Returns, Refunds & Cancellations
Returns, Refunds & Cancellations
Last updated: 24 September 2026
We want you to be happy with your purchase from Spots & Stripes Shop.
This policy explains your rights if you change your mind, receive a faulty or damaged product, receive the wrong item, or need to cancel an order.
Nothing in this policy affects your statutory consumer rights.
1. Contact Us About a Return
To request a return, cancellation or refund, please contact:
Spots & Stripes Shop
Arch 64, Ewer Street
London
SE1 0NR
Telephone: 020 7928 3565
Email: spots8stripes@gmail.com
Please include where possible:
- your name;
- order number;
- product concerned;
- reason for contacting us; and
- photographs where the product is damaged, faulty or incorrect.
2. Changing Your Mind
If you are a consumer who purchased goods online, you will normally have the legal right to change your mind and cancel your order without giving a reason.
For most eligible products, you must tell us that you wish to cancel within 14 days after the day you receive the goods.
If your order consists of multiple products delivered separately, the cancellation period normally runs from the day you receive the final item.
You do not need to provide a reason for changing your mind.
3. How to Cancel
You can cancel an eligible order by making a clear statement that you wish to cancel.
The easiest way is to email:
Please provide:
- your full name;
- your order number;
- the product or products you wish to cancel; and
- your contact details.
You can also use the Model Cancellation Form at the bottom of this page, although using the form is not compulsory.
4. Cancelling Before Dispatch
If you want to cancel an order before it has been dispatched, please contact us as soon as possible.
If we are able to stop the order before dispatch, we will cancel it and arrange any refund due.
If the goods have already been dispatched, you may need to receive and return them in accordance with this policy.
This does not affect your statutory cancellation rights.
5. Returning Goods After You Cancel
After telling us that you wish to cancel an eligible order, you must normally send the goods back within 14 days.
Unless we give you different return instructions, returns should be sent to:
Spots & Stripes Shop
Arch 64, Ewer Street
London
SE1 0NR
Please contact us before returning any large, heavy or specialist product, including pool tables.
Do not arrange expensive specialist transport without contacting us first.
6. Return Delivery Costs
If you are returning a product simply because you have changed your mind, you will normally be responsible for the direct cost of returning it where we informed you of this responsibility before purchase.
This may include postage, courier charges or specialist transport charges depending on the product.
If a product is:
- faulty;
- damaged when supplied;
- incorrectly supplied; or
- not as described,
we will cover reasonable return costs where required by law.
7. Pool Tables and Other Large Products
Pool tables and certain other products cannot normally be returned using an ordinary parcel service.
They may require:
- specialist collection;
- pallet transport;
- professional dismantling;
- specialist handling; or
- another appropriate transport service.
Please contact us before arranging the return of a pool table or other oversized product.
Where you will be responsible for the direct cost of returning a large product following a change-of-mind cancellation, the applicable cost or a reasonable estimate of that cost will be provided to you before you place the order, where required by law.
Any return collection arrangements will depend on:
- the product;
- your location;
- access;
- whether dismantling is required; and
- the specialist transport required.
8. Condition of Change-of-Mind Returns
You are allowed to inspect a product in a similar way to how you would reasonably inspect it in a physical shop.
You should take reasonable care of products while they are in your possession.
If you handle a product beyond what is reasonably necessary to establish its:
- nature;
- characteristics; and
- functioning,
and this reduces the value of the product, we may make an appropriate deduction from your refund where permitted by law.
For example, this may apply where a product has been unnecessarily used, marked, damaged or altered after delivery.
9. Original Packaging
Where possible, please return products:
- in their original packaging;
- with all accessories;
- with manuals or instructions; and
- with any other items supplied with the product.
Original packaging can help prevent damage during transportation.
However, your statutory cancellation rights are not automatically lost simply because you have opened or no longer have the original packaging.
10. Products That Cannot Normally Be Returned Because You Changed Your Mind
The statutory change-of-mind cancellation right does not apply to certain products.
Depending on the circumstances, this can include:
- products made specifically to your individual specifications;
- clearly personalised products;
- products that are liable to deteriorate or expire rapidly;
- sealed products that are not suitable for return for health protection or hygiene reasons once unsealed;
- sealed audio, video or computer software products once unsealed; and
- products that have become inseparably mixed with other goods after delivery.
If a product sold by Spots & Stripes Shop is genuinely bespoke or personalised and your usual cancellation right will not apply, we will make this clear before you place your order.
11. Bespoke and Personalised Products
Some products may be made or altered specifically for an individual customer.
Examples could include products manufactured to individual specifications or clearly personalised with customer-selected information.
Where a product qualifies as a genuinely bespoke or personalised product under consumer law, the normal change-of-mind cancellation right may not apply.
We will make this clear before you commit to purchasing the product.
A standard product does not automatically become bespoke simply because we order it from a manufacturer or supplier after receiving your order.
12. Pool Tables Are Not Automatically Non-Returnable
The fact that a product is large, expensive or requires specialist delivery does not by itself remove your statutory cancellation rights.
A standard pool table purchased online may still qualify for the normal cancellation right.
A table that has been genuinely made to your individual specification or clearly personalised may be treated differently.
Any applicable restriction will be explained before purchase.
13. Refunds After a Change-of-Mind Cancellation
Where you validly exercise your statutory right to cancel, we will refund the amounts due to you.
This will normally include:
- the price paid for the returned products; and
- the cost of our least expensive standard outbound delivery option, where required by law.
If you chose a more expensive delivery method than our least expensive standard delivery service, we are not required to refund the additional amount you paid for the upgraded delivery service.
