This Refund Policy explains how to cancel an online order, return an item or report a problem with a purchase from ecommercedae.co.uk. It was last updated on 27 September 2026. The store’s returns contact is support@ecommercedae.co.uk. Email us with your order number and the item you are contacting us about. Your statutory consumer rights apply in addition to this policy and are not reduced by it.
How to contact us
For most goods bought online by a consumer in the United Kingdom, you may cancel the purchase within 14 days after the day you, or someone you nominate, receives the goods. See the UK distance-selling guidance. You do not need to give a reason. To use this right, send us a clear statement that you want to cancel by emailing support@ecommercedae.co.uk. You may use the cancellation form at the end of this policy, but you do not have to. Keep a copy of your message and the date it was sent.
Your cancellation period
After telling us that you are cancelling, send the goods back without undue delay and within 14 days. Please email us before posting so we can confirm the return instructions and current return address. Do not send a parcel to a supplier or an unconfirmed address. Unless we have agreed to cover the cost or the law requires us to do so, you are responsible for the direct cost of returning an item when you change your mind. We will tell you about return costs before a purchase where required. If an item cannot normally be returned by post, we will provide information about the cost of return before you order.
Returning goods
Please handle goods only as you would in a shop to establish their nature, characteristics and fit. If handling goes beyond what is reasonably necessary and reduces the value of an item, the law may allow a deduction for that loss of value. This does not remove your right to inspect an item or cancel within the statutory period. Please return all components, tags and packaging that came with the item where reasonably possible. The condition of packaging will not by itself remove a statutory right.
Refunds
When a valid cancellation is made, we will refund the amount paid for the cancelled goods and the cost of the least expensive standard delivery option offered for that order. If you selected a more expensive delivery option, we only have to refund the standard delivery amount. We will make the refund without undue delay and no later than 14 days after we receive the goods back or, if earlier, receive evidence that you sent them back. We may withhold the refund until one of those events occurs. We will use the original payment method unless you agree otherwise, and we will not charge a refund fee.
Exceptions
Some types of purchase may be excluded from the statutory cancellation right by law, such as goods made to your specifications or clearly personalised, and sealed goods that are not suitable for return for health or hygiene reasons once unsealed. Any such exception will be clearly identified before you order and will apply only where the legal conditions are met. Ordinary baby clothing is not automatically excluded simply because it is clothing. Contact us if you are unsure whether an exception applies to a particular item.
Faulty or misdescribed goods
If an item is faulty, damaged, unsafe, not as described or otherwise does not meet the contract, contact support@ecommercedae.co.uk as soon as you can. Tell us the order number, describe the issue and include clear photographs when they help explain the problem. Do not continue using an item that appears unsafe. We will review the information and explain the next steps. Depending on the circumstances and applicable consumer law, your remedy may include a refund, repair or replacement. For eligible goods, the Consumer Rights Act 2015 provides a short-term right to reject within 30 days; later remedies may include repair or replacement and, in some cases, a price reduction or final right to reject. We will not ask you to pay return costs for a confirmed faulty or misdescribed item where the law requires us to cover them.
Delivery problems
If a parcel has not arrived, appears lost or was delivered to the wrong place, email us rather than placing a duplicate order immediately. We will check the delivery information and contact the carrier where necessary. If an order arrives with an item missing or the wrong item, tell us promptly and include photographs of the parcel and its contents if available. We will investigate and arrange an appropriate solution under the order terms and applicable law.
Refund timing
Refunds go back to the original payment method. The time it takes for a credit to appear after we issue it depends on the payment provider and your bank. We cannot control that processing time, but we can confirm when a refund has been submitted. Please contact your payment provider if the refund does not appear within its stated processing period.
Cancellation requests
To cancel by email, send a clear statement that identifies the order and says you wish to cancel. Include your name, order number, the goods concerned and the date you received them if you know it. You do not have to use a special form or explain why you are cancelling. Send the message to support@ecommercedae.co.uk and keep a copy for your records.
If you have a question about a return or believe we have misunderstood your request, reply to the existing email thread or contact support@ecommercedae.co.uk with the order number. We will review the facts, explain the decision and correct any error. This policy is intended to explain the process in plain language; it does not replace any legal rights that apply to you.
If a return is approved, package the item securely so that it is not damaged in transit and use a tracked service when appropriate. Keep your postage receipt and tracking reference until the return is complete. We may ask for those details if a parcel is delayed, but we will not use a missing receipt to remove a consumer right that applies by law.