Refund policy
Thank you for shopping at runawaythelabelx.shop.
We want customers to understand clearly how cancellations, returns, faulty products and refunds are handled.
This Return and Refund Policy applies to purchases made through runawaythelabelx.shop and is intended to operate consistently with applicable United Kingdom consumer-protection law.
Nothing in this Policy excludes, restricts or replaces any statutory right or remedy that cannot lawfully be excluded.
Statutory Right to Cancel Online Purchases
For qualifying distance purchases, customers generally have a statutory right to cancel their order without giving a reason.
The statutory cancellation period generally expires 14 days after the day on which the customer, or a person nominated by the customer other than the carrier, receives the goods.
For orders containing multiple products delivered separately, the applicable period may be calculated by reference to delivery of the final relevant item where required by law.
To exercise the right to cancel, customers must communicate a clear decision to cancel before the applicable cancellation period expires.
Cancellation requests may be sent to:
Customers should include:
- Their name;
- Order number;
- Email address used for the order;
- Product or products being cancelled; and
- A clear statement that they wish to cancel the purchase.
A customer does not have to provide a reason for exercising a statutory cancellation right.
UK government guidance confirms the 14-day cancellation period for qualifying distance purchases and a further return period after notification.
Returning Goods After Cancellation
After telling us that they are cancelling a qualifying purchase, customers should return the relevant products without undue delay and, where the statutory cancellation rules apply, generally within 14 days after notifying us of cancellation.
Customers should contact:
before sending a return so that appropriate return instructions can be provided.
Products should be appropriately packaged to reduce the risk of damage during return transport.
Customers are responsible for ensuring that any returned parcel is addressed and sent according to the return instructions supplied by customer service.
Return Postage for Change-of-Mind Cancellations
Unless otherwise required by law or agreed by us, the customer is responsible for the direct cost of returning products where the return results solely from a change of mind or exercise of the statutory cancellation right.
We recommend using a traceable shipping method and retaining evidence of postage until the return and refund have been completed.
If an item is faulty, damaged, incorrect or otherwise non-conforming, reasonable return costs will be handled in accordance with applicable law and the circumstances of the claim.
Condition of Returned Products
Customers may inspect and handle products to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly comparable with how a customer might examine goods in a physical shop.
Where a product has been handled beyond what is reasonably necessary and its value has been diminished as a result, we may make an appropriate deduction from the refund where permitted by law.
Customers should therefore, where reasonably possible:
- Keep products clean;
- Avoid unnecessary wear;
- Keep original accessories together;
- Avoid removing hygiene seals unless necessary and permitted;
- Avoid damaging packaging unnecessarily; and
- Package products securely for return.
Opening packaging does not automatically remove a customer's statutory rights.
Products Excluded from Change-of-Mind Cancellation
Certain types of goods may be excluded from statutory change-of-mind cancellation rights where the law permits.
Examples may include:
- Products made to the customer's specifications or clearly personalised;
- Goods liable to deteriorate or expire rapidly;
- Sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed;
- Certain sealed audio, video or computer-software products once unsealed;
- Newspapers, periodicals or magazines, other than qualifying subscriptions;
- Goods inseparably mixed with other items after delivery; and
- Other products specifically excluded by applicable law.
An exclusion from a change-of-mind cancellation right does not remove statutory rights where goods are faulty, not as described, unsafe or otherwise non-conforming.
Faulty or Non-Conforming Goods
Goods sold through runawaythelabelx.shop are intended to meet the standards required by applicable UK consumer law.
Where applicable, goods must be:
- Of satisfactory quality;
- Fit for purposes for which goods of that type are normally supplied;
- Fit for any particular purpose properly communicated and agreed;
- As described; and
- Consistent with other applicable contractual requirements.
If a product is faulty, damaged, materially different from its description or otherwise does not conform to the contract, please contact:
Customers should provide their order number and a description of the problem.
Photographs or other reasonable evidence may be requested where useful to assess visible damage, incorrect goods or other product issues.
Requiring reasonable evidence does not limit a customer's statutory rights.
Short-Term Right to Reject Faulty Goods
Where the Consumer Rights Act 2015 applies, customers may have a short-term right to reject qualifying faulty or non-conforming goods, generally during the first 30 days after the relevant statutory period begins.
Depending on the circumstances, the customer may be entitled to an appropriate refund.
Statutory rules may differ for certain products, including perishable goods.
Repair or Replacement
Where the short-term right to reject is not exercised or no longer applies, customers may have statutory rights to request a repair or replacement.
The remedy available may depend on circumstances including:
- The nature of the fault;
- The product involved;
- The cost and practicality of repair or replacement;
- Whether a previous remedy has been attempted; and
- Applicable statutory requirements.
