Refund policy
Effective date: 27 August 2026 Last updated: 27 August 2026
At Remoxila we want you to be completely happy with your stoneware. If a plate isn't quite right, you can return it under your statutory rights as a UK consumer or under our extended 30-day goodwill return window. Questions? Email support@remoxila.com — we usually respond within 1 business day.
Quick summary
| Question | Answer |
|---|---|
| How long do I have to return? | 30 days from delivery (goodwill window), in addition to your statutory 14-day cancellation right |
| What can I return? | Items in new, unused condition |
| Who pays return shipping? | You for change-of-mind returns; we cover it for faulty, damaged or incorrect items |
| How long does the refund take? | Within 7 business days of us receiving your return; bank processing may add a few more days |
| Where does the refund go? | Back to your original payment method |
| Any restocking fees? | None — ever |
| Exchanges? | Yes — within 30 days, subject to stock |
1. Your statutory right to cancel under UK consumer law
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers may cancel an order within 14 days of receiving the goods, without giving a reason. To exercise this right: email support@remoxila.com within 14 days of delivery with your order number and the items you wish to cancel, then return the goods within 14 days of telling us. We refund the price paid plus the standard delivery cost within 14 days of receiving the returned items, to the original payment method. You are responsible for the return cost unless the goods are faulty or sent in error. This statutory right cannot be excluded and is additional to our 30-day goodwill window below.
2. Our 30-day goodwill return window
Beyond your statutory rights, we accept returns for 30 days from the date of delivery for a refund or exchange — even after the statutory 14-day period has passed. The same condition requirements apply.
3. What can be returned
Items that don't suit your table, items you've changed your mind about (in new, unused condition), items that arrived faulty, damaged or defective, items sent in error, and items that don't match their description.
4. What cannot be returned
For change-of-mind reasons we cannot accept: items that have been used for serving food, items damaged through misuse, items returned outside the return window, or items returned without original protective packaging where this materially reduces their resale value. Your statutory rights for faulty goods are unaffected.
5. Condition of returned items
Returns must be in new, unused condition, ideally in the original protective packaging. If items show signs of use or damage from misuse, we may refuse the return or apply a partial refund reflecting the reduction in value.
6. How to return — step by step
Step 1 — Email us at support@remoxila.com within the return window with: your order number, the item(s) you wish to return, the reason, and photos if the item is damaged, defective or incorrect.
Step 2 — Wait for approval. We respond within 1 business day with return authorisation and instructions. Once approved, you can download and print the return label we provide. Please don't send anything before approval.
Step 3 — Pack and post. We partner with ShipBob for fulfilment and returns handling. Pack the plates securely (stoneware needs padding — ideally the original packaging) and send approved returns to their UK facility:
ShipBob UK Fulfillment Centre — Returns (Remoxila) Edison Road Hams Hall Distribution Park Birmingham B46 1DA United Kingdom
We recommend a tracked service; we cannot accept responsibility for returns lost before reaching us. We do not accept cash-on-delivery returns.
Step 4 — Refund or exchange. Once the return arrives at our fulfilment partner's warehouse and passes inspection, we process your refund or dispatch your exchange within 7 business days.
7. Return shipping costs
| Reason for return | Who pays |
|---|---|
| Change of mind / doesn't suit | You (the customer) |
| Statutory 14-day cancellation | You (the customer) |
| Faulty, damaged or defective item | We pay |
| Wrong item shipped | We pay |
| Item doesn't match description | We pay |
8. Faulty, damaged or incorrect items
Contact us within 48 hours of delivery at support@remoxila.com with your order number, clear photos of the issue and a short description. We will replace the item, offer an alternative of equivalent value, or issue a full refund including any delivery and return costs — your choice, subject to stock.
Your statutory rights under the Consumer Rights Act 2015: within 30 days of delivery you have a short-term right to reject faulty goods for a full refund; within 6 months you are entitled to repair or replacement (and refund if that fails); from 6 months to 6 years you may still have rights if you can show the fault existed at delivery. These rights cannot be excluded.
9. Refund processing time
We issue refunds within 7 business days of receiving and checking your return. Your bank or card issuer may take a few additional business days to post the credit. For statutory cancellations we are legally required to refund within 14 days of receiving the goods — we aim to be faster. You'll receive an email confirmation when the refund is processed. If you don't see the refund within 15 business days of that email, contact us and we'll investigate.
10. Refund method
Refunds always go to the original payment method: card payments back to the same card; Apple Pay, Google Pay and Shop Pay back to the card linked to your wallet. We cannot refund in cash or to a different person or payment method.
11. Exchanges
We offer exchanges for a different style of equivalent value within 30 days, subject to stock. Follow the return process in Section 6 and state the item you'd like instead; once your return arrives and the exchange item is in stock, we dispatch it at no extra delivery cost. If it's out of stock, we'll contact you to refund or arrange an alternative.
12. Digital wallet refunds
If you paid with Apple Pay, Google Pay or Shop Pay, the refund is processed like a card refund and returned to the card linked to your wallet. Timing depends on your bank or card issuer.
13. When we may refuse a return
We may refuse a return or apply a partial refund if the item shows clear signs of use or misuse, is returned outside the window, is returned without original packaging where this materially reduces value, or if we reasonably suspect fraudulent return activity. If we refuse, we explain why in writing and either return the item to you at your cost or hold it for collection. Your statutory rights are unaffected.
14. Cancelling before dispatch
Email support@remoxila.com with your order number as soon as possible. If the order hasn't been dispatched, we cancel and refund in full within 7 business days; if it has, follow the standard return process.
15. Disputes and your right to escalate
If you're not satisfied with how we've handled a return or refund: email our team first — we resolve almost everything quickly; contact your card issuer; or get free independent advice from the Citizens Advice consumer service (https://www.citizensadvice.org.uk/consumer/ or 0808 223 1133). Nothing in this policy limits your statutory rights.
16. Contact us
NORTHWELL GROUP LTD (trading as Remoxila) 128 City Road, London, EC1V 2NX, United Kingdom Email: support@remoxila.com Phone: +44 20 8040 3862 Company number: 17075470