Refund policy

Last Updated: September 1, 2026

Thank you for shopping with Yoozword. This Return Policy explains our return, cancellation, and refund procedures for purchases made through www.yoozword.com.

We offer a 30-day commercial return period for eligible products. Nothing in this policy limits or excludes any statutory rights available to consumers under applicable UK law.

1. 30-Day Return Policy

You may request a return within 30 days after your order is delivered.

To qualify for a standard return, the item must generally be:

• Unused and unworn

• In its original condition

• Free from damage, stains, odors, or signs of use

• Returned with original tags, accessories, and packaging where applicable

• Accompanied by your order number or other proof of purchase

Please contact us before returning any item.

2. How to Request a Return

To request a return, contact us at:

Email: hello@yoozword.com

Please include:

• Your order number

• The email address used to place the order

• The item or items you wish to return

• The reason for your return

• Clear photographs if the item is damaged, defective, or incorrect

We will review your request and provide the appropriate return instructions.

Please do not send a return before receiving return instructions from us.

3. UK Statutory Cancellation Rights

If you are a UK consumer purchasing goods online, you may have a statutory right to cancel your contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where this right applies, you generally have 14 days after the day you receive the goods to notify us that you wish to cancel.

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

Our 30-day commercial return policy is provided in addition to applicable statutory rights and does not replace or restrict them.

To exercise an applicable statutory cancellation right, contact hello@yoozword.com and clearly state that you wish to cancel your purchase.

4. Return Method

Returns are accepted by mail.

After your return request has been reviewed, we will provide instructions explaining where and how your return should be sent.

We recommend using a trackable shipping service and keeping your proof of postage until your return and refund have been completed.

5. Return Address

Our business contact address is:

Yoozword
23 Millbank Road
Port Glasgow, PA14 5YY
United Kingdom

Please do not automatically send returned products to this business address unless our customer support team confirms that it is the correct return destination for your order.

The appropriate return address will be provided after your return request has been reviewed.

6. Return Shipping Costs

For standard change-of-mind returns under our commercial 30-day return policy, customers are generally responsible for return shipping costs.

If you receive an item that is faulty, damaged, incorrect, or not as described, we will handle reasonable return costs as required by applicable law.

For statutory cancellations, responsibility for direct return costs will be handled in accordance with applicable UK consumer law and the information provided to you in connection with your purchase.

7. Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery.

If you receive an item that is damaged, defective, incorrect, or materially different from its description, please contact hello@yoozword.com as soon as possible.

Please provide:

• Your order number

• A description of the issue

• Clear photographs of the affected product

• Photographs of the packaging where relevant

We will review the issue and provide an appropriate remedy based on the circumstances and applicable law.

Depending on the circumstances, this may include a repair, replacement, refund, price reduction, or another appropriate remedy.

8. Non-Returnable Items

Certain products may not qualify for a change-of-mind return where an exception is permitted by applicable law.

These may include:

• Personalised or custom-made products

• Products that deteriorate or expire rapidly

• Sealed products that are not suitable for return for health or hygiene reasons once unsealed

• Items that have been used, worn, washed, altered, or damaged after delivery

• Products missing essential components, accessories, or packaging

These exclusions do not remove statutory rights that may apply when goods are faulty, damaged, misdescribed, or otherwise fail to conform to the contract.

If you are unsure whether a product is eligible for return, please contact us before sending it back.

9. Cold-Weather Gear and Hygiene-Sensitive Products

When trying on cold-weather gear, apparel, masks, or other hygiene-sensitive products, please take reasonable care of the item.

Where applicable, original tags, protective seals, and packaging should remain intact.

Products should not be worn or used beyond what is reasonably necessary to inspect their fit, appearance, and suitability.

For hygiene-sensitive sealed goods, change-of-mind returns may be restricted after the seal has been removed where permitted by applicable law.

This does not affect your statutory rights where goods are faulty or do not conform to the contract.

10. Luggage, Bags, and Backpacks

Returned luggage, bags, backpacks, wallets, and similar products should be unused and returned in their original condition.

Please avoid using returned products for travel or everyday use before requesting a change-of-mind return.

Where applicable, original tags, straps, accessories, protective materials, and packaging should be included with the return.

Reasonable inspection of a product does not affect statutory rights, subject to applicable law.

11. Exchanges

We do not guarantee direct exchanges for every product.

If you would like a different size, colour, style, or product, please contact us. Depending on availability and the circumstances, we may ask you to return the eligible item and place a new order.

This does not affect any statutory right to repair or replacement where applicable.

12. Refunds

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

If your return is approved, your refund will normally be issued to your original payment method.

After we process the refund, your bank, card issuer, or payment provider may require approximately 5–10 business days to display the funds in your account.

For statutory cancellations or other legally required refunds, refunds will be processed within the timeframe required by applicable law.

13. Original Shipping Charges

For ordinary returns under our commercial 30-day return policy, original shipping charges are generally non-refundable unless otherwise stated or required by law.

For qualifying statutory cancellations, eligible standard delivery charges will be refunded as required by UK consumer law.

If you selected a delivery method that was more expensive than the least expensive standard delivery option offered, the additional delivery cost may not be refundable.

14. Restocking Fees

We do not charge a restocking fee for eligible returns.

Customers may still be responsible for applicable return shipping costs where stated in this policy and permitted by law.

15. Faulty or Misdescribed Goods

Your statutory rights concerning faulty, unsafe, damaged, or misdescribed goods are separate from our commercial 30-day return policy.

Where applicable, consumers may have remedies under the Consumer Rights Act 2015 and other applicable UK consumer protection laws.

Our commercial return period does not limit those statutory rights.

16. Order Cancellations Before Dispatch

If you need to cancel an order before it has been dispatched, please contact hello@yoozword.com as soon as possible.

We will make reasonable efforts to accommodate your request. However, we cannot guarantee that an order can be stopped once processing, fulfillment, or shipment has begun.

This does not restrict any statutory cancellation rights that may apply to your purchase.

17. Late or Missing Refunds

If we have confirmed that a refund has been processed but you have not received it, please first check with your bank, card issuer, or payment provider.

Financial institutions may require additional processing time before a refund appears in your account.

If the expected processing period has passed, contact hello@yoozword.com with your order number and refund details so we can assist you.

18. Contact Us

If you have questions about a return, cancellation, refund, damaged item, or this Return Policy, please contact us:

Yoozword

Business Address:
23 Millbank Road
Port Glasgow, PA14 5YY
United Kingdom

Email: hello@yoozword.com
Phone: +44 7106 941957
Website: www.yoozword.com