Refund policy

Returns & Refunds

We hope you’re happy with your order. If you change your mind about an online purchase, you may cancel your order within 14 days of receiving it.

To cancel, please email info@tamshepherds.com within 14 days of delivery, quoting your order number. You then have a further 14 days to return the goods to us.

Please contact us before sending a return so that we can provide the correct returns address.

Change-of-mind returns

Returned goods should be in a resaleable condition and should not have been handled beyond what is reasonably necessary to inspect them. We may reduce the refund to reflect any reduction in value caused by excessive handling.

Customers are responsible for the cost of returning unwanted goods to us. We recommend using a tracked service, as the goods remain your responsibility until they reach us.

Once we receive the returned goods, or you provide evidence that they have been sent back, we will process the refund within 14 days.

Refunds will be made to the original payment method. Where applicable, we will also refund the cost of our standard UK delivery service. Any additional amount paid for an upgraded or premium delivery service is not refundable.

Items that cannot be returned for change of mind

Certain goods are excluded from the statutory right to cancel, including:

• personalised or custom-made products;

• sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken;

• sealed audio, video or computer software once unsealed;

• downloadable digital content where supply has begun after the customer expressly agreed to immediate delivery and acknowledged the loss of the cancellation right;

• other goods excluded from cancellation rights by law.

This does not affect your rights if an item is faulty, damaged or not as described.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged, incorrect or not as described, please contact info@tamshepherds.com as soon as possible with your order number and, where helpful, photographs of the problem.

Your statutory rights under the Consumer Rights Act 2015 apply. Goods that are faulty may in particular be eligible for a refund within the first 30 days, with repair, replacement or other remedies available in other circumstances.

Sale items

Sale items have the same statutory return and cancellation rights as full-price items.

Exchanges

We do not operate a general exchange service. If you would like a different size, colour or product, please return the unwanted item in accordance with this policy and place a new order.

Refund timing

After we issue a refund, your bank or card provider may take additional time to show the payment in your account.

International customers

Customers outside the UK may also have mandatory consumer rights under the laws applicable in their country. These rights are not affected by this policy.

Contact

For returns or refund queries, email info@tamshepherds.com.