Refund & Returns Policy

Effective Date: 1 June 2025 Last Updated: 4 August 2026

Thank you for shopping with Europe Mark Ltd.

We want you to be happy with your purchase. This policy explains our 30-day returns, exchanges, refunds, cancellations, and what to do if an item arrives faulty, damaged, incorrect or not as described.

Nothing in this policy limits or excludes your statutory consumer rights.

1. 30-DAY RETURN POLICY

We offer a 30-day return period for eligible items.

You must contact us within 30 calendar days of receiving your order if you wish to request a return.

To qualify for a return, the item must normally be:

• Unused and unmodified
• In resalable condition
• Complete with all supplied accessories and parts
• Securely packaged for return
• Preferably returned in its original packaging where reasonably possible

You may inspect the product as you would reasonably be able to do in a physical shop.

If an item has been used, damaged, modified, sharpened, scratched or handled beyond what is reasonably necessary to inspect it, we may make an appropriate deduction from the refund where permitted by law.

2. CHANGE OF MIND RETURNS

We understand that sometimes an item may simply not be what you expected once it arrives, whether because of its size, finish, proportions, appearance or personal preference.

You can request a change-of-mind return within 30 days of delivery, subject to the conditions in this policy.

For eligible UK orders, your statutory cancellation rights remain unaffected.

Where a return falls under your statutory cancellation rights, we will process it in accordance with applicable consumer law.

For a voluntary change-of-mind return requested after the applicable statutory cancellation period but within our 30-day return period, a 20% restocking, quality inspection and repackaging charge will be deducted from the item refund.

This charge helps cover the cost of receiving, inspecting, quality checking and repackaging returned collectible products so they can be offered for sale again.

For example:

Item Price: £100
20% Deduction: £20
Refund: £80

The customer is also responsible for the cost of returning the item to us for a change-of-mind return.

The 20% charge does not apply simply because an item is faulty, damaged, incorrect or materially not as described.

Nothing in this section affects your statutory rights.

3. ITEMS NOT ELIGIBLE FOR CHANGE-OF-MIND RETURNS

Unless the item is faulty, damaged, not as described or another statutory right applies, the following items cannot normally be returned because of a change of mind:

• Personalised items
• Engraved items
• Custom-made products
• Products made or modified specifically to your requirements
• Items altered or modified after delivery
• Items covered by another lawful cancellation exception

Sale and discounted items remain eligible for returns on the same basis as full-price items unless a lawful exception applies.

4. HOW TO REQUEST A RETURN

Please contact us before returning any item.

You can contact us using:

Email: support@europemark.co.uk
Phone: +44 7584 560014
Live Chat: Available on our website

Please provide:

• Your full name
• Your order number
• The item you wish to return
• The reason for the return

For damaged, faulty, incorrect or not-as-described items, we may also ask for clear photographs or video of the product and packaging so we can investigate the issue.

Once your request has been reviewed, we will provide the appropriate return instructions.

Please do not send an item back without contacting us first.

5. RETURN SHIPPING

For a change-of-mind return, the customer is responsible for the direct cost of returning the item.

Return postage is not refundable for voluntary change-of-mind returns unless applicable law requires otherwise.

We strongly recommend that you:

• Use a tracked delivery service
• Use appropriate shipping insurance
• Package the item securely
• Keep your postage receipt and tracking information

If an item is faulty, damaged, materially not as described or incorrectly supplied, please contact us before returning it so we can arrange or approve the appropriate return method.

6. FAULTY, DAMAGED, INCORRECT OR NOT-AS-DESCRIBED ITEMS

If your item arrives faulty, damaged, materially not as described or different from what you ordered, please contact us as soon as reasonably possible.

Where possible, please provide:

• Your order number
• A description of the issue
• Clear photographs or video of the item
• Photographs of the packaging

Please keep the original packaging while we investigate, as it may be required for a courier claim.

Depending on the circumstances and your legal rights, we may offer an appropriate remedy such as:

• Repair
• Replacement
• Price reduction
• Partial refund
• Full refund

If a return is required because the product is faulty, damaged, materially not as described or incorrectly supplied, Europe Mark will cover the reasonable return cost where required by law.

Please contact us before paying for an expensive return shipping service.

7. EXCHANGES

Eligible items may be exchanged within 30 days of delivery, subject to availability.

For a change-of-mind exchange, the customer is responsible for the return shipping cost.

Where the statutory cancellation period has expired, the voluntary return conditions described in our Change of Mind Returns section may apply.

If an exchange is required because an item is faulty, damaged, incorrect or materially not as described, we will handle the matter in accordance with your applicable consumer rights.

If the requested replacement is unavailable, we may offer an alternative or provide the refund to which you are entitled.

8. REFUNDS

Once we receive your returned item, we will inspect it and notify you of the outcome.

