1. Who we are

Shop orders are sold by MyPKU Ltd, a company registered in England and Wales (Company No. 17196934). Registered office: International House, 55 Longsmith Street, Gloucester, GL1 2HT, United Kingdom.

For all returns and refund enquiries email support@mypku.co.uk.

2. Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of the day after you receive your goods, without giving any reason.

To exercise your right to cancel, notify us by email at support@mypku.co.uk with:

• Your name and email address used at checkout
• Your order reference (shown in your Stripe confirmation email)
• A clear statement that you wish to cancel your order

We will acknowledge your cancellation by email promptly.

3. Returning goods

Once you have notified us of your cancellation, you must return the goods to us within 14 days. Items must be returned in their original condition and, where possible, in the original packaging.

Please return items to: International House, 55 Longsmith Street, Gloucester, GL1 2HT, United Kingdom.

We recommend obtaining proof of postage. Contact support@mypku.co.uk before sending so we can expect your return.

The cost of return postage is your responsibility unless the goods are faulty or were sent in error.

4. Refunds

Once we have received and inspected your return, we will process your refund within 14 days. Refunds are issued to your original payment method via Stripe.

If goods are returned in a condition that has diminished their value beyond what is necessary to inspect them, we reserve the right to make a deduction from the refund to reflect this reduction in value.

Original shipping costs are refunded only where the entire order is cancelled and the goods are not faulty.

5. Faulty or damaged goods

Under the Consumer Rights Act 2015, you are entitled to goods that are of satisfactory quality, fit for purpose, and as described.

• Within 30 days of receipt: if the goods are faulty or damaged on arrival, you are entitled to a full refund or a replacement at your choice.
• After 30 days: we will arrange a repair or replacement in the first instance. If repair or replacement is not possible, you are entitled to a price reduction or refund.

Please contact us at support@mypku.co.uk within 30 days of receipt with a description and photograph of the damage or fault.

6. Exceptions to the right to cancel

The 14-day cancellation right does not apply to:

• Digital content once it has been downloaded or accessed
• Goods that have been personalised or custom-made to your specification
• Sealed goods that are not suitable for return for hygiene reasons once unsealed

7. Contact

For all returns and refund enquiries: support@mypku.co.uk

If you are not satisfied with how we handle your request, you may refer your complaint to an alternative dispute resolution (ADR) scheme or contact the Citizens Advice Bureau for guidance.