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Refund and Returns Policy

We want you to love your purchase. If you change your mind, we’re happy to help—provided the item is unused, unopened, and in its original packaging.

If anything arrives damaged, faulty, or incorrect, we’ll make it right.

Summary (quick read)

  • Change of mind: Return unused/unopened items within 30 days of delivery.

  • Statutory cancellation (UK/EU): You have 14 days from delivery to tell us you’re cancelling, then 14 days to send it back (unused/unopened).

  • Used/opened items: Not returnable for hygiene reasons (unless faulty).

  • Return shipping: You cover return postage for change-of-mind returns; we cover it if we made a mistake or the item is faulty.

  • Refund timing: Within 5–10 business days after we receive and inspect your return.

  • Contact: info@syrupp.com

  • Return address: 27 Brunel Road, East Sussex, TN38 9RT, United Kingdom

1) Eligibility for a Return

To be eligible:

  • The product must be unused and unopened (tamper seals/cellophane intact).

  • It must be in the original packaging with all inserts/accessories.

  • You’ll need proof of purchase (order confirmation or receipt).

Not eligible (unless faulty):

  • Items that have been opened or used.

  • Items not in their original condition, or missing parts not due to our error.

  • Gift cards or downloadable products (if applicable).

Why: For cosmetic/fragrance and similar products, once opened we can’t accept returns for health/hygiene reasons unless there’s a defect.

2) Time Windows

  • Store policy (goodwill): Return unused/unopened items within 30 days of delivery.

  • UK/EU consumer rights: You may cancel your order within 14 days of receiving it, then have another 14 days to send it back (unused/unopened). This doesn’t affect your statutory rights.

3) How to Start a Return

  1. Email info@syrupp.com with:

    • Order number

    • Item(s) you’re returning

    • Reason for return

    • Photos if damaged/incorrect item

  2. We’ll confirm eligibility and send return instructions (and a label if the return is our fault).

  3. Pack securely and include your order number inside the parcel.

  4. Keep your postage receipt and tracking until your refund is processed.

4) Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or not as described:

  • Contact us at info@syrupp.com within 48 hours of delivery with photos of the issue and the packaging.

  • We’ll arrange a replacement or full refund and cover return shipping where applicable.

5) Refunds

  • Once your return is received and inspected, we’ll email you about approval or rejection.

  • Approved refunds are issued to your original payment method (or store credit if you prefer) within 5–10 business days.

  • Shipping fees are non-refundable for change-of-mind returns. If we supplied a pre-paid label for a change-of-mind return, we’ll deduct that cost from your refund.

Partial refunds (if applicable): We may apply a reasonable deduction if returned packaging is missing or damaged beyond what’s needed to check the item.

6) Exchanges

Need the same item exchanged (e.g., wrong item received)? Email info@syrupp.com and we’ll sort a replacement. For change-of-mind, please return for a refund and place a new order.

7) Late or Missing Refunds

If you haven’t received a refund after our confirmation:

  1. Check with your bank/card provider.

  2. Then contact us at info@syrupp.com and we’ll help chase it up.

8) Return Shipping & International Returns

  • Change-of-mind: You pay the return postage and are responsible for the parcel until it reaches us (use a tracked service).

  • Our error/faulty: We cover reasonable return shipping costs or provide a pre-paid label.

  • Outside the UK: Mark the parcel as “Returned Goods” to avoid customs charges. Any import duties/taxes we can’t reclaim will be deducted from your refund if mistakenly applied.

9) Exceptions & Notes

  • Bundles/sets: Must be returned complete and unopened.

  • Promotions/free gifts: Return with the qualifying order; if kept, we may deduct the promotional value.

  • Resale condition: We reserve the right to refuse returns that don’t meet these conditions.

10) How to Contact Us

Questions about returns or refunds?
Email: info@syrupp.com
Address: 27 Brunel Road, East Sussex, TN38 9RT, United Kingdom