Refund policy

Returns and Refunds

We hope you will be happy with your purchase, but if you are not, we have a 30-day return policy. This means you have 14 days after receiving your item to request a return and then another 14 days to send the goods back to us.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at shop@cysticfibrosis.org.uk. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Once your return is received and inspected, we will contact you to arrange for payment to be returned to your account.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, custom products and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you 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.

Refund
We will be in touch once we’ve received and checked your return, and let you know if the refund was approved or not. If there are no issues, you will be automatically refunded on your original payment method. Please remember it may take some time for your bank or credit card company to process and post the refund too.