RETURNS, CANCELLATIONS AND REFUNDS POLICY

Effective from 18 September 2026

This policy applies to consumer orders placed directly through our website on or after 18 September 2026.

Orders placed before this date remain subject to the returns policy and contractual terms that applied when the order was placed.

This policy is in addition to your statutory consumer rights and does not limit or replace those rights.

OUR CONTACT AND RETURN DETAILS

ITS ALL ECO
Unit 8
Woodland Enterprise Centre
Hastings Road
Flimwell
East Sussex
TN5 7PR
United Kingdom

Email: info@itsalleco.com

CHANGE-OF-MIND CANCELLATIONS

We do not offer an additional or voluntary change-of-mind return period beyond the statutory cancellation period.

For eligible goods purchased online, you may cancel your order without giving a reason.

You must clearly notify us that you wish to cancel no later than 14 calendar days after the day on which you, or a person nominated by you other than the delivery carrier, receives the goods.

For example, if your order is delivered on the first day of a month, the cancellation period begins on the second day and ends at the end of the fifteenth day.

Where several goods are ordered together but delivered on different days, the cancellation period ends 14 days after the day on which the final item is received.

You may also cancel an eligible order before it has been delivered. Please contact us as quickly as possible. We cannot guarantee that an order can be stopped once it has entered processing or has been dispatched.

We do not accept change-of-mind cancellation requests first made after the statutory cancellation period has expired, unless applicable law gives you additional rights.

HOW TO CANCEL

You must provide a clear statement confirming that you wish to cancel your order.

You can do this by emailing:

info@itsalleco.com

Alternatively, you may write to:

ITS ALL ECO
Unit 8
Woodland Enterprise Centre
Hastings Road
Flimwell
East Sussex
TN5 7PR
United Kingdom

Please provide the following information where possible:

• your full name;
• your order number;
• the email address used for the order;
• the items you wish to return;
• the date on which the order was received.

You may use the model cancellation form at the end of this policy, but you are not required to use it.

You do not need our approval before exercising a valid statutory cancellation right. However, you must clearly notify us within the applicable cancellation period.

RETURNING YOUR GOODS

After notifying us that you wish to cancel, you must send the goods back without undue delay and no later than 14 calendar days after the day on which you notified us of your cancellation.

Please send returns to:

ITS ALL ECO
Unit 8
Woodland Enterprise Centre
Hastings Road
Flimwell
East Sussex
TN5 7PR
United Kingdom

Please include your name and order number inside the parcel so that we can identify your return.

Failure to include identifying information may delay the processing of your refund.

We strongly recommend that you obtain proof of postage and retain it until your refund has been completed. You should use an appropriate delivery service for the value and nature of the returned goods.

RETURN POSTAGE COSTS

For change-of-mind returns, you are responsible for the direct cost of returning the goods to us.

We do not provide free return postage for change-of-mind returns.

Where we agree to arrange a return label for you, we will tell you the cost of the label before it is provided. The agreed label cost may be deducted from your refund because it forms part of the direct cost of returning the goods.

Return postage is not refundable for a change-of-mind return.

Where goods are faulty, damaged in transit, incorrectly supplied or not as described, we will pay or reimburse the reasonable return costs where a return is required.

CONDITION OF RETURNED GOODS

You may inspect goods only to the extent reasonably necessary to establish their nature, characteristics and function, in broadly the same way that you would be permitted to inspect them in a physical shop.

You must take reasonable care of the goods while they are in your possession.

Please return goods with all parts, accessories and documentation supplied with them. Original packaging should be used where reasonably possible, particularly where it is necessary to protect the goods during return transit.

The absence of the original packaging alone does not automatically remove your statutory cancellation rights. However, damage or a genuine reduction in value caused by missing or damaged packaging may be taken into account where appropriate.

For paper, ribbon, tissue paper, packaging, craft materials and similar products, handling beyond what is reasonably necessary to inspect the item may include:

• cutting, trimming or shortening the product;
• using any part of the product;
• writing, drawing or printing on the product;
• applying tape, glue, labels, paint or other substances;
• making additional folds, creases, holes or tears;
• unwinding or unrolling substantially more than is reasonably necessary for inspection;
• removing sheets, lengths, components or accessories;
• returning an incomplete quantity;
• returning the product stained, marked, damp, crushed or otherwise damaged;
• exposing the product to smoke, strong odours, moisture, dirt or unsuitable storage conditions;
• packaging the return inadequately so that it is damaged during return transit.

