Cart
0
Return and Refund Policy
Last updated: 19 June 2026
Retail Express is the business name operating https://retailexpress.shop.
Business address: 3 Rosebery Ave, London EC1R 5HP, United Kingdom
Phone: +44 7537 121348 · Email: support@retailexpress.shop
1) Summary — please read first
Return window: You can return most items within 30 days of delivery for a refund or exchange.
Return cost: Free — we will email you a pre-paid, trackable return label through Royal Mail, DPD, or a similar courier. Larger or bulky items may be collected by courier.
Refund timing: Refunds are processed within 7 days after we receive and inspect your returned item. Your bank or card provider may take a further 3–5 working days to show the funds.
No restocking fees.
Statutory rights: Your 14-day right to cancel under the UK Consumer Contracts Regulations still applies.
2) Your statutory right to cancel — UK consumers
You have 14 days from the day you, or someone you choose, receives the goods to cancel your order without giving a reason. After cancellation, you then have a further 14 days to return the goods to us.
We will refund you in full, including the standard delivery cost paid at checkout. This legal cancellation right is provided in addition to our 30-day store returns policy.
3) Eligibility & condition of returns
To qualify for a refund or exchange, returned items should be:
Unused and in resaleable condition;
Returned in the original packaging where possible, including all accessories, manuals, parts, and fixings;
Returned using the trackable return label we provide, or through the courier collection arranged by us.
Non-returnable items, unless faulty or not as described:
Personalised or made-to-order products;
Gift cards;
Items showing signs of misuse, incorrect assembly, neglect, or damage not caused by delivery or a manufacturing fault.
Note: You may inspect goods to check their nature, characteristics, and function, as you would in a shop. We may make a deduction if items have been used beyond what is reasonably necessary and their value has been reduced.
4) How to start a return — step-by-step
Email us: support@retailexpress.shop within 30 days of delivery. Please include your order number, full name, delivery postcode, reason for return, and photos if the item is damaged or faulty.
Receive your RMA + return label: We will send return instructions and a pre-paid, trackable return label, or arrange courier collection for bulky items.
Pack safely: Please use the original packaging where possible and include all parts, manuals, accessories, and fixings.
Send or prepare for collection: Drop the parcel off with the specified courier, or be available for the arranged collection. Please keep your receipt or tracking proof.
Refund or exchange: After inspection, usually within 72 hours of receiving the item, we will confirm the outcome by email. Refunds are issued within 7 days to your original payment method.
5) Faulty, damaged or not-as-described items
Please email support@retailexpress.shop with clear photos or videos showing the issue.
In many cases, we may be able to send replacement parts or a replacement product without requiring a return.
If a return is required, we will provide a pre-paid return label or arrange a courier collection. We will then process a repair, replacement, or refund in line with the Consumer Rights Act 2015.
6) Exchanges
If you would like to exchange your item for another model, size, or colour, please email support@retailexpress.shop and we will help arrange the exchange.
No restocking fee applies. If there is a price difference, we will either charge or refund the difference as required.
7) Change of mind
Change-of-mind returns are accepted within 30 days of delivery, provided the item meets the return conditions above.
We cover the return shipping cost when the return is arranged through our approved return process.
8) Cancel an order
We process orders as quickly as possible. If you need to cancel, please contact us immediately at support@retailexpress.shop.
If your order has already been dispatched, you can still return it within 30 days of delivery by following the return process above.
9) Return address
Retail Express
3 Rosebery Ave, London EC1R 5HP, United Kingdom
Please do not send any item back before receiving return instructions or an RMA from us. We may direct you to a different returns hub or arrange a courier collection for large items.
10) Refund timelines & method
We process refunds within 7 days after the return has been received and inspected.
Refunds are issued to the original payment method only.
Your bank or card issuer may take an additional 3–5 working days to post the funds.
We do not accept cash-on-delivery (COD) returns.
11) Late or missing refunds
If you have not received your refund after we have confirmed it:
Please check with your bank or card provider, as some providers take longer to post refunds;
Contact us at support@retailexpress.shop and we will investigate the issue.
12) Questions?
We’re happy to help.
Customer Support