Returns & Refunds Policy

At The Prep Shelf, we want you to be happy with your order. If something is not right, please contact us and we’ll do our best to help.

Cancelling or Returning an Order

If you change your mind, you have 14 days from the day you receive your order to tell us that you would like to cancel or return it.

After telling us, you then have a further 14 days to send the item back to us.

To request a return, please contact us at:

[your email here]

Please include:

• Your order number
• Your full name
• The item you would like to return
• The reason for the return

Return Condition

To be eligible for a return, items should be:

• Unused
• In their original condition
• In the original packaging where possible
• Returned with any included parts, accessories, or instructions

We may not be able to accept returns for items that have been used, damaged by the customer, or returned incomplete.

Return Postage

Unless the item is faulty, damaged, or incorrect, the customer is responsible for the cost of return postage.

We recommend using a tracked postage service, as we cannot guarantee receipt of returned items sent without tracking.

Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible at:

[your email here]

Please include:

• Your order number
• A photo of the item
• A photo of the packaging, if possible
• A short description of the issue

Once reviewed, we will help arrange a suitable solution, which may include a replacement, refund, or other appropriate remedy.

Refunds

Once we receive and inspect your returned item, we will let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

Please allow time for your bank, card provider, or payment service to process the refund.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

If your order has not yet been processed or dispatched, we will do our best to cancel it. If your order has already been processed or shipped, you may need to wait for the item to arrive and then request a return.

Items Arriving Separately

If you ordered multiple items, they may arrive in separate parcels. This does not affect your return rights.

Please contact us if you need help with a specific item from your order.

Exceptions

Some items may not be eligible for return unless faulty, such as:

• Personalised or custom-made items
• Perishable goods
• Items that cannot be returned for hygiene reasons once opened or used

Any specific exceptions will be made clear where relevant.

Contact Us

For return or refund questions, contact us at:

[your email here]

Please include your order number so we can help you faster.