Order Cancellation and Modification Policy
We process and dispatch all orders very quickly, so we cannot guarantee any modification or cancellation once your order has been placed. If you wish to modify or cancel your order, please contact our customer service as soon as possible by email at contact@eavenest.com.
We will do our best to modify or cancel your order if it has not yet been processed at our warehouse.
To speed up your request, please put "Cancel my order" in the subject line, and include your full name and order number in the body of the email.
This does not affect your statutory right to cancel under the Consumer Contracts Regulations 2013 (see below).
Your Statutory Right to Cancel (Consumer Contracts Regulations 2013)
If you are a consumer in the UK, you have the legal right to cancel your order within 14 days of receiving your goods, without giving any reason. To do so, notify us by a clear statement (e.g. an email to contact@eavenest.com) before that 14-day period ends. You then have a further 14 days to return the goods.
We will refund the price paid, including the standard delivery cost, within 14 days of receiving the goods back or receiving proof that you have returned them. We may reduce the refund to reflect any loss in value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Certain items are excluded from this right (see "Exceptions" below).
Returns and Refund Policy
In addition to your statutory cancellation right above, we offer a voluntary returns window of 30 days from delivery for change-of-mind returns.
To be eligible for a change-of-mind return, your items must be unused and in their original packaging. The shipping label on the parcel should also be present and intact. You must provide a receipt or proof of purchase.
Exceptions – items that cannot be returned for change of mind:
- Sealed goods that have been unsealed after delivery, where return is not appropriate for health or hygiene reasons, once they have been used
- Gift cards
- Digital/downloadable products (once download or streaming has begun with your consent)
These exceptions apply only to change-of-mind returns. They do not apply where an item is faulty, damaged or not as described (see "Faulty or Damaged Items" below).
Refunds
Once we have received and inspected the returned item, we will send you an email confirming receipt and informing you whether your refund is approved or rejected.
If approved, your refund will be processed to your original payment method within 14 days.
Late or Missing Refunds
If you have not received your refund yet:
- Check your bank account again
- Contact your credit card issuer, as there may be a delay before the refund is officially posted
- Contact your bank, as there is often some processing time before a refund appears
If you have done all of this and still have not received your refund, please contact us at contact@eavenest.com.
Sale Items
Sale items can be returned and refunded on the same basis as full-price items, including under your statutory cancellation right. Your legal rights are the same whether an item was bought at full price or on sale.
Faulty or Damaged Items (Consumer Rights Act 2015)
If an item is faulty, damaged, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015. If you notify us within 30 days of delivery, you may claim a full refund. After 30 days, you may be entitled to a repair or replacement, and subsequently a refund if that is unsuccessful.
Where an item is faulty, damaged or not as described, we cover the cost of return shipping. To arrange this, email us at contact@eavenest.com and we will provide the procedure and return address.
Return Shipping (change-of-mind returns)
To return a product, contact us by email at contact@eavenest.com and we will provide the procedure and the warehouse address for returns.
For change-of-mind returns, you are responsible for paying your own return shipping costs, and the original outbound delivery cost is non-refundable beyond the standard delivery rate. Returned items are your responsibility until they reach us.
If you are returning an item worth more than £50, we recommend using a tracked or insured delivery service. We cannot guarantee that we will receive your returned item.
Last updated: 19 July 2026