Returns and Refunds Policy for Goods Purchased Online


This policy is written for the sole purpose of advising customers about their legal right to change their mind and return goods when ordering them online. This returns policy does not apply to damaged, incorrectly supplied or mis-described goods. It forms part of our terms and conditions and duplicates the relevant parts of that policy with the intent of making our policy, along with your legal rights clear when purchasing goods directly from our website.

For information regarding goods not purchased online please see our full terms and conditions page.


The timeframe to advise us of the intention to return unwanted goods.

If you are a consumer then for most products bought online you have a legal right to change your mind within 14 days of receiving the goods and receive a refund, with a further 14 days thereafter to return those goods. You do not need to provide a reason for returning goods. We must be notified by email within this 14 day time period of your intent to return unwanted goods for your legal right to change your mind about an online purchase to be applicable. Outside of this 14-day window no such right applies.

For clarification, please see the following excerpt from our terms and conditions 6.2.5

Goods purchased online will only be taken back if the company is notified of the intent to return, by the buyer, within 14 days of receipt of goods. The buyer must then subsequently return goods no later than a further 14 days after initial notification is received by the company.


Who pays the return costs?

In the instance where the customer changes their mind about a purchase, the customer themselves will be required to pay the associated return costs and accept full responsibility and liability for any damage or loss occurring during the return process.  


Proof of purchase and condition of goods

It is required that you supply a copy of your Proof of Purchase detailing the purchase date, which must be within the timeframe detailed above for this policy to apply. Only the buyer of the goods may return items and request a refund.

In addition to the above, the customer must meet the following conditions (taken from our main terms and conditions 6.2.1 & 6.2.2 ) for your legal rights to apply:

Goods will only be accepted if they are in brand new and unused condition.

Packaged items will only be accepted if the package remains unbroken and in resalable condition.


Returning special order or custom goods

Excerpt from terms and conditions clause 6.2.4 rules out the possibility of being able to return these types of goods, this is also in accordance with the law:

Custom made or Special Order goods cannot be returned or cancelled once in production.


Timeframe for your refund

Once we have received the goods back and inspected the condition, in the instance where all the afore mentioned conditions are met, we will process your refund at the earliest opportunity. Our legal obligation is to refund your goods within 14 days of receipt, however once we are assured all the conditions for return are met, we will always have the intention to process your refund much sooner, typically within 24 hours.

Please be aware that the refund will be processed via the original payment method , but some banks as well our 3rd party payment system (Stripe) may occasionally hold funds for several days before releasing them to your account. In this instance, we will have no control over this timescale and customers should contract their bank for clarification if notification is received from Unity Lime that the refund has been processed.