Last Updated: 10 June 2026

Thank you for shopping at My Brush Box UK Limited. We want you to be entirely satisfied with your purchase. However, if you are not completely happy with your physical goods (“Products”), we are here to help. This policy outlines your rights regarding cancellations, returns, refunds, and exchanges under UK consumer law.

Statutory Compliance Note: This policy is fully compliant with the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy affects your statutory legal rights.

Your Right to Cancel (14-Day Cooling-Off Period)

Under the UK Consumer Contracts Regulations, when purchasing items online, you have the legal right to cancel your order for any reason within a “cooling-off” period of 14 days from the day you, or a third party indicated by you, receives the physical Products.

• You must notify us of your decision to cancel within 14 days of receiving the items.
• Once you have notified us, you have a further 14 days to return the Products back to us.

Summary of Timelines & Rights

• Change of Mind / Cancellation: You have 14 days to notify us, then 14 days to return the items. You are entitled to a full refund including standard outgoing delivery costs.
• Faulty or Not as Described (Short-term Reject): If the issue occurs within 30 days of delivery, you are entitled to a full refund or a replacement/repair (your choice).
• Faulty or Damaged (Long-term): For issues occurring after 30 days up to 6 months, you are entitled to a repair or replacement. If unsuccessful, you are entitled to a partial or full refund.

Return Conditions

To be eligible for a full refund under a change-of-mind cancellation, items must be returned in a resalable condition. You must take reasonable care of the Products while they are in your possession.

• Products should ideally be returned in their original packaging, complete with all original tags, labels, and accessories.
• We reserve the right to reduce your refund amount if the value of the goods has been diminished by unnecessary handling by you (e.g., handling beyond what would reasonably be allowed in a physical shop).

Non-Returnable & Exempt Items

Please note that the right to cancel does not apply to the following types of items, unless they are faulty, damaged, or misdescribed:

1. Goods made to your unique specifications or clearly personalised for you.
2. Goods liable to deteriorate or expire rapidly (such as perishable foods or flowers).
3. Sealed goods which are not suitable for return if they become unsealed after delivery (paints, fillers, decorators caulk and custom mixed paints).

How to Initiate a Return

To exercise your right to cancel or return an item, you must inform us of your decision by a clear, unambiguous statement. You can do this by:

• Emailing us: orders@mybrushbox.co.uk
• Calling us: 01773 800477
• Writing to us: Unit 7 Ebor Court, Randall Park Way, Retford, DN22 8FQ

Please provide your full name, order number, delivery address, and details of the item(s) you wish to return to ensure prompt processing.

Return Shipping Costs

• Change of Mind: You will be responsible for bearing the direct cost of returning the Products to us. We highly recommend using a tracked delivery service and obtaining proof of postage, as we cannot accept responsibility for items lost or damaged in transit back to us.
• Faulty, Damaged, or Incorrect Items: If you are returning an item because it is faulty, damaged, or not what you ordered, we will cover the return shipping costs. We will either provide a pre-paid postage label or refund your reasonable return postage costs upon verification.

Refunds Process

If you cancel your contract or return an eligible item, we will refund all payments received from you, including the costs of our standard delivery option (we will not refund any premium delivery costs, such as Saturday or Next-Day express options, if you chose them).

• We will process the refund without undue delay, and no later than 14 days after the day we receive the returned Products back from you, or 14 days after you provide verifiable proof that you have sent the items back.
• The refund will be made using the same method of payment that you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.

Faulty, Damaged, or Incorrect Goods

Under the UK Consumer Rights Act 2015, any Product we supply must be of satisfactory quality, fit for purpose, and as described. If a Product you bought is faulty, damaged upon arrival, or does not match its description, you have the right to a remedy:

• Within 30 Days: You are entitled to an immediate full refund, or a replacement if you prefer.
• Between 30 Days and 6 Months: We are entitled to an opportunity to repair or replace the item first. If the repair or replacement is unsuccessful or impractical, you may then claim a full or partial refund.

Exchanges

We only replace items if they are defective, damaged, or if you require an alternative size or colour of the exact same product. If you need to exchange an item, please contact our customer care team via email to arrange the swap, subject to stock availability.

Contact Information for Returns

For any queries regarding this Refund and Return Policy, please contact our customer services department:

• Email: info@mybrushbox.co.uk
• Address: Unit 7 Ebor Court, Randall Park Way, Retford, DN22 8FQ
• Telephone: 01777 800477