Returns & Cancellations
We have a 30-day return policy, which means you have 30 days after receiving your item to request a change-of-mind return.
To be eligible for a change-of-mind return, your item must be in the same condition that you received it, unused, with tags where applicable, and in its original packaging where possible. You will also need your receipt or proof of purchase.
To start a return, contact us at info@store22.co.uk before sending anything back. Items sent back to us without first requesting a return may not be accepted.
Returns should be sent to:
Store 22
Unit 15, Pier Road Industrial Estate
Pier Approach Road
Gillingham
Kent
ME7 1RZ
Online cancellation rights
For online orders, you may have a legal right to cancel your order within 14 days of receiving your goods. After telling us you want to cancel, you then have 14 days to return the goods.
Our 30-day Store 22 returns policy gives you longer than the basic change-of-mind cancellation period, but it does not mean orders can be refunded months later if delivery was missed, a parcel was not collected, or we were asked to hold the order for future redelivery.
Missed delivery, uncollected parcels and redelivery
If delivery is attempted and you are not available, or your parcel is taken to a depot or collection point, it is your responsibility to collect it or rearrange delivery within the courier’s timescale.
If a parcel is returned to Store 22 because delivery was missed, the parcel was not collected from the depot, the address was incorrect, or the courier could not complete delivery, the order is not automatically cancelled.
We can resend the order once the postage fee has been paid again, or you can arrange collection from Store 22 where this is possible.
If you ask us to hold a returned parcel for redelivery at a later date, this is a goodwill hold only. It does not extend the legal cancellation period or the Store 22 30-day returns period.
Refund requests made after the cancellation period and Store 22 30-day return period have passed may be refused, especially where the parcel has been held because the customer did not collect it, did not rearrange delivery, or did not pay the redelivery postage after agreeing to do so.
Postage, delivery fees and return postage
If you cancel within your legal cancellation period, we will refund what we are required to refund by law, including the standard original delivery charge where applicable.
For returns under our Store 22 30-day goodwill returns policy, postage and delivery fees are not refunded unless the item is faulty or Store 22 made a mistake with your order.
You are responsible for return postage unless the item is faulty or Store 22 made a mistake.
If you want a returned parcel resent to you, you must pay the postage again before it is sent.
Collection orders
Collection orders should be collected within the agreed collection period. If you cannot collect, please contact us as soon as possible.
Paid collection orders that are held for you are not automatically refundable indefinitely. The Store 22 30-day returns period still applies unless we agree otherwise in writing.
Damages and issues
Please inspect your order when you receive it and contact us as soon as possible if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned for change-of-mind reasons, such as perishable goods, personalised or special-order items, and personal care or hygiene goods where the item has been opened or used.
Please get in touch if you have questions or concerns about your specific item.
Sale items and gift cards
Gift cards cannot be returned or refunded.
Sale items are returnable only where required by law, where the item is faulty, or where Store 22 agrees to accept the return.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we have received and inspected your return, and let you know if the refund has been approved.
If approved, you will be refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at info@store22.co.uk.
This policy does not affect your statutory rights.
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