Refund policy
Last updated: 27 July 2026
We hope you love your order, but if something is not right, please contact us and we will help.
This policy is in addition to your statutory rights as a consumer.
Some products are fulfilled and dispatched directly by one of our approved suppliers. This means that items from the same order may arrive separately and returns may need to be sent to a different address. Please always contact Plainly Does It before returning an item so that we can provide the correct instructions and any applicable return label. Your contract remains with Plainly Does It Ltd, and we remain responsible for your customer service, return and refund.
Change of mind returns
For most products bought online, you have 14 days after delivery to tell us that you wish to cancel your order or return a product. You do not need to give us a reason.
Where products from the same order are delivered separately, the cancellation period ends 14 days after the final product is delivered.
After telling us that you wish to cancel, you then have a further 14 days to send the product back.
To notify us, please email returns@plainlydoesit.co.uk with your order number and details of the product you wish to return. You may also use the cancellation form below, although you do not have to use it.
Please contact us before posting a return so that we can confirm the correct return address and instructions. Some products are dispatched by suppliers and may need to be returned to a different location. Contacting us first helps us identify and process the return, but it does not prevent you from exercising your cancellation rights by sending us a clear statement that you wish to cancel.
Cancelling before dispatch
To cancel or amend an order before dispatch, please contact orders@plainlydoesit.co.uk as soon as possible.
We will try to stop or amend the order, but we cannot guarantee that this will be possible once processing or dispatch has begun. If the order has already been dispatched, you may need to follow the returns process instead.
Return condition
You may handle and inspect a product in the same way that you reasonably could in a shop, to establish its nature, characteristics and condition.
Products should be returned complete and carefully packaged. Where possible, please use the original packaging, particularly for fragile or larger products. If the original packaging is no longer available, please use suitable protective packaging.
We may reduce your refund to reflect any loss in value caused by handling that goes beyond what was reasonably necessary to inspect the product.
Greeting cards
Greeting cards may be returned under the change of mind process provided they are returned complete and undamaged.
We may reduce the refund if a card has been written in, used or damaged beyond what was reasonably necessary to inspect it.
Homeware, candles and textiles
Homeware, candles, home fragrance and textiles should be returned complete, undamaged and carefully packaged.
For fragile, larger or supplier-delivered products, the original packaging is especially helpful. Please keep the packaging until you are sure you wish to keep the product.
Please contact us before sending these products back so that we can confirm the correct address and instructions.
Please do not return a product directly to a supplier unless we have asked you to do so.
Return postage
For change of mind returns, you are responsible for arranging and paying the direct cost of returning the product.
We recommend using an appropriate tracked service and keeping your receipt or proof of postage until your refund has been completed.
For a product that cannot normally be returned by post, any estimated return or collection cost that you would be expected to pay will be stated on the product page or otherwise provided before you place your order.
If a product is faulty, damaged on arrival, not as described or incorrect, we will cover the reasonable cost of returning it or arrange collection where appropriate.
Damaged, faulty, misdescribed or incorrect products
Products must be of satisfactory quality, fit for their usual purpose and as described.
Please check your order when it arrives and contact us if a product is damaged, faulty, not as described or incorrect.
Please email returns@plainlydoesit.co.uk with your order number, a description of the issue and, where possible, clear photographs of the product and packaging.
Contacting us within 48 hours can help us investigate delivery damage quickly with the relevant supplier or courier, but this is not a condition of your legal rights.
Please keep the product and packaging while we review the issue, where it is reasonable and safe to do so.
If a product is faulty, you may have a short-term right to reject it and receive a refund within the first 30 days after delivery. After this period, you may normally be entitled to a repair or replacement before a refund or price reduction, depending on the circumstances.
Your statutory consumer rights are not affected by this policy.
Supplier-shipped products
Some products are dispatched directly by our suppliers. Your contract remains with Plainly Does It Ltd.
Please contact us before returning a supplier-shipped product, as it may need to be sent to a specific return address.
Do not send a product directly to a supplier unless we have instructed you to do so, as this may delay the return being identified and processed.
Products without a change of mind cancellation right
The legal right to cancel may not apply to certain products, including:
- products made to your specifications or clearly personalised
- products that deteriorate or expire rapidly
- sealed products that are not suitable for return for health or hygiene reasons once the seal has been broken
- other products that are exempt from cancellation under consumer law
These exceptions do not affect your rights if a product is faulty, damaged, not as described or incorrect.
Refunds
Once your return has been received and checked, we will confirm the refund with you.
For a change of mind return, we may wait until we have received the returned product, or until you provide evidence that it has been sent back, before processing the refund.
Refunds will be processed without unnecessary delay and no later than 14 days after we receive the returned product or evidence that it has been sent back, whichever is earlier.
Refunds will be made to your original payment method unless we agree otherwise. You will not be charged a refund fee.
Your bank or payment provider may take additional time to show the refund in your account.
Where required by law, if you cancel your full order we will refund the cost of the least expensive standard delivery option offered for the cancelled products.
If you return only part of an order, the original delivery charge will not normally be refunded unless the returned product was faulty, damaged, not as described or incorrect.
If you selected a delivery service that cost more than our least expensive standard option, the additional delivery cost will not normally be refunded.
We may reduce a change of mind refund to reflect any loss in value caused by handling beyond what was reasonably necessary to inspect the product.
Exchanges
We do not currently offer automatic exchanges.
The quickest way to order a different product is to return the original product and place a new order.
Cancellation form
You do not have to use this form, but you may copy and email or post it to us if you wish to cancel within the cancellation period.
To: Plainly Does It Ltd, 55 Newsham Way, Northallerton, England, DL7 8HX
Email: returns@plainlydoesit.co.uk
I hereby give notice that I cancel my contract of sale for the following product or products:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Signature, only if submitted on paper:
Date:
Contact
Plainly Does It Ltd is registered in England and Wales under company number 16673653.
Registered office: 55 Newsham Way, Northallerton, England, DL7 8HX.
For returns, refunds, damaged products, faulty products or incorrect products, please contact:
For general enquiries, please contact: