, you may tell us that you wish to cancel from the time the order is placed until 14 days after the day you receive the goods. You do not need to give a reason.
After telling us that you wish to cancel, you normally have a further 14 days to return the goods. To start a cancellation or return, email support@excellentpick.co.uk with your order number and the item you wish to return. We will provide return instructions.
You may examine goods as you would in a shop. We may reduce a refund only where permitted by law if handling beyond what is necessary has reduced the value of the goods.
Unless we state otherwise or the goods are faulty, damaged or incorrect, you are responsible for the direct cost of returning unwanted goods. We recommend obtaining proof of postage. The return address is provided after we authorise the return; it is not published on the website.
Exceptions to change-of-mind cancellation
The statutory right to cancel may not apply to certain goods, including:
- goods made to your specification or clearly personalised;
- sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken;
- goods that deteriorate or expire rapidly; and
- sealed audio, video or computer software after unsealing.
We will explain when an exception applies. These exceptions do not remove your rights if goods are faulty, not as described or otherwise do not conform to the contract.
Faulty, damaged, incorrect or misdescribed goods
Please contact us as soon as reasonably possible at support@excellentpick.co.uk. Include your order number and a description of the problem. Photographs may help us assess visible damage or an incorrect item, but we will not require evidence that is unreasonable or prevent you from exercising your legal rights.
UK consumer law may entitle you to a repair, replacement, price reduction or refund depending on the circumstances and timing. A voluntary warranty does not replace these rights. Sale and promotional items have the same statutory protections as full-price items.
Once we receive your email, we will review the request. Where we authorise a return because the goods are faulty, damaged, incorrect or misdescribed, we will send you a free-return postage method and the return address. Please do not send goods to the registered office or to any other address before receiving the authorisation.
Refunds
When a valid change-of-mind cancellation covers the full order, we will refund the price paid and the cost of the least expensive standard delivery option offered for that order. Additional delivery costs chosen by the customer, such as an enhanced delivery service, are not refundable beyond the standard-delivery amount unless required by law.
Refunds are made to the original payment method. We will issue a refund within 14 days after receiving the returned goods or, if earlier, receiving evidence that they were sent back, subject to the rules that apply to the particular return.
Your bank or payment provider may take additional time to display the refund after we have processed it.
Exchanges
If you request an exchange, availability cannot be guaranteed. We will confirm whether a replacement is available and explain any alternative remedy to which you are entitled.
Contact
Email: support@excellentpick.co.uk
Telephone or text: +44 7369 285630
Excellent Pick Ltd, 85 Great Portland Street, First Floor, London, W1W 7LT, United Kingdom.