Refund policy

1. Our approach

We provide cancellation and faulty-goods rights required by applicable law.

We do not offer an additional voluntary 30-day change-of-mind period.

Sale and clearance goods retain the same mandatory rights as full-price goods.

2. UK and EU cancellation rights

For eligible goods bought online, UK and EU consumers may cancel without giving a reason from placing the order until 14 days after the day the goods are received by them or their nominated recipient, other than the carrier.

For goods from one order delivered separately, the period normally runs from receipt of the last item. Applicable rules govern goods delivered in lots or pieces.

Notify us before the cancellation period expires using:

Any other legally valid clear cancellation statement is also accepted. Keep evidence of when you sent it.

After notifying cancellation, return the goods without undue delay and within another 14 days.

The deadline is met if you dispatch them before that period expires.

Contact us for routing instructions and a return reference. These help identify the parcel but do not make a valid statutory cancellation dependent on our approval.

Refusing delivery or leaving a parcel uncollected does not, by itself, clearly notify us of cancellation.

3. Personalised and bespoke goods

Qualifying goods made to your individual specifications or clearly personalised are excluded from statutory change-of-mind cancellation.

Examples include products incorporating your supplied:

  • Name or personalised wording.
  • Photograph.
  • Artwork.
  • Bespoke measurements.

The exclusion can apply even before production begins. We may agree cancellation as a goodwill arrangement but cannot guarantee it.

This does not remove rights where goods are faulty, misdescribed, incorrectly produced by us or otherwise fail to match the contract.

Ordinary catalogue goods are not automatically excluded merely because they are printed or manufactured after purchase.

Other statutory exceptions apply only where relevant and lawfully disclosed, including certain genuinely hygiene-sealed goods once their seal is broken.

Opening ordinary packaging is not a general reason to refuse cancellation.

4. Condition of returned goods

You may inspect eligible goods as reasonably necessary to establish their nature, characteristics and functioning, as you would in a shop.

Return goods carefully packaged, with supplied components and enough information to identify the order.

Original packaging is helpful but is not an absolute condition of statutory cancellation.

Where legally permitted, we may deduct actual loss in value caused by handling beyond necessary inspection. Any deduction will be explained.

We do not charge a flat restocking or administration fee for a statutory cancellation.

5. Return postage

You pay the direct cost of change-of-mind return postage, unless we expressly agree otherwise.

Keep proof of dispatch and use an appropriately secure service.

For faulty, incorrect or damaged goods where a remedy is owed, we arrange or reimburse necessary reasonable return costs as required by law.

Contact us before arranging an unusually expensive service.

Do not send damaged batteries or other hazardous goods using an ordinary parcel service. Contact us for safe instructions.

For goods that cannot normally be returned by post, the applicable return cost or a reasonable estimate must be disclosed before purchase.

6. Returns address

Ahoora Returns
14 Kensington Court
Dawson Lane
Bolton
BL1 4AW
United Kingdom

This is a parcel-return address, not a walk-in shop.

Contact us first to confirm suitable routing, particularly for goods requiring special handling.

We will not require an ordinary change-of-mind return to an overseas address at an undisclosed cost.

7. Cancellation refunds

For a valid UK/EU statutory cancellation, we refund payments due, including the cost of the least expensive standard delivery option offered for the cancelled purchase.

Any additional amount paid for express or upgraded delivery need not be refunded.

For partial cancellations, delivery reimbursement depends on the charge attributable to the cancelled goods and applicable law.

Refunds are made without undue delay and within 14 days after cancellation notification.

For goods, we may withhold reimbursement until we receive the goods or evidence of their dispatch, whichever occurs first, unless we have offered collection.

We refund using the original payment method unless you expressly agree otherwise, without a refund fee.

Payment-provider posting times do not extend our statutory refund-processing deadline.

8. Faulty or incorrect goods

Contact us as soon as reasonably possible with your order details and a description of the issue.

Photographs may help investigation, but lack of photographs or failure to report within an arbitrary short period does not automatically remove statutory rights.

UK consumers normally have a 30-day short-term right to reject non-conforming goods. Subsequently, statutory repair or replacement rights and, where applicable, price reduction or final rejection apply.

During the first six months, a fault is generally presumed to have existed at delivery unless established otherwise or that presumption is incompatible with the goods or fault.

EU consumers retain the applicable national legal guarantee, generally at least two years from delivery, with longer national protection preserved. Applicable law determines the remedy sequence and evidential requirements.

Normal wear, accidental damage and misuse are not themselves manufacturing defects. We assess the actual circumstances and do not use these descriptions to deny responsibility for an inherent fault.

Manufacturer warranties are additional to statutory rights. You may contact Ahoora rather than being required to pursue only the manufacturer.

9. Exchanges and international customers

We do not guarantee change-of-mind exchanges. You may return eligible goods under this policy and place a new order.

This does not affect a statutory entitlement to replacement of faulty goods.

Outside the UK and EU, mandatory local cancellation, warranty and refund rights apply.

We do not offer an additional voluntary change-of-mind right where applicable law does not require one, unless a specific offer states otherwise.

10. Complaints

Email Info@ahooraverse.co.uk or use our website form.

David Colman is our designated complaints contact.

Provide the order number, issue and remedy sought.

Our internal process does not prevent lawful regulatory, dispute-resolution or court action.

11. Optional cancellation form

You may email or submit the following through our website. Using this form is optional.

To: Ahoora, Info@ahooraverse.co.uk

I/We give notice that I/we cancel the contract for the following goods:

Goods:
Order number:
Ordered on / received on:
Customer name(s):
Customer address:
Date:
Signature, only if submitted on paper:

Delete alternatives that do not apply.

Legal identification: Mo Emami (full legal name: Mohammad Emami), sole trader trading as Ahoora.