14. When We Will Issue Your Refund
Where goods are being returned, we may wait until:
- we receive the goods back; or
- you provide evidence that you have sent the goods back,
whichever happens first.
We will then issue the refund within the time required by law, normally no later than 14 days from that point.
15. How Refunds Are Paid
Unless another method is agreed with you, refunds will normally be made using the same payment method used for the original transaction.
We will not charge a fee simply for issuing a statutory refund.
The time taken for the money to appear in your account after we process the refund may depend on your bank or payment provider.
16. Deductions From Refunds
Where legally permitted, we may reduce a refund to reflect a reduction in the value of goods caused by handling beyond what would reasonably be permitted when inspecting the product in a shop.
Any deduction will be based on the actual reduction in value rather than being an arbitrary administration or restocking fee.
Your statutory cancellation rights will not be restricted by an automatic restocking charge.
17. Faulty Goods
All goods supplied by Spots & Stripes Shop must meet the standards required by UK consumer law.
Products must be:
- of satisfactory quality;
- fit for purpose; and
- as described.
If you believe that a product is faulty, please contact us at:
Please include your order number and details of the fault.
Photographs or videos may help us assess the problem more quickly, but requesting these does not remove your statutory rights.
18. 30-Day Right to Reject Faulty Goods
Where goods fail to conform to the contract, consumers will generally have a 30-day short-term right to reject the goods, subject to the circumstances and applicable law.
Where that right applies, you may be entitled to a refund.
Different rules can apply after the first 30 days, including rights to repair or replacement.
19. Repair or Replacement
Where the short-term right to reject has expired, you may have the right to request:
- repair; or
- replacement.
The appropriate remedy will depend on the circumstances and the requirements of consumer law.
If repair or replacement is impossible, unsuccessful, cannot be completed within a reasonable time or causes significant inconvenience, you may have further rights to a price reduction or refund.
20. Manufacturer Warranties
Some products may include a manufacturer’s warranty or guarantee.
A manufacturer warranty is in addition to your statutory consumer rights.
It does not replace our responsibilities as the retailer.
You may therefore contact us about a faulty product even where a manufacturer warranty also applies.
21. Products Damaged During Delivery
If your order arrives damaged, please contact us as soon as reasonably possible.
Email:
Please provide where possible:
- your order number;
- details of the damage;
- photographs of the product;
- photographs of the packaging; and
- photographs of visible transit damage.
This helps us investigate the issue with the courier or supplier.
Failure to report the damage immediately does not automatically remove your statutory consumer rights.
22. Incorrect Products
If we send you the wrong product, please contact us.
We will arrange an appropriate solution.
Where we have supplied an incorrect product, we will cover reasonable return or collection costs where required.
Please do not arrange expensive specialist transportation yourself without contacting us first.
23. Missing Parts
If a product arrives with parts or accessories missing, please contact:
Please provide:
- your order number;
- the product concerned; and
- details of what is missing.
We will investigate and arrange an appropriate solution.
24. Sale and Discounted Products
Products purchased during a sale, promotion or using a discount code have the same statutory consumer rights as products purchased at full price.
A discounted price does not remove your rights where goods are:
- faulty;
- not as described; or
- otherwise not compliant with consumer law.
Where a product was specifically discounted because of a clearly disclosed fault, your rights in relation to that particular disclosed fault may be affected.
25. Exchanges
If you would prefer to exchange an eligible product rather than receive a refund, please contact us.
Whether an exchange can be offered will depend on:
- product availability;
- the condition of the returned product;
- the reason for the return; and
- any price difference between products.
Your statutory refund or cancellation rights are not replaced by an exchange policy.
26. Refusing a Delivery
Simply refusing to accept a parcel does not always provide us with enough information to know that you are exercising your legal right to cancel.
If you wish to cancel your order, please contact us directly so that your intention is clear.
This will help us process the cancellation and refund correctly.
27. Failed Pool Table Installation Due to Access
Before purchasing a pool table, please check that there is suitable access to the intended installation location.
Please tell us about significant restrictions including:
- stairs;
- narrow doorways;
- narrow corridors;
- lifts;
- restricted parking;
- basement access; or
- other unusual access conditions.
Where delivery or installation cannot be completed because significant access information was not provided, additional reasonable delivery, storage or redelivery costs may apply where legally permitted.
This does not remove any statutory cancellation rights you may otherwise have.
28. Returns From Business Customers
This policy primarily describes the rights of consumers purchasing goods for purposes wholly or mainly outside their trade, business, craft or profession.
Businesses do not necessarily have the same statutory change-of-mind cancellation rights as consumers.
If you are purchasing wholly or mainly for business purposes, please contact us regarding applicable return arrangements.
29. Your Statutory Rights
Nothing in this Returns, Refunds & Cancellations Policy is intended to exclude, restrict or replace your statutory rights.
For independent information about your consumer rights, you can contact the Citizens Advice Consumer Service.
Model Cancellation Form
You may use this form if you wish to cancel an eligible online purchase.
You do not have to use this form.
To:
Spots & Stripes Shop
SPOTS AND STRIPES LEISURE LIMITED
Arch 64, Ewer Street
London
SE1 0NR
Email: spots8stripes@gmail.com
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Order number:
Ordered on:
Received on:
Name of customer(s):
Address of customer(s):
Email address:
Signature of customer(s):
Only required if this form is sent on paper.
Date:
Contact Us
If you are unsure whether your purchase qualifies for a return, please contact us before sending anything back.
Spots & Stripes Shop
Operated by SPOTS AND STRIPES LEISURE LIMITED
Arch 64, Ewer Street
London
SE1 0NR
Telephone: 020 7928 3565
Email: spots8stripes@gmail.com
Website: spots8stripesshop.com
Last updated: 24 September 2026