Regional consumer rights

Rights depend on your location, the destination, the type of product and the law applicable to the sale. This guide covers key markets and does not replace stronger local protections. Our non-returnable settings describe a voluntary offer; they do not determine the existence of a statutory right. If your country is not listed, its applicable mandatory protections still apply.

For qualifying distance sales, you generally have 14 days after receipt to notify withdrawal and a further 14 days to send goods back. Lawful exceptions may apply, including qualifying unsealed hygiene goods or genuinely personalised items. Refunds include standard outbound delivery for a full withdrawal; extra premium delivery is excluded. Refunds are due within 14 days of notice, but may be withheld until goods or evidence of return are received where permitted. Direct return costs fall on you only where properly disclosed and legally permitted.

EU goods also benefit from a minimum two-year legal conformity guarantee, with longer or additional national protection possible. Remedies and reasonable durability depend on the product and defect; this is not a promise to extend a consumable’s labelled shelf life. EEA national implementation and local exceptions should be considered for the sale. See the EU returns guidance and legal guarantees guidance.

Qualifying online purchases generally allow 14 days after receipt to notify cancellation and another 14 days to return the goods. A qualifying broken hygiene seal can exclude change-of-mind cancellation, but not rights for faulty goods. Standard delivery is refundable for a full statutory cancellation; premium upgrades need not be. The statutory refund timetable applies, including permitted withholding until return or evidence. Faulty goods may carry a short-term right to reject, normally 30 days, and later repair, replacement or refund rights according to the circumstances. See UK consumer guidance.

Applicable consumer protections include remedies for defective, deficient, spurious, misdescribed or otherwise non-conforming goods and qualifying late delivery. A non-returnable label does not cancel those remedies. A change of mind alone follows the voluntary offer unless another right applies. We do not impose an asymmetric cancellation charge prohibited by the e-commerce rules. Complaints covered by those rules are acknowledged within 48 hours and redressed within one month. See our complaints page for the designated officer and escalation route.

Australian Consumer Law guarantees cannot be excluded by a no-refund notice, a sale price or a store deadline. A major failure can entitle you to choose a refund or replacement; other failures require an appropriate remedy within a reasonable time. Compensation may also be due for reasonably foreseeable loss. Simply changing your mind does not itself trigger these guarantees. See ACCC guidance.

Where the Consumer Guarantees Act applies, goods must meet its quality, fitness and description guarantees. Repair, replacement, refund and other remedies depend on the failure, including whether it is substantial or remains unresolved. Our voluntary period does not limit those rights. A change of mind alone is covered by our voluntary terms. See New Zealand consumer guidance.

Federal and state law can protect purchasers against misleading practices, faulty products and improperly disclosed return restrictions. The FTC’s shipment rule generally requires a reasonable basis for the promised shipping time, or shipment within 30 days when none is stated; qualifying delays require the prescribed consent or refund process. State-specific rights and posted-return-policy rules remain applicable. See FTC delivery guidance.

Provincial and territorial consumer laws govern important online-contract disclosures, delivery, cancellation and product-quality rights. There is no single store policy that can replace those local protections. Where applicable, Québec legal warranties, French-language requirements and other provincial rules take priority. Contact us with your province and issue so the correct remedy can be assessed; a non-returnable label does not waive mandatory guarantees.

Mandatory consumer, product-quality and privacy protections applicable to your purchase remain available, including local remedies for goods that do not meet legal requirements. A store change-of-mind exclusion is not a statement that no legal remedy exists. Contact customer care with your country and order details. We will assess the applicable law rather than apply a blanket global refusal.