Refund policy
Online Return & Refund Policy
This policy applies to purchases made by consumers from Something Different. We accept returns in accordance with your statutory rights. We do not offer an additional voluntary change-of-mind return period.
Nothing in this policy excludes or restricts your statutory rights. Any more generous return rights expressly promised when you made your purchase will continue to apply to that purchase.
Cancelling an online purchase
For most goods purchased online, you can cancel your purchase without giving a reason. You must tell us that you wish to cancel within 14 days, beginning the day after you, or someone you nominate other than the carrier, receives the goods. You can also cancel before delivery.
If goods from a single order are delivered separately, the cancellation period normally begins the day after the last item arrives.
After notifying us, you must send the goods back or hand them over to us without unnecessary delay and no later than 14 days after the day you told us you were cancelling. The deadline is for sending the goods back, not for the parcel to arrive with us.
These cancellation rights apply to sale items as well as full-price items, subject to the legal exceptions explained below. We do not accept change-of-mind returns outside your statutory rights unless we have expressly agreed otherwise.
For cancellation, return and cancellation-refund deadlines under the Consumer Contracts Regulations, a deadline falling on a Saturday, Sunday or public holiday is extended to the next working day. Any other extension required by law also applies.
How to cancel or arrange a return
Please email sales@somethingdifferentuk.co.uk with your name, order number or other proof of purchase, and details of the items you wish to return.
You may use the optional cancellation form below, but this is not compulsory. Any clear statement communicating your decision to cancel is sufficient, provided it is sent before the cancellation deadline. You do not need our approval to exercise your statutory cancellation rights.
Our address for returns and written cancellation notices is:
Something Different
Unit 2c Brunel Plaza
Swindon
Wiltshire
SN1 1LF
United Kingdom
Please include enough information inside your return parcel for us to identify your purchase. Package the goods securely and keep evidence that you sent them back. We recommend a tracked service, but using one is not compulsory.
Return postage and collection costs
You are responsible for the direct cost of returning unwanted goods, unless we have agreed otherwise or the law requires us to cover that cost. This responsibility applies where we informed you before purchase that you would have to pay return costs.
If we agree to provide a prepaid return label or arrange collection for an unwanted item, we will explain the direct cost in advance and obtain your agreement before deducting that cost from your refund.
Different rules apply to faulty, damaged, incorrect or misdescribed goods. We will cover the reasonable return costs we are legally required to bear. Please contact us before arranging the return so that we can agree a suitable method.
For products subject to postal restrictions, including certain fragrance liquids or flammable products, contact us for suitable return instructions. Do not send goods using a service that prohibits them. Postal restrictions do not remove your statutory rights.
Refunding the original delivery charge
Cancellation of the whole order: If you cancel your entire eligible online order under your statutory cancellation rights, we will refund the original delivery charge you paid, up to the cost of the least expensive standard delivery service available for your order and delivery address. We do not refund the additional amount paid for an optional delivery upgrade.
Returning part of an order: If you return some items and keep others, we will refund the amount paid for the returned items, subject to any lawful deduction. The original flat-rate delivery charge is not normally refunded where the same delivery charge would have applied to the items you keep. Any additional delivery charge attributable solely to the returned items will be refunded where required by law.
Free delivery: Where your original delivery was free, there is no delivery payment to refund.
These provisions concern change-of-mind cancellations. They do not limit any entitlement to recover delivery costs where goods are faulty, damaged, incorrect or not as described.
Condition of returned goods and deductions
You may inspect goods as you reasonably would in a shop to establish their nature, characteristics and how they work. Statutory cancellation rights do not generally depend on goods remaining completely unopened or untouched, unless a specific legal exception applies.
Where permitted by law, we may deduct from your refund an amount reflecting an actual reduction in the goods' value caused by handling beyond what is necessary for that inspection.
This may include use, wear, staining, odours, damage or missing components where these result from handling beyond reasonable inspection. Any deduction will reflect the actual loss in value, will not exceed the price paid for the affected goods, and will be explained to you.
Please return all supplied parts and accessories, together with any original packaging, labels and inserts you still have. Opening packaging or removing it for necessary inspection does not automatically justify a deduction or remove your cancellation rights.
We do not charge a cancellation, administration or restocking fee for exercising statutory cancellation rights. Deductions for diminished value will only be made where the legal requirements, including the requirement to provide cancellation information, have been met.
Exceptions to change-of-mind cancellation rights
Statutory cancellation rights do not apply to certain goods, including goods made to your specifications or clearly personalised, and goods liable to deteriorate or expire rapidly.
A standard product does not become personalised merely because it has been specially ordered for you or assembled from a selection of standard stock components.
Where goods were supplied with a seal and are genuinely unsuitable for return for health protection or hygiene reasons once unsealed, the right to cancel is lost if that seal is broken after delivery. This exception only applies where the legal conditions are met; it is not a blanket exclusion covering all earrings, jewellery or personal-care products.
Cancellation rights may also be lost where goods become inseparably mixed with other items after delivery, according to their nature.
These exceptions concern change-of-mind cancellations only. They do not remove your rights where goods are faulty, damaged, incorrect or not as described.
Blind Boxes and collectables
Where a product is advertised as a Blind Box, the contents are randomly selected as described on the product page. Unless expressly stated otherwise, a particular design is not guaranteed and duplicates are possible. Receiving a design you do not prefer, or a duplicate where duplicates are possible, does not by itself make the goods faulty or misdescribed.
Online Blind Box purchases remain subject to applicable statutory cancellation rights. Opening a Blind Box does not automatically remove those rights.
