Refund policy

We want you to love your purchase. If for any reason you change your mind, we’ve made returns simple and hassle-free.

Our Returns Promise

• 30-day return window – You have 30 days from the date you receive your order to request a return.

• Free return shipping – We’ll cover the cost of return postage.

• No restocking fees – You’ll get back the full amount paid for the item.

• No final sale items – All standard items are returnable, except where legally restricted (see below).

How to Start a Return

We’ve partnered with ParcelReturns to make the process quick and easy.

Visit our online portal:
👉 allotmate-essentials.com/tools/returns

You’ll just need your order number and either your email address or phone number used at checkout. From there, you can request and manage your return directly.

Once your return is submitted, it will come through to us for approval. When approved, we’ll issue your returns label and send it to you along with full instructions on how and where to send your parcel.

Ship with Your Own Label

If you prefer, you can choose to ship your return using your own postage label. Please note that we’re unable to reimburse or refund postage costs for self-shipped returns. We recommend using this option only if you believe it’s the best choice for you.

Returns address:
Choice Fulfilment C/O AllotMate Essentials
Rear loading bay, 10 Thornbury Rd
Plymouth
PL6 7PP

Eligibility for Returns

To be eligible, items must be:

• In the same condition you received them (unused, unworn, with tags if applicable).

• In their original packaging.

• Accompanied by proof of purchase (order confirmation or receipt).

Damaged, Faulty, or Incorrect Items

Please inspect your order upon arrival and contact us immediately if an item is defective, damaged, or incorrect. You will need to take a photograph/video of the issue and send it into us. We will arrange a replacement or full refund at no cost to you, in line with your rights under the Consumer Rights Act 2015.

Items Not Eligible for Return

For safety and hygiene reasons, certain items cannot be returned:

• Perishable goods (such as seeds, flowers, or plants).

• Custom or personalised products.

• Personal care items.

• Hazardous materials, flammable liquids, or gases.

Gift cards are also non-returnable.

Exchanges

The quickest way to get the item you want is to return the original item and place a new order.

Refunds

Once we receive and inspect your return, we’ll confirm approval by email. Approved refunds will be processed automatically to your original payment method within 10 business days.

Please note it may take additional time for your bank or card provider to post the refund. If more than 15 business days have passed since your refund was approved, please contact us at Hello@allotmate-essentials.com.

Your Legal Rights

• If your goods are faulty, not as described, or unfit for purpose, you are entitled to a refund, repair, or replacement under the Consumer Rights Act 2015.

• If you are in the UK or EU, you also have a legal 14-day cooling-off period (Consumer Contracts Regulations 2013) for most online purchases. This allows you to cancel your order within 14 days of receiving it, for any reason. Our 30-day return window goes beyond this legal requirement.

Marketplace Seller Returns

Some products sold on our website are supplied and fulfilled by trusted third party marketplace sellers. These items may have different delivery, returns and refund terms to items sold directly by us.

Where a product is sold by a marketplace seller, this will be clearly shown on the product page. By purchasing these items, you agree to the seller’s specific returns policy.

What this means for your return

• Returns, refunds and exchanges are handled by the marketplace seller, not directly by us

• Return timeframes, costs and conditions may differ from our standard returns policy

• In some cases, returns may need to be sent directly to the seller, rather than to us

How to request a return

If you need to return a marketplace item, please contact our customer service team first. We will provide you with the correct return instructions and liaise with the seller on your behalf where needed.

Please note:

• Return shipping costs may apply and are set by the marketplace seller

• Refunds are issued once the seller has received and approved the returned item

• Personalised, perishable or made to order items may be non returnable unless faulty

We always aim to work with our marketplace partners to ensure a fair and smooth experience. If you have any questions or concerns, our team is here to help.

 

Contact Us

Trade Name: AllotMate Essentials
Email: Hello@allotmate-essentials.com.
Returns Address: Space Station, Unit 2200, Transport Avenue, Brentford, TW8 9HF