Three Arrows Ltd

Returns & Refund Policy

Last updated: 22 May 2026

Registered in England and Wales

1. Overview

At Three Arrows Ltd we want you to be completely satisfied with your purchase. If for any reason you are not happy, this policy explains your rights and how to return items to us.

This Returns & Refund Policy applies to all purchases made on our website and forms part of our Terms of Service. Your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not affected by this policy.

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

As a consumer purchasing online, you have the legal right to cancel your order within 14 days of receiving your goods without giving any reason. This is known as the cooling off period.

2.1 How to Cancel

To cancel your order, you must notify us clearly in writing within 14 days of the date you received your goods. You can do this by:

•       Emailing us at [INSERT CONTACT EMAIL] with your order number and the items you wish to return

•       Using the cancellation or returns form on our website

•       Writing to us at our registered address

We will acknowledge your cancellation request within 2 business days.

2.2 Returning Your Items

Once you have notified us of your cancellation, you must return the goods to us within 14 days. Items must be:

•       Unused and in their original condition

•       In their original packaging with all tags, labels, and accessories included

•       Free from damage caused after delivery

•       Accompanied by your order number or proof of purchase

Please package items securely to avoid damage in transit. We recommend using a tracked and insured postal service as we cannot be responsible for items lost or damaged on the way back to us.

3. Return Postage Costs

We do not provide prepaid return labels for change of mind returns. You may use any postal or courier service of your choice. We recommend:

•       Using a tracked service so you can monitor the return

•       Retaining your proof of postage until your refund has been confirmed

•       Insuring the parcel if the item is of high value

Original outbound delivery charges will be refunded only if the entire order is cancelled. If you are returning part of an order, the original delivery charge will not be refunded.

4. Refunds

4.1 Refund Method

All approved refunds will be credited back to your original payment method only. We do not offer cash refunds or refunds to a different card or account than the one used for the original purchase.

4.2 Refund Timeframe

Once we have received and inspected your returned items, we will notify you by email whether your refund has been approved or rejected. If approved, your refund will be processed within 14 days of approval.

Please note that once we process the refund, your bank or card provider may take additional time to credit your account. This is outside our control and typically takes 3 to 5 business days depending on your bank.

4.3 Partial Refunds

A partial refund may be issued in the following circumstances:

•       Items returned in a condition that is not fully unused or not in original packaging

•       Items with signs of use, damage, or missing accessories

•       Partial orders returned where only some items qualify for a refund

We will always contact you before issuing a partial refund to explain our decision.

4.4 Rejected Returns

We reserve the right to reject a return and send items back to you at your expense if:

•       The item does not meet our return condition requirements

•       The return is received outside the 14-day return window without prior agreement

•       The item is on our non-returnable list (see Section 6)

•       There is evidence of misuse, deliberate damage, or tampering

5. Exchanges

We are happy to offer exchanges on eligible items subject to stock availability. If you would like to exchange an item for a different size, colour, or product, please follow these steps:

•       Contact us within 14 days of receiving your order to request an exchange

•       Confirm the item you would like in exchange and we will check availability

•       Return the original item to us in unused condition in original packaging

•       Once we receive and inspect the returned item, we will dispatch your exchange

If the exchange item has a higher value than the returned item, you will be asked to pay the difference before dispatch. If the exchange item has a lower value, we will refund the difference to your original payment method.

Please note that you are responsible for return postage when sending items back for exchange. We will cover the cost of sending the exchange item out to you on the first exchange per order.

6. Non-Returnable Items

The following items cannot be returned or exchanged unless they are faulty or not as described:

•       Perishable goods including food, beverages, and organic products

•       Personalised, custom-made, or monogrammed items

•       Sealed beauty, skincare, or hygiene products that have been opened or used

•       Earrings and pierced jewellery for hygiene reasons

•       Items that have been used, washed, worn, or altered after delivery

•       Downloadable or digital products once accessed

•       Items purchased as part of a final sale or clearly marked as non-returnable at time of purchase

If you are unsure whether an item is returnable before purchasing, please contact us and we will be happy to advise.

7. Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged in transit, or not as described, you have enhanced rights under the Consumer Rights Act 2015. Please contact us as soon as possible and no later than 30 days from receipt.

7.1 Within 30 Days of Purchase

You are entitled to a full refund if the item is faulty or not as described within the first 30 days. We will also cover the cost of return postage in this case.

7.2 Between 30 Days and 6 Months

After 30 days and up to 6 months from purchase, we will offer a repair or replacement in the first instance. If the repair or replacement is not possible or fails, you are entitled to a full or partial refund.

7.3 After 6 Months

After 6 months from purchase, the burden of proof shifts. You may need to demonstrate that the fault was present at the time of purchase. We will assess each case individually and fairly.

7.4 How to Report a Fault

To report a faulty, damaged, or incorrect item please:

•       Email us at [INSERT CONTACT EMAIL] with your order number

•       Include a clear description of the fault or issue

•       Attach photographs showing the damage or fault clearly

•       We will respond within 2 business days with instructions on how to proceed

Do not return faulty items before contacting us as we may be able to resolve the issue without requiring a return.

8. Sale and Discounted Items

Items purchased in a sale or at a discounted price are subject to the same returns policy as full price items unless they are clearly marked as final sale or non-returnable at the time of purchase. Discount codes and promotional offers do not affect your statutory rights.

Refunds on discounted items will be issued at the price paid at the time of purchase, not the original full price.

9. Business Customer Returns

Business customers purchasing for trade or commercial purposes do not benefit from the 14-day consumer cooling off period under the Consumer Contracts Regulations 2013.

Returns for business purchases are subject to agreement at the time of sale. Faulty goods supplied to business customers will be assessed in accordance with the Sale of Goods Act 1979 as amended. Please contact us to discuss your requirements.

10. How to Make a Return — Step by Step

•       Step 1 — Contact us within 14 days of receiving your order at [INSERT CONTACT EMAIL] with your order number and the items you wish to return

•       Step 2 — Wait for our confirmation email with return instructions and our return address

•       Step 3 — Pack your items securely in their original packaging with all accessories and tags

•       Step 4 — Send the parcel using a tracked postal service and retain your proof of postage

•       Step 5 — Email us your tracking number so we can monitor the return

•       Step 6 — Once received and inspected we will email you to confirm approval

•       Step 7 — Your refund or exchange will be processed within 14 days of approval

11. Contact Us

If you have any questions about our Returns & Refund Policy or need help with a return, please get in touch:

•       Email: [INSERT CONTACT EMAIL]

•       Address: [INSERT REGISTERED ADDRESS]

•       Website: threearrows.co.uk

•       Response time: Within 2 business days

We are committed to resolving all returns and refund queries quickly and fairly. Your satisfaction is important to us.

© Three Arrows Ltd. All rights reserved.

Registered in England and Wales