Returns and cancellation

Start with your order reference

Email info@sqfr.uk with your order reference, the item and what has happened. We can confirm the correct return address and safe handling arrangements. Do not send case evidence, passwords or payment-card details. Asking us for return instructions does not restrict a statutory cancellation or refund right.

If you change your mind

For most consumer distance purchases of goods, tell us you wish to cancel within 14 days after delivery. You then have another 14 days to return the goods. You may inspect them as you would in a shop. We do not require goods to be entirely unused or in original packaging as a condition of statutory cancellation.

A refund includes the standard outbound delivery cost where the law requires it. For goods, it is normally due within 14 days after we receive them back or receive evidence that they were sent, whichever is earlier. We may wait for either of those events where the law allows. We use the original payment method unless agreed otherwise and do not charge a refund fee. You bear direct change-of-mind return costs only where this was properly disclosed before purchase. Any permitted deduction for excessive handling must reflect actual diminished value, not a fixed restocking fee.

If something is faulty

Goods, digital content and services have statutory protections. Depending on the circumstances, remedies may include repair, replacement, repeat performance, a price reduction or a refund. For faulty goods, the short-term right to reject is generally 30 days, with further remedies after that period. A three-month or other commercial warranty does not end those rights. Necessary costs of a statutory faulty-goods return are not shifted to you.

Digital content, services and business orders

Cancellation rules differ for digital content, services and genuinely bespoke goods. Any relevant exception or request to begin early must be explained and agreed in the legally required way before supply. Business purchases follow the agreed contract and applicable law; they do not automatically have the consumer cooling-off right.

The planned new Acorn bundle is not currently available to order. This page does not replace the terms of an existing purchase. Read the terms and conditions and the GOV.UK returns guidance, or contact us about your particular order.