Overview
You can return most unused items within 14 days of delivery for a refund. Some items — for hygiene and food-safety reasons — cannot be returned once opened. The details below explain which is which.
Return window
You have 14 days from the day your order is delivered to request a return. Tell us within that window by emailing support@candersonph.shop and we will guide you through the next steps.
Condition of items
To be eligible for a refund, items must be:
- Unused and in the same condition you received them.
- In their original, undamaged packaging with all parts included.
- Not opened, where the item is a sealed food-contact product.
Non-returnable items
For hygiene and food-safety reasons we cannot accept the return of food-contact products — such as jars, containers, bottles, silicone bags, beeswax wraps and lunch boxes — once they have been opened or used. This does not apply if the item is faulty or arrived damaged. Sale of fully sealed, unused items in original packaging can still be returned within the window above.
How to return an item
- Email support@candersonph.shop with your order number and the item(s) you want to return.
- We will reply with a return address and instructions.
- Pack the item securely — glass items especially need padding.
- Send it back using a tracked service and keep your proof of postage.
Refunds
Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days, depending on your bank or card provider. Original shipping charges are non-refundable unless the item was faulty.
Return shipping costs
If you are returning an item because you changed your mind, you pay the return shipping. If the item is faulty, incorrect or arrived damaged, we cover the cost of return and replacement. We recommend a tracked service, as we cannot refund items that do not reach us.
Faulty or damaged items
We pack glass and breakable items carefully, but if anything arrives damaged or develops a fault, email a photo to support@candersonph.shop within 48 hours of delivery. We will arrange a free replacement or full refund, including any shipping you paid.
Exchanges
The quickest way to swap an item is to return the eligible item for a refund and place a new order. If you would like help choosing a replacement, just ask.
Your statutory rights
Nothing in this policy affects your legal rights. UK and EU consumers have statutory rights, including the right to a refund for faulty goods and a cooling-off period for distance sales. This policy is offered in addition to those rights.
Contact
Need help with a return? Email support@candersonph.shop, call +44 7961273138, or write to CHRIS ANDERSON PLUMBING AND HEATING LIMITED, 2 Dovedale Avenue, Scarborough, North Yorkshire, YO12 6JX, United Kingdom. See also our Shipping & Delivery Policy.