Returns & Refund Policy

Last updated: September 2026

At SIGTEA, we want you to be happy with your purchase. If you are not completely satisfied with an item, you may be able to return it or request a refund, subject to the terms of this policy and your statutory consumer rights.

This Returns & Refund Policy applies to purchases made through the SIGTEA website.

Nothing in this policy affects or limits any rights you have under applicable consumer protection law.

1. Your Statutory Consumer Rights

When you purchase goods from SIGTEA as a consumer, you are protected by applicable UK consumer protection legislation.

Your legal rights may apply where goods are:

faulty;
damaged;
not as described;
not of satisfactory quality; or
not fit for their intended purpose.

Depending on the circumstances, your statutory remedies may include a refund, repair, replacement or price reduction.

These statutory rights are separate from and may provide additional protection to our voluntary returns procedures.

2. Changing Your Mind – Online Orders

When you purchase goods from SIGTEA online, you generally have a statutory right to cancel your order without giving a reason.

You normally have 14 calendar days from the day after you, or a person you have authorised other than the carrier, receives the goods to notify us that you wish to cancel.

Once you have notified us of your cancellation, you normally have a further 14 calendar days to return the goods to us.

This right applies even where the goods are not faulty and you have simply changed your mind.

Where an order contains multiple items delivered separately, the cancellation period generally begins after the last item in the relevant order has been received.

3. How to Cancel an Order

To exercise your right to cancel, please contact us at:

Email: contact@sigtea.com

You may simply send us a clear statement informing us that you wish to cancel your order.

Please include your:

full name;
order number;
items you wish to return; and
reason for contacting us, where relevant.

You are not required to provide a reason when exercising your statutory right to cancel.

We recommend keeping a copy of your cancellation request and any return postage receipt or tracking information.

4. Condition of Returned Goods

When exercising the statutory right to cancel because you have changed your mind, you may handle the goods to the extent necessary to establish their nature, characteristics and functionality, in broadly the same way you would be permitted to do in a shop.

However, you may be responsible for any diminished value resulting from handling beyond what is reasonably necessary to inspect the goods.

Where possible, please return products:

unused or only minimally handled;
in their original condition;
with original packaging and accessories;
with any manuals, labels or other included materials; and
securely packaged to prevent damage during transit.

A product does not automatically lose your cancellation rights merely because its original packaging has been opened, unless a specific legal exception applies.

5. Products That Cannot Be Returned Under the Statutory Cancellation Right

Certain types of goods may be excluded from the statutory right to cancel under applicable law.

These may include:

goods made to your specifications or clearly personalised;
goods that are liable to deteriorate or expire rapidly;
sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken;
sealed audio or video recordings or sealed computer software once unsealed; and
other products or contracts falling within a statutory exception.

Where an exception applies, the relevant product information or order terms may state that the statutory cancellation right does not apply.

This does not affect your legal rights where the product is faulty, damaged, misdescribed or otherwise does not comply with applicable consumer law.

6. Return Postage for Change-of-Mind Returns

Where you exercise your statutory right to cancel because you have changed your mind, you are generally responsible for the direct cost of returning the goods to us, unless:

we have agreed to pay the return cost;
the product is faulty, damaged or not as described;
we are required by law to cover the return cost; or
we have expressly stated otherwise.

We recommend using a tracked delivery service when returning an item, as SIGTEA cannot be responsible for goods that are lost while being returned where the law does not otherwise place responsibility on us.

7. Faulty, Damaged or Misdescribed Products

If you receive a product that is faulty, damaged, not as described or otherwise does not meet the requirements of applicable consumer law, please contact us as soon as reasonably possible at:

Email: contact@sigtea.com

Please provide:

your order number;
the name of the affected product;
a description of the issue; and
photographs or other evidence where appropriate.

Photographs or other information may help us assess the problem and resolve your request more quickly, but we will not use unnecessary evidence requirements to remove or restrict your statutory rights.

Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, refund or price reduction.

8. The 30-Day Right to Reject Faulty Goods

Where applicable under UK consumer law, you may have a short-term right to reject goods and receive a refund if they do not conform to the contract.

For many goods, this right may be exercised within 30 days from the date you received the goods, subject to the applicable legal requirements and any specific rules that apply to the product or circumstances.

Where you validly exercise a right to reject faulty goods within the applicable period, we will arrange an appropriate refund and will cover reasonable return costs where required by law.

Your statutory rights may continue after this 30-day period.

9. Faults Discovered After 30 Days

If a fault becomes apparent after the initial 30-day period, you may still have statutory rights.

Depending on the circumstances, the appropriate remedy may initially be a repair or replacement.

If a repair or replacement is not possible, is unsuccessful, cannot be provided within a reasonable time, or would cause significant inconvenience, you may have a right to a refund or price reduction in accordance with applicable law.

