Refund policy

Refund and Returns Policy

Last Updated: 18/01/2026

At Notch Up, we want you to be completely happy with your purchase. If you are not satisfied, we are here to help. This policy does not affect your statutory rights as a consumer.

1. Changing Your Mind (Right to Cancel)

Under the UK Consumer Contracts Regulations, you have the legal right to cancel your order for any reason within 14 days of receiving the goods.

  • Notification Period: You must tell us you wish to cancel within 14 days of receiving your items.

  • Return Period: Once you have notified us, you have another 14 days to send the goods back to us.

  • Condition: Items must be unused, in the same condition that you received them, and in their original packaging with all tags attached.

2. How to Start a Return

To initiate a return, please contact us at contact@notchup.co.uk with your order number and reason for return. We will provide you with instructions and the return address.

Please Note: Do not send items back to the manufacturer. Returns must be sent to the address provided by our support team.

3. Return Shipping Costs

  • Change of Mind: If you are returning an item because you changed your mind or it doesn't fit, you represent responsible for paying the return shipping costs. Shipping costs are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

  • Faulty or Incorrect Items: If the item is defective, damaged, or if you received the wrong item, we will cover the cost of the return shipping.

4. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 days.

  • Shipping Costs: If you cancel your entire order within the 14-day window, we will refund the cost of the standard outbound delivery you paid to get the goods to you. If you chose a faster/premium delivery option, we will only refund the basic standard delivery cost.

5. Non-Returnable Items (Exceptions)

For hygiene and safety reasons, certain items cannot be returned unless faulty:

  • Perishable goods (such as food or flowers).

  • Personalized or custom-made items.

  • Personal care goods (such as beauty products) if the hygiene seal has been broken.

  • Earrings (for hygiene reasons) if the seal is broken.

6. Faulty or Damaged Items

If your item arrives damaged or develops a fault, please contact us immediately at contact@notchup.co.uk.

  • Within 30 Days: You have a legal right to a full refund if the goods are faulty.

7. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for a different size or color, the fastest way is to return the item you have for a refund and make a separate purchase for the new item.