Approved refunds will be issued to the original payment method.

We aim to process approved refunds within 2–3 business days after inspection.

Your bank or payment provider may require an additional 3–5 business days to show the refund in your account.

For qualifying voluntary change-of-mind returns outside the applicable statutory cancellation period, the 20% restocking, inspection and repackaging charge described above may apply.

We will not apply a restocking or administration charge where doing so would limit or conflict with your statutory consumer rights.

Where permitted by law, we may make an appropriate deduction if the value of an item has been reduced because it was handled beyond what was reasonably necessary to inspect it.

9. FREE GIFTS & PROMOTIONAL ITEMS

If a free gift or promotional item was supplied specifically with the product being returned, it should normally be returned together with the main item as part of a voluntary change-of-mind return.

If a promotional gift is not returned, we may take its reasonable value into account when calculating a voluntary refund where legally permitted.

This does not affect your statutory rights.

10. CANCELLING AN ORDER BEFORE DISPATCH

If you wish to cancel an order before dispatch, please contact us as soon as possible.

Email: support@europemark.co.uk
Phone: +44 7584 560014
Live Chat: Available through our website

If we are able to stop the order before it is dispatched, we will cancel it and issue the applicable refund.

If the order has already been dispatched, you may still have cancellation and return rights under this policy and applicable consumer law.

Personalised, engraved or custom-made products may not be cancellable once production has started, subject to applicable law.

11. UK CANCELLATION RIGHTS

If you are a UK consumer purchasing eligible goods online, you generally have a statutory right to cancel your order without giving a reason within 14 days after receiving the goods.

After notifying us of a valid cancellation, you generally have a further 14 days to return the goods.

Our voluntary 30-day return policy gives eligible customers additional time and does not replace or reduce statutory rights.

To exercise your statutory cancellation right, please contact us with a clear statement that you wish to cancel your purchase.

12. EU/EEA RIGHT OF WITHDRAWAL

If you are a consumer in the European Union or European Economic Area and applicable law gives you a right of withdrawal, you generally have 14 days after receiving eligible goods to notify us that you wish to withdraw from the purchase.

You must then return the goods within the period required by applicable law.

Unless the item is faulty, damaged, materially not as described or incorrectly supplied, you are responsible for the direct cost of returning it where permitted by law.

Certain products, including qualifying personalised or custom-made goods, may be excluded from the right of withdrawal.

13. GIFT RETURNS

If an item was identified as a gift when purchased and sent directly to the gift recipient, we may offer store credit after receiving and inspecting an eligible voluntary return.

If the item was purchased normally, any monetary refund will generally be issued to the original payment method used by the purchaser.

Gift returns do not reduce the purchaser's statutory rights.

14. RETURN ADDRESS

Please contact us before sending your return.

Unless we provide a different approved return address in writing, authorised returns should be sent to:

Europe Mark Ltd
117 Oak Road
Luton
England
LU4 8AA
United Kingdom

Please include your order number with the return.

Do not send your return to a manufacturer, supplier, overseas dispatch unit, courier depot or any other address unless our customer support team has instructed you to do so in writing.

15. INTERNATIONAL RETURNS

Our voluntary 30-day return policy applies to eligible orders in countries where we sell unless different country-specific terms were clearly provided before purchase.

For international change-of-mind returns, the customer is responsible for the direct return shipping cost unless applicable law provides otherwise.

For faulty, damaged, incorrect or materially not-as-described products, please contact us before returning the item.

Customers are responsible for completing return customs documentation accurately.

Where appropriate, the parcel should be marked as “Returned Goods”.

16. STATUTORY RIGHTS

Nothing in this policy limits or excludes your statutory consumer rights.

Under the Consumer Rights Act 2015, UK consumers may have additional remedies where goods are:

• Faulty
• Not of satisfactory quality
• Not fit for purpose
• Not as described

The remedy available will depend on the circumstances and when the issue is reported.

Your statutory rights remain unaffected by our voluntary return policy.

17. CONTACT US

If you have any questions about a return, refund, exchange or cancellation, please contact us.

Europe Mark Ltd
Website: europemark.co.uk
Customer Support: support@europemark.co.uk
General Enquiries: info@europemark.co.uk
Sales: sales@europemark.co.uk
Phone: +44 7584 560014
Live Chat: Available through our website
Business Hours: Monday–Friday, 9:00 AM–4:00 PM UK time
Address: 117 Oak Road, Luton, England, LU4 8AA, United Kingdom

OUR SATISFACTION COMMITMENT

Customer satisfaction is important to us.

We aim to handle every eligible return, exchange and refund fairly, transparently and as quickly as reasonably possible.

If you are unsure whether your item qualifies for a return, please contact our support team before sending it back.

© 2026 Europe Mark Ltd. All rights reserved.