Refund policy
Last Updated: 9 August 2026
Your legal rights
These rights come from UK law, and nothing in this policy reduces them.
- Consumer Contracts Regulations 2013. You have 14 days from receiving your goods to tell us you want to cancel, for any reason. You then have a further 14 days to send the goods back.
- Consumer Rights Act 2015. If your goods are faulty, not as described, or not fit for purpose, you have 30 days from delivery to reject them for a full refund. After 30 days you're entitled to a repair or replacement.
Return eligibility
To return an item for any reason (not faulty), all of the following must apply:
- Window. 30 days from delivery. That's longer than the law requires.
- Condition. Unused, in the condition you received it.
- Proof of purchase. Your order number. No paper receipt needed, but we can't process a return we can't match to an order.
- Packaging and accessories. Original packaging where possible, with everything that came with it. For a multi-item set like an Encore Set, all pieces and the tin must come back together. We can't accept a part return of a set.
None of this applies if the item is faulty, damaged in transit, or the wrong item. Those are covered by your legal rights and by the section below, at no cost to you.
What we won't accept back
- Used pet toys. For hygiene and animal-safety reasons we can't take back a toy that's been given to a pet and used, unless it's faulty. Inspect an item before giving it to your pet.
- Incomplete sets, or items missing pieces that were included.
- Returns more than 30 days after delivery, unless the item is faulty and you're relying on your legal rights.
- Gift cards.
How to start a return
Email support@welfordstores.com with your order number and which item you want to return, and why. We'll reply with a return authorisation and the return address. Please wait to hear from us before sending anything back, since we may not be able to identify or process it otherwise.
Return method and postage
Returns go back to us by mail, to the address we send you once your return is authorised. We don't offer in-store or kiosk returns.
If you've changed your mind, arranging the label and paying postage is on you. Use a tracked, insured service, since we can't refund an item that doesn't reach us. If the item is faulty, damaged, or we sent the wrong thing, we email you a prepaid label and cover the cost.
Restocking fees
We don't charge any.
Original delivery cost
UK delivery is free, so there's no delivery charge to refund. If you cancel a full order under the Consumer Contracts Regulations 2013 and a delivery charge had been applied, we'd refund it in full.
Refunds
Once your return reaches us, we inspect it and email you to confirm. Approved refunds are processed within 5-10 business days and go back to your original payment method. Your bank or card issuer may take a few more days to show it.
Exchanges
We accept exchanges on unused, non-faulty items within 30 days of delivery, in the condition you received them and in their original packaging. Email support@welfordstores.com with your order number and the item you'd like instead, and we'll confirm availability and send instructions.
You pay return postage on a change-of-mind exchange, same as a change-of-mind return. If there's a price difference, we'll email you to sort it before sending the replacement. Faulty, damaged or wrong items are covered under Faulty, damaged or incorrect items below, where we pay postage and cover the cost.
Cancelling an order
You can cancel a full-price order any time before it's dispatched, and we'll refund it in full. Email us as soon as possible with your order number. Already dispatched? Follow the returns process above.
Faulty, damaged or incorrect items
Contact us within 48 hours of delivery with your order number and photographs. We'll arrange a replacement or a full refund, whichever you prefer, and cover all postage costs.
Contact us
Business Name: Welford Stores
Email: support@welfordstores.com
Telephone: +44 121 554 8669
Business Address: 2A Broughton Road, Handsworth, Birmingham, B20 2PS, United Kingdom
Customer Service Hours: Monday to Friday, 9:00 AM–5:00 PM (GMT/UTC+0)
Online Order Cut-Off Time: 5:00 PM (GMT/UTC+0)