We will assess each case based on the applicable legal requirements and the circumstances of the product.

10. Damage Caused After Delivery

Our responsibility depends on the circumstances.

You may not be entitled to a refund for damage caused by misuse, accidental damage, improper handling, unauthorised modification or failure to follow the product's instructions or safety information.

This does not affect your statutory rights where the issue was already present when the goods were supplied or where applicable law provides otherwise.

For children's products, please follow all relevant age recommendations, warnings, safety instructions and usage guidance supplied with the product.

11. Refunds for Cancelled Orders

Where you validly cancel an order under the statutory cancellation provisions, we will reimburse the payments we are required to refund under applicable law.

This generally includes the cost of the least expensive standard delivery option available at the time of purchase.

If you selected a more expensive delivery method, we are generally only required to refund the amount corresponding to the standard delivery option.

We will not refund additional delivery charges resulting solely from your choice of an upgraded delivery service unless required by law.

12. When Refunds Are Issued

For a statutory cancellation, we will generally issue the refund without undue delay and no later than 14 days after the earlier of:

the day we receive the returned goods; or
the day you provide evidence that you have sent the goods back.

Where we have offered to collect the goods, the applicable statutory timeframe may be calculated differently.

Where a refund is due for faulty or non-conforming goods, the timing will follow the applicable statutory requirements.

13. Refund Method

Refunds will normally be made using the same payment method used for the original transaction, unless you have expressly agreed to an alternative method.

We will not normally charge a fee for processing a refund where the refund is due under this policy or applicable law.

The time it takes for the refunded amount to appear in your account may depend on your bank, card issuer or payment provider.

14. Diminished Value

When exercising a statutory right to cancel because you have changed your mind, you are responsible for any diminished value of the goods caused by handling beyond what is necessary to establish the nature, characteristics and functionality of the goods.

This may include, for example, significant use, damage, staining, missing components or other handling that goes beyond what would reasonably be permitted when inspecting the goods in a shop.

We will not make a deduction simply because you exercised your statutory cancellation right.

15. Sale and Promotional Items

Products purchased during a sale or promotional period have the same statutory consumer rights as products purchased at full price.

A discounted price does not remove or reduce your legal rights.

Any additional voluntary return conditions associated with a promotion will be clearly stated at the time of purchase.

16. Gifts

Where a product was purchased as a gift, statutory cancellation and refund rights generally belong to the person who entered into the purchase contract with SIGTEA.

We may require reasonable proof of purchase, such as an order number, receipt or other transaction information.

This does not affect any rights arising because goods are faulty, damaged, misdescribed or otherwise fail to meet applicable legal requirements.

17. Exchanges

We may offer exchanges at our discretion for certain products.

However, an exchange process does not replace or restrict your statutory right to cancel, return faulty goods or exercise any other legal remedy available to you.

Where a product is faulty or does not conform to the contract, we will provide the remedy required by applicable law.

18. Return Instructions

To request a return or cancellation, please contact:

Email: contact@sigtea.com

Our customer service team will provide the appropriate return instructions where a return is required.

Please do not send a return to an address obtained from an unrelated source or third party. Use the return instructions provided by SIGTEA for your specific order.

19. Return Tracking

For returns that you are responsible for sending, we recommend using a tracked delivery service and retaining proof of postage.

This can be particularly useful where a parcel is delayed or lost during return transit.

Where SIGTEA is legally responsible for the return of faulty, damaged or non-conforming goods, we will provide reasonable instructions for the return process.

20. Refunds for Unavailable Products

If we are unable to fulfil an order because a product becomes unavailable after you have placed the order, we may cancel the affected order or product and issue a refund for any amount already paid.

Where only part of an order is affected, we may refund the unavailable item while fulfilling the remaining products, subject to the circumstances.

21. Proof of Purchase

We may ask for reasonable evidence that a product was purchased from SIGTEA.

This may include:

an order number;
order confirmation email;
receipt;
delivery confirmation; or
relevant transaction information.

We will not use proof-of-purchase requirements to restrict statutory rights where other reasonable evidence establishes the purchase.

22. Contacting Us About a Return

For all return, refund and cancellation enquiries, please contact:

SIGTEA
Email: contact@sigtea.com

Please include your order number whenever possible so that we can locate your purchase and assist you efficiently.

23. Consumer Rights

Nothing in this Returns & Refund Policy is intended to:

exclude your statutory consumer rights;
restrict your right to cancel where the law provides one;
prevent you from exercising your rights regarding faulty or non-conforming goods; or
require you to accept a remedy that is not permitted under applicable consumer law.

Where applicable law provides you with greater protection than the terms of this policy, the applicable law will take precedence.