Refund policy

At Conwy Country Supplies, we offer a 30-day return policy. This means you have 30 days from the date you receive your item to request a return.

Eligibility for Returns

To be eligible for a return:

  • The item must be unused and in its original packaging
  • You must provide your order number, receipt, or proof of purchase
  • Returns must be authorised before items are sent back

Items returned without prior authorisation may not be accepted.

How to Start a Return

To initiate a return, please email us at help@conwycountrysupplies.co.uk with the following information:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return

We will respond within 2 business days with return instructions. Please do not send items back until you have received confirmation.

Return Shipping & Fees

  • The buyer is responsible for return postage costs unless the item is faulty, damaged, or incorrect
  • A 10% restocking fee may apply to returns that are not due to an error by Conwy Country Supplies (for example, ordering the wrong item or a change of mind)

Any applicable fees will be deducted from the total refund amount.

Damaged, Faulty, or Incorrect Items

Please inspect your order upon receipt. If your item is faulty, damaged, or incorrect, contact us immediately at help@conwycountrysupplies.co.uk.

If the issue is confirmed, we will provide return instructions and a Royal Mail link for you to arrange a return at no cost to you.

Exchanges

We do not offer direct exchanges. The fastest way to receive the correct item is to return the original purchase. Once your return has been accepted, you may place a new order for the replacement item.

Cancellations

You may cancel your order within 14 days of receipt in accordance with UK Consumer Contracts Regulations

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

Approved refunds are processed to the original payment method within 5 business days of inspection. Please allow additional time for your bank or card provider to complete the transaction.

Returns not caused by a fault or error on our part may incur a 10% restocking fee, which will be deducted from the refund total.

Guarantee

If your product develops a fault due to a manufacturing defect, please contact us and we will assist you.

This guarantee does not cover damage caused by misuse, neglect, accidents, unauthorised modifications, or normal wear and tear.

This policy does not affect your statutory rights.

Last updated - January 2026