We will not use this Policy to restrict a remedy that must be provided by law.
Incorrect Products
If you receive a product different from the product you ordered, please contact us promptly at:
Please provide your order number and details of the incorrect product.
Where we confirm that an incorrect product was supplied, we will provide an appropriate solution, which may include return instructions, replacement or refund as applicable.
Products Damaged in Transit
If a product arrives visibly damaged, please contact us as soon as reasonably possible.
Useful information may include:
- Order number;
- Photographs of the product;
- Photographs of the packaging;
- Description of the damage; and
- Any relevant delivery information.
Customers should retain the product and packaging until we provide instructions where reasonably possible.
This process assists us in investigating the issue with fulfilment and delivery providers and does not limit statutory rights.
Refund Amounts Following Statutory Cancellation
Where a qualifying statutory cancellation is valid, we will refund payments that must be refunded under applicable law.
Where the customer paid for delivery, statutory rules may require refund of the basic standard delivery charge but not necessarily an additional amount paid for a premium delivery method.
Because runawaythelabelx.shop provides free standard shipping on all orders, there is ordinarily no standard outbound shipping charge to refund.
Refund Timing
For qualifying cancellation returns, refunds will be processed within the timeframe required by applicable law.
UK guidance generally requires a refund within 14 days after returned goods are received, subject to the rules allowing a trader in appropriate circumstances to wait until the goods are returned or evidence of return is supplied.
For faulty-product remedies, refund timing will be handled in accordance with the applicable statutory provisions.
Refund Method
Refunds will ordinarily be issued using the original payment method unless:
- Another method is expressly agreed;
- The original payment method is unavailable; or
- Applicable law requires a different approach.
Once a refund has been processed by us, additional time may be required for the customer's bank, card issuer or payment provider to display the funds.
Those external processing periods are outside our direct control.
Original Shipping Charges
All orders from runawaythelabelx.shop receive free standard shipping.
Accordingly, customers are not charged a standard outbound shipping fee for ordinary orders.
Where a special or upgraded service is separately offered in the future, any refund of additional delivery charges will be determined in accordance with applicable law and the terms presented at checkout.
Exchanges
We do not guarantee direct exchanges for every product.
Where an exchange is available, it may depend on stock availability.
If a requested replacement is unavailable, an alternative remedy, including a refund where appropriate, may be offered.
Customers seeking a different size, colour or product should contact:
Promotional and Discounted Products
Products purchased during promotions or at discounted prices remain subject to applicable statutory consumer rights.
A discount does not remove rights relating to faulty, misdescribed or non-conforming goods.
Any additional promotional return terms will not override mandatory statutory protections.
Gifts
Where a product was purchased as a gift, refunds will ordinarily be issued in accordance with the original transaction and payment method unless another arrangement is appropriate and legally permissible.
Refused and Uncollected Deliveries
If a parcel is refused or is not collected and is returned to the sender, please contact us so we can review the order.
Any refund or reshipment will depend on the reason for return and applicable consumer rights.
A failed delivery caused by circumstances outside the customer's control will not be treated in the same manner as deliberate refusal where that distinction is relevant under applicable law.
Suspected Return Abuse or Fraud
We reserve the right to investigate suspected fraudulent returns, manipulated evidence, repeated false claims or other abusive conduct.
This does not permit us to refuse a genuine statutory claim merely because a customer has previously exercised legitimate consumer rights.
Proof of Purchase
We may request reasonable proof of purchase when processing a return or refund.
Acceptable evidence may include:
- Order confirmation;
- Order number;
- Payment record;
- Relevant email correspondence; or
- Other evidence reasonably demonstrating that the product was purchased from runawaythelabelx.shop.
Cancellation Before Dispatch
Customers who wish to cancel an order before dispatch should contact us as soon as possible at:
We will make reasonable efforts to process the cancellation before fulfilment.
If the order has already entered fulfilment or been dispatched, the customer may need to use the applicable return procedure after delivery.
This does not affect statutory cancellation rights.
Chargebacks
Customers are encouraged to contact us first if a legitimate order problem occurs so that we have an opportunity to investigate and provide an appropriate remedy.
Nothing in this Policy removes any right a customer may have through a payment provider, card issuer or applicable law.
No Waiver of Statutory Rights
Nothing in this Return and Refund Policy is intended to:
- Exclude liability that cannot lawfully be excluded;
- Shorten a mandatory statutory period;
- Remove remedies for faulty goods;
- Mislead customers regarding their legal rights; or
- Replace applicable protections under UK consumer law.
If any provision of this Policy conflicts with a mandatory consumer-protection rule, the mandatory rule will prevail.
Contact
For cancellations, returns, faulty-product claims or refund enquiries:
Website: runawaythelabelx.shop
Email: info@runawaythelabelx.shop
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