Opening packaging or carefully inspecting an item does not automatically invalidate your right to cancel. The assessment will depend on whether the handling went beyond what was reasonably necessary to inspect the product.

REDUCTIONS FROM REFUNDS

We do not impose a fixed restocking or administration fee on a consumer exercising a statutory cancellation right.

However, where your handling of the goods has gone beyond what is reasonably necessary to establish their nature, characteristics and function, we may deduct an amount reflecting the actual reduction in value of the returned goods.

The deduction will be based on the condition and remaining resale value of the goods and will not be an automatic percentage charge.

Where an item has been used, cut, materially damaged, returned incomplete or otherwise left with no reasonable remaining value, the deduction may be up to the full price of that item.

Any deduction will be explained to you.

REFUNDS

We may withhold your refund until either:

1. we have received the returned goods; or
2. you provide satisfactory evidence that the goods have been sent back,

whichever occurs first.

Once one of these conditions has been met, we will process the refund without undue delay and no later than 14 days afterwards.

Refunds will normally be made using the same payment method used for the original purchase unless you expressly agree to another method.

We will not charge you a fee for issuing the refund.

Please remember that your bank, payment provider or card issuer may take additional time to show the refund in your account after we have processed it.

ORIGINAL DELIVERY CHARGES

Where you cancel an entire eligible order under your statutory cancellation rights, we will refund:

• the price paid for the returned goods; and
• the cost of our least expensive standard delivery option available for that order.

If you selected a faster, premium, timed or enhanced delivery service, we are not required to refund the additional amount paid above the cost of our least expensive standard delivery option.

Where only part of an order is cancelled, any refund of the original delivery charge will be limited to the amount required by applicable law. Where the delivery charge would have been the same for the items you keep, no refund of the original delivery charge will ordinarily be due.

The cost of sending a change-of-mind return back to us is not refundable.

PRODUCTS EXCLUDED FROM CHANGE-OF-MIND CANCELLATION

The statutory change-of-mind cancellation right does not apply to certain products, including:

• goods made to your individual specifications;
• clearly personalised goods;
• special-order goods made or altered specifically for you;
• paper, ribbon, film or other materials cut to a non-standard size, shape or length specifically requested by you and not offered as one of our normal product options;
• goods that are liable to deteriorate or expire rapidly;
• sealed goods that are unsuitable for return for genuine health-protection or hygiene reasons once the seal has been broken;
• goods that have become inseparably mixed with other items after delivery;
• any other goods or contracts lawfully excluded from the statutory cancellation right.

Selecting a standard size, length, colour, quantity or other option offered as part of one of our normal website listings does not automatically make the product personalised or made to your individual specifications.

These exclusions apply only where the relevant legal conditions are met.

They do not affect your statutory rights where goods are faulty, damaged, incorrectly supplied, not as described or otherwise fail to conform to the contract.

PERSONALISED AND CUSTOM ORDERS

Personalised products and products made to your individual specifications cannot normally be cancelled or returned simply because you have changed your mind.

This includes genuinely bespoke products created, printed, cut, assembled or altered specifically in accordance with instructions that are unique to your order.

This exclusion does not apply merely because an item was prepared after you ordered it or cut from a larger roll where you selected one of our normal advertised lengths or standard product options.

Personalised and custom goods may still be returned where they are faulty, damaged, incorrectly supplied or do not match the agreed specification.

DAMAGED GOODS, WRONG ITEMS AND MISSING ITEMS

Please inspect your order after delivery and contact us as soon as reasonably possible if:

• an item arrives damaged;
• you receive the wrong product;
• the quantity received is incorrect;
• an item is missing;
• the product is faulty;
• the product does not match its description.

Contact us at:

info@itsalleco.com

Please provide your order number and a clear description of the issue.

We may ask you to provide photographs of the goods, packaging and delivery label where this will help us investigate the matter. A reasonable request for photographs does not remove or replace your statutory rights.

Please retain the goods and packaging while the matter is being investigated unless we tell you otherwise.