Where handling beyond necessary inspection causes an actual reduction in value, we may make a lawful deduction as explained above. This may include a reduction in the value of collectable packaging where the legal test is met. Each return will be assessed individually; we do not apply an automatic deduction simply because a Blind Box has been opened.
The goods returned must be the goods supplied by us. Returning a different figure or substituting contents does not fulfil your obligation to return your purchase. Please include the supplied accessories and inserts.
We do not offer exchanges solely to obtain a preferred Blind Box design. This does not affect your statutory cancellation rights or remedies for faulty, damaged, incorrect or misdescribed goods.
Faulty, damaged, incorrect or misdescribed goods
This section applies to both online purchases and purchases made in our Swindon store.
We are responsible for supplying goods that are of satisfactory quality, fit for purpose and as described. Please contact us as soon as reasonably possible if you believe your purchase does not meet these requirements.
Please provide your order details or other reasonable proof of purchase and explain the problem. Photographs can help where practical. We may need to inspect the goods or obtain reasonable supporting information to assess the issue, without unnecessarily delaying your statutory remedy. You do not need the original packaging to make a statutory faulty-goods claim.
Short-term right to reject: You normally have 30 days from delivery or taking possession of the goods to reject qualifying faulty, damaged, incorrect or misdescribed goods for a full refund. A shorter period may apply to goods reasonably expected to perish sooner. Any statutory extension or pause in this period will apply.
After the short-term rejection period: You will normally be entitled to a repair or replacement in the first instance. You may request either remedy, unless it is impossible or disproportionate compared with the alternative. Any repair or replacement must be provided at no necessary cost to you, within a reasonable time and without significant inconvenience.
If repair and replacement are unavailable, if the goods still fail to meet your rights after one repair or replacement, or if the remedy is not provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or to reject the goods for a refund.
Where the law permits a deduction for use when exercising the final right to reject after the first six months, we may make an appropriate deduction. This does not apply to a refund under the short-term right to reject or to a final rejection within the first six months for the goods we sell.
Faulty-goods rights do not cover damage caused by misuse, accidental damage or fair wear and tear. This does not affect a claim for an underlying defect or any other failure to meet your statutory rights.
Please contact us to arrange an appropriate return. We will provide a suitable return method or reimburse reasonable return costs where required by law.
Exchanges for online purchases
We do not offer a separate change-of-mind exchange service. To obtain a different item, you can exercise any applicable cancellation rights and place a new order. The new order will be subject to our usual delivery charges and any applicable free-delivery offer.
This does not restrict your right to a replacement as a statutory remedy for faulty, damaged, incorrect or misdescribed goods.
Refund amounts and timescales
Change-of-mind refunds are based on the amount actually paid for the returned goods after any discounts, together with any refundable delivery charge, and less any lawful deduction.
Refunds will be made using the original payment method unless you expressly agree otherwise. We will not charge a fee for issuing a refund or require you to accept store credit instead of a refund to which you are legally entitled.
Statutory cancellations involving returned goods: Unless we have offered to collect the goods, we may withhold the refund until we receive them back or you provide evidence that you have sent them back, whichever happens first. We will refund you without unnecessary delay and no later than 14 days after that earlier event.
Cancellations before dispatch or where we have offered to collect: We will refund you without unnecessary delay and no later than 14 days after being informed of your cancellation.
Refunds for faulty, damaged, incorrect or misdescribed goods: We will issue any refund due without unnecessary delay and within 14 days of agreeing that you are entitled to it.
Your bank or payment provider may take additional time to display a refund after we have issued it. Please contact us if you need help tracing a refund.
Items unavailable after ordering
If an item becomes unavailable after you place your order, we will contact you. We will not substitute a different item without your agreement.
We will refund any unavailable item without unnecessary delay. Any remaining available items may still be supplied unless you have cancelled them under your applicable rights or we have agreed otherwise.
If we cannot supply any of the items in your order, we will refund the full amount paid, including delivery charges.
Optional cancellation form
You may copy and complete this form and send it by email or post. Using this form is optional.
To: Something Different, Unit 2c Brunel Plaza, Swindon, Wiltshire, SN1 1LF, United Kingdom. Email: sales@somethingdifferentuk.co.uk
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]:
Ordered on [*]/received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if this form is sent on paper:
Date:
[*] Delete as appropriate.
Store Return & Refund Policy
Change-of-mind purchases
For purchases completed in our Swindon store, we do not offer refunds, exchanges or credit notes simply because you have changed your mind, selected an unsuitable item or received an unwanted gift.
This applies to full-price and sale items, including unopened products, earrings and Blind Boxes. Any additional return rights expressly promised when you made your purchase will be honoured.
This restriction applies only to change-of-mind purchases. It does not affect your statutory rights.
Faulty, damaged, incorrect or misdescribed goods
If goods purchased in store are faulty, damaged, incorrect or not as described, the statutory rights explained in the "Faulty, damaged, incorrect or misdescribed goods" section above apply.
Where you are legally entitled to a refund, we will not require you to accept an exchange or credit note instead. Please provide your receipt or another reasonable form of proof of purchase. Original packaging is not required for a statutory faulty-goods claim.
Online orders collected in store
Purchases concluded through our website and collected in store remain subject to the online cancellation provisions above. Collection in person does not, by itself, turn an online purchase into an in-store purchase.
Where an item is merely reserved online and the purchase contract is only concluded in store, the in-store provisions apply.
For return or refund questions, contact sales@somethingdifferentuk.co.uk.