Refund policy
Last updated: 17 July 2026
Found in Britain is a trading name of The Collectives Group Limited, a company registered in England and Wales under company number 17005145. Our registered office is 52 Bodrigan Road, Looe, United Kingdom, PL13 1EQ.
This policy applies to purchases made from Found in Britain by consumers in the United Kingdom. It explains your statutory cancellation and refund rights as well as our returns process. Nothing in this policy limits your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.
1. Your 14-day right to cancel
For most goods bought online, you may cancel without giving a reason by telling us within 14 days after the day you receive the goods.
If one order is delivered in several separate packages, the cancellation period normally runs from the day after you receive the last item in that order.
After telling us that you wish to cancel, you have a further 14 days to send the goods back.
2. How to cancel or request a return
Email support@collectivesgroup.co.uk and include your name, order number, the item you wish to return and a clear statement that you wish to cancel or return it. You may use the model cancellation form at the end of this policy, but you do not have to.
Do not send goods to our registered office. Our independent makers fulfil orders on our behalf, so we will give you the correct UK return address and instructions. The Collectives Group Limited remains responsible for handling your cancellation, return and refund.
3. Looking after goods
You may inspect goods as you would in a shop. You are responsible for any reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.
Where possible, please return goods with their original packaging, labels and accessories. Missing or damaged packaging does not automatically remove your statutory cancellation rights, although it may affect value where the goods have been handled more than necessary.
4. Return costs
For a change-of-mind cancellation, you are normally responsible for the direct cost of returning the goods. We will explain the available return method and any label cost before you send the item.
If goods are faulty, damaged, misdescribed or incorrect, we will cover reasonable return costs and provide the appropriate remedy at no cost to you.
5. Refunds after cancellation
We will refund:
- the price paid for the returned goods; and
- the cost of our least expensive standard delivery option, where you paid an outbound delivery charge.
If you chose a more expensive delivery method, we are not required to refund the additional amount above the standard delivery cost.
We will make the refund without undue delay and no later than 14 days after we receive the goods back or, if earlier, 14 days after you provide evidence that you sent them back. We may withhold the refund until we receive the goods or receive that evidence.
Refunds are made to the original payment method unless we agree otherwise. Your bank or payment provider may take additional time to show the refund.
6. Goods excluded from the change-of-mind right
The statutory cancellation right does not normally apply to:
- goods made to your specifications or clearly personalised;
- goods liable to deteriorate or expire rapidly;
- sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed;
- sealed audio, video or software products once unsealed;
- newspapers, periodicals or magazines, except subscriptions; or
- other goods or services excluded by law.
These exclusions do not affect your rights where goods are faulty, damaged or not as described. Discounted and sale goods carry the same statutory rights as full-price goods.
7. Faulty, damaged or misdescribed goods
Goods must be of satisfactory quality, fit for purpose and as described. If there is a problem, contact support@collectivesgroup.co.uk promptly with your order number and, where helpful, photographs of the item and packaging.
Depending on the circumstances and the time since purchase, you may be entitled to reject the goods for a refund, or to receive a repair, replacement, price reduction or final refund. We will not require you to deal directly with the maker to exercise these rights.
8. Exchanges
We do not guarantee direct exchanges because products are held by independent makers. The quickest option is usually to return the original item and place a new order. This does not affect your statutory rights.
9. Cancelling before dispatch
If you wish to cancel before dispatch, contact us as soon as possible. If the order has already entered fulfilment, we may need to treat it as a return after delivery.
10. Contact
Support: support@collectivesgroup.co.uk
General enquiries: info@collectivesgroup.co.uk
Telephone: +44 (0)77529 13689
Model cancellation form
Complete and send this form only if you wish to cancel your contract. You may instead send any other clear statement of cancellation.
To: Found in Britain, The Collectives Group Limited, 52 Bodrigan Road, Looe, United Kingdom, PL13 1EQ; support@collectivesgroup.co.uk
I give notice that I cancel my contract for the sale of the following goods:
Order number:
Goods:
Ordered on / received on:
Customer name:
Customer address:
Date: