# Return & Refund Policy
**Last Updated: 19/06/2026**
Thank you for shopping at sguppy.uk! We want you to love your purchase. If you are not completely satisfied with your order, we are here to help make it right.
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## 1. Return Window
We offer a customer-friendly [e.g., 30-day] return policy. You have [e.g., 30] days from the date your item was delivered to request a return.
## 2. Eligibility Criteria for Returns
To be eligible for a return, your item must meet the following conditions:
* The item must be unused, unwashed, and in the same condition that you received it.
* The item must be in its original packaging with all tags, labels, and protective seals intact.
* You must provide the receipt, order number, or proof of purchase.
## 3. Non-Returnable & Final Sale Items
Certain types of items cannot be returned for health, safety, or custom reasons. The following items are non-returnable:
* Gift cards
* Customized, personalized, or made-to-order products
* Perishable goods (such as food, flowers, or plants)
* Personal care items, intimate apparel, or cosmetics (if unsealed/opened)
* Items explicitly marked as **”Final Sale”** at the time of purchase
## 4. How to Initiate a Return
Starting a return is quick and easy:
* **Step 1:** Contact our customer support team at sgsupport@sguppy.uk with your order number and the reason for the return.
* **Step 2:** If your return is accepted, we will send you a Return Authorization email along with detailed instructions on how and where to send your package.
*Note: Please do not send your purchase back to the manufacturer or return it without receiving authorization first, as we will not be able to process it.*
## 5. Return Shipping Costs
*[Select the option below that fits your business model and delete the others]*
* **[Option A — Free Returns]:** We believe in worry-free shopping! We provide prepaid shipping labels for all eligible returns. There is no return shipping fee for you.
* **[Option B — Customer Paid]:** Customers are responsible for paying their own return shipping costs. Shipping costs are non-refundable. We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
* **[Option C — Flat Rate]:** We will provide a prepaid shipping label, and a flat return shipping fee of [$X.XX] will be deducted from your final refund amount.
## 6. Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon receipt. If an item is defective, damaged, or if you received the wrong item, contact us right away at sgsupport@sguppy.uk. Include your order number and a photograph of the issue. We will evaluate the problem immediately and issue a replacement or a full refund at no extra cost to you.
## 7. Refunds & Processing Time
Once your return is received and inspected by our warehouse team, we will send you an email notifying you that we have received your item. We will also let you know if the refund is approved or rejected based on the condition of the item.
If approved, your refund will be processed automatically, and a credit will be applied to your original method of payment within [e.g., 5 to 7] business days. Please remember it can take some time for your bank or credit card company to process and post the refund to your statement.
## 8. Exchanges
The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Alternatively, if you would like a direct exchange for a different size or color, please contact us at sgsupport@sguppy.uk to see if the item is currently in stock.
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## 9. Contact Us
If you have any questions about our return and refund process, please don’t hesitate to reach out. Our customer success team is here to guide you every step of the way:
Email: sgsupport@sguppy.uk