Where goods are confirmed to be faulty, damaged in transit, incorrectly supplied or not as described, we will provide the remedy required by applicable consumer law. Depending on the circumstances, this may include:

• replacement;
• repair;
• price reduction;
• refund;
• reimbursement of reasonable return postage.

We will provide return instructions where the goods need to be sent back.

FAULTY GOODS

This change-of-mind returns policy does not limit your rights under the Consumer Rights Act 2015 or any other applicable consumer legislation.

Goods must be:

• of satisfactory quality;
• fit for any purpose made known to us;
• as described;
• consistent with any sample or model relied upon.

Where goods fail to meet the applicable legal requirements, you may be entitled to reject them, request a repair or replacement, receive a price reduction or receive a refund, depending on the circumstances and the time that has passed.

We are not responsible for faults or damage caused by:

• misuse;
• accidental damage after delivery;
• improper storage;
• failure to follow reasonable product instructions;
• alterations or repairs carried out by the customer or another person;
• normal wear and tear;
• using a product for a purpose for which it was not designed.

Nothing in this section removes any statutory right you may have.

SALE AND CLEARANCE ITEMS

Sale and clearance items have the same statutory cancellation and faulty-goods rights as full-price items.

We do not provide an additional voluntary return period for sale or clearance goods.

A sale item cannot be refused for return where the customer has a statutory right to cancel or where the item is faulty, damaged, incorrectly supplied or not as described.

EXCHANGES

We do not operate a direct exchange service.

Where an eligible item is unwanted, you may return it in accordance with this policy and place a separate order for the replacement product.

The replacement order is a separate purchase and is subject to the prices, availability, delivery charges and terms applying when that order is placed.

PROOF OF PURCHASE

We may ask for reasonable proof that the goods were purchased from us.

This may include:

• an order-confirmation email;
• an order number;
• a receipt;
• payment evidence;
• other reasonable evidence linking the goods to a purchase from us.

Any refund will normally be made to the original purchaser using the original payment method.

ORDERS PLACED THROUGH THIRD-PARTY MARKETPLACES

This policy applies to orders placed directly through our own website.

Orders placed through Amazon, eBay, Etsy or another marketplace may also be subject to that marketplace’s applicable returns, refund and buyer-protection rules.

Nothing in a marketplace policy or this policy limits any mandatory statutory consumer right.

BUSINESS CUSTOMERS

This section applies where you are purchasing goods wholly or mainly for purposes relating to your trade, business, craft or profession rather than as an individual consumer.

Statutory consumer change-of-mind cancellation rights do not apply to genuine business-to-business purchases.

We do not accept change-of-mind returns from business customers unless we have agreed to the return in writing before the goods are sent back.

Any discretionary business return that we agree to accept may be subject to the following conditions:

• the goods must be unused, complete and in fully resaleable condition;
• the goods must be returned within the period specified in our written approval;
• the business customer must pay all outward and return carriage costs;
• a restocking charge equal to 15% of the price paid for each accepted returned item may be deducted from the credit or refund;
• personalised, bespoke, custom-made and specially ordered goods will not be accepted for change-of-mind return;
• any refund or credit remains subject to our inspection of the goods.

This business-customer section does not remove any contractual or statutory rights relating to goods that are faulty, incorrectly supplied or otherwise fail to conform to the business contract.

CUSTOMERS OUTSIDE THE UNITED KINGDOM

Where we sell goods to a consumer outside the United Kingdom, any mandatory consumer protections applying in the customer’s country remain unaffected.

Consumers in the European Union generally have a statutory 14-day right to withdraw from eligible online purchases without giving a reason.

Unless we have agreed otherwise, EU customers are responsible for the direct cost of returning change-of-mind goods where they were informed of that responsibility before purchasing.

Some countries may provide additional rights. Where mandatory local consumer law gives you greater protection than this policy, the mandatory local law will apply.

CHANGES TO THIS POLICY

We may update this policy from time to time.

Any revised policy will apply only to orders placed after the revised policy has been published, unless a change is required by law.

The policy and contractual information presented when your order was placed will continue to apply to that order.

MODEL CANCELLATION FORM

You may notify us that you wish to cancel an eligible order by completing our online cancellation form:

Complete the online cancellation form

You are not required to use this form. You may instead email info@itsalleco.com or send us another clear statement confirming that you wish to cancel your order.