Refund policy

14-Day Cancellation Right

We have a 14-day cancellation policy for eligible online purchases.

You have 14 days from the day you receive your order to tell us that you wish to cancel. You do not need to provide a reason for cancelling.

Once you have notified us of your cancellation, you must return the goods to us within a further 14 days.

To start a return or cancellation, please contact us at hello@realdealuk.co.uk.

Please do not return goods without contacting us first. We will provide you with return instructions and confirm the correct return address for your order.

Condition of Returned Goods

Please take reasonable care of any goods you intend to return.

You may inspect and handle the goods as you reasonably would in a shop to establish their nature, characteristics and functioning.

We may make an appropriate deduction from your refund if the value of the goods has been reduced because they have been handled beyond what is reasonably necessary for this purpose.

Return Shipping Costs

For a change-of-mind cancellation, you are responsible for the direct cost of returning the goods to us unless we have agreed otherwise.

We recommend using a tracked delivery service and retaining proof of postage until your return has been completed.

If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. Where appropriate, we will arrange or reimburse reasonable return costs.

Damaged, Faulty, Incorrect or Misdescribed Goods

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, faulty, incorrect or not as described.

Email hello@realdealuk.co.uk with your order number and details of the problem. Photographs may help us resolve the issue more quickly where appropriate.

We will provide the remedy to which you are entitled under applicable UK consumer law. This may include a refund, repair or replacement depending on the circumstances.

Nothing in this policy limits or affects your statutory rights.

Exceptions and Non-Returnable Goods

The normal change-of-mind cancellation right does not apply to certain goods where an exception applies under law. These may include:

goods made to your specifications or clearly personalised;
goods that are liable to deteriorate or expire rapidly; and
sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery.

Other statutory exceptions may apply depending on the type of product purchased.

These exceptions do not affect your rights where goods are faulty, damaged, incorrect, misdescribed or otherwise do not conform to the contract.

Gift cards cannot normally be returned or refunded except where required by law.

Sale and Discounted Items

Sale and discounted items are not excluded from your statutory consumer rights.

Where the statutory cancellation right applies, eligible sale or discounted products may be returned in the same way as full-price products.

Exchanges

If you would like a different product, please contact us at hello@realdealuk.co.uk.

In many cases, the quickest way to exchange an item will be to return the original item and place a separate order for the replacement.

Refunds

Once we receive your returned goods, or you provide satisfactory evidence that you have sent them back where applicable, we will process any refund due without undue delay and within 14 days.

For a valid cancellation, we will refund:

the price paid for the returned goods; and
the cost of our standard delivery option originally paid, where required by law.

If you chose a delivery method that cost more than our standard delivery option, such as express or premium delivery, the additional delivery cost is not refundable unless otherwise required by law.

We may make an appropriate deduction where returned goods have been handled beyond what is reasonably necessary and this has reduced their value.

Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.

After we issue your refund, your bank, card issuer or payment provider may take additional time to show the funds in your account.