Refund policy

1. Returns

We offer a 30-day return period from the date your order is delivered. To be eligible for a return, your item must meet all of the following conditions:

• The item must be returned with all original parts, accessories and packaging.
• The product must not show signs of misuse, improper handling or customer-caused damage.
• Any hygiene-related products must be thoroughly cleaned before being returned.
• Any issues with the order must be reported immediately upon delivery.
• Proof of purchase must be provided.

We reserve the right to refuse a return if we believe the product has been misused or damaged by the customer.

 

2. How to return an item

If your order meets the conditions above, please follow these steps. Email info@annora-london.uk with the subject line Return Request, including your order number, the reason for the return, your full name, your address and clear photographs of the product.

Our customer support team will review your request and provide the return instructions and return address.

Important: do not return your item until your request has been approved, and do not send your return to the address shown on the parcel or shipping label.

 

3. Return shipping costs

Customers are responsible for all return shipping costs. Approved returns must be sent to our central warehouse in Asia. The correct return address will be provided once your return request has been approved.

 

4. Damaged, faulty or incorrect items

If you receive a damaged, faulty or incorrect item, please contact us immediately at info@annora-london.uk and include your order number, a description of the issue and clear photographs of the item.

Replacement. Where the claim is verified, we will send a replacement item free of charge. You do not need to return the original item and there is no cost to you.

Partial refund. If a replacement is not possible — for example because the item is no longer available — or if a replacement has already been sent for the same order, we will offer you a partial refund instead. You keep the item.

Full refund. If you prefer a full refund rather than a replacement or a partial refund, you may return the item to us. The return shipping cost is yours, and the refund is issued once the item has been received and inspected.

 

5. Cancelling your order

Before your order is dispatched. Orders are processed automatically shortly after they are placed. An order can only be stopped before it has been processed or dispatched. If you contact us in time at info@annora-london.uk, we will cancel it and refund you in full.

After your order is dispatched. Once an order has been dispatched we can no longer stop it in transit, and it cannot be cancelled at that stage. If you no longer wish to keep the item, you must wait until it is delivered and then cancel it under the 14-day right set out below.

Your right to cancel within 14 days of delivery. You have the right to cancel your order within 14 days without giving any reason. The cancellation period ends 14 days after the day on which you, or a third party indicated by you, receives the goods. Where your order is delivered in several instalments, the period runs from the day you receive the last item.

To exercise this right, tell us of your decision by a clear statement — by email to info@annora-london.uk.

After cancelling, you must send the goods back to us without undue delay and no later than 14 days from the day you told us. You bear the direct cost of returning the goods when you cancel under this right.

We will reimburse you no later than 14 days from the day we receive the goods back. We will use the same means of payment you used, at no additional cost to you.

 

6. Refunds

Once your returned item has been received and inspected at our warehouse:

• Refunds will only be issued after the inspection has been completed.
• Please allow up to 14 working days from approval for your refund to be processed.
• Refunds will be made using the original payment method.
• Original delivery charges are non-refundable.
• No refund will be issued until the returned item has been received.

 

7. Refused or unclaimed deliveries

If a parcel is refused or not collected before the courier's collection deadline, you may choose one of the following options:

• Reshipment of the order (additional delivery charges apply); or
• A refund with a deduction of up to 50% to cover return shipping, handling and administrative costs.

 

8. Important information

• All returns must be sent to the return address provided after approval.
• Never return an item to the sender's address shown on the parcel.
• Customers are responsible for all return shipping costs.
• We reserve the right to refuse returns that do not comply with this policy.

 

9. Return form

To request a return form, please contact us at info@annora-london.uk.