Refund policy

Last updated: May 2026

This Returns & Refunds Policy applies to purchases made on cangeroo.com and is operated by Cangeroo Ltd. This policy is in addition to your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your goods without giving any reason.

To exercise your right to cancel, please notify us within 14 calendar days of receiving your order by emailing:

Email: sales@cangeroo.com

Please include your order number, name and the item or items you wish to return.

2. Our Extended Returns Window

In addition to your legal rights, we offer a 30-day returns window from the date of delivery.

To use our extended returns window, the item must meet the return conditions set out below.

3. Conditions for Return

To be eligible for a return, items must be:

• Unused and in the same condition as received
• In their original packaging where possible
• Free from damage caused after delivery
• Returned with proof of purchase

The following items cannot be returned unless they are faulty, incorrect or not as described:

• Items that have been opened or used and cannot be returned for hygiene reasons
• Personal care, beauty, wellness or hygiene-related products once opened
• Items that are not suitable for return due to health protection or hygiene reasons once unsealed
• Any item that has been damaged, used, altered or is not in a resaleable condition

4. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged in transit, incorrect, or not as described, please contact us as soon as possible at sales@cangeroo.com.

Please include your order number, a description of the issue and clear photos where possible.

Where an item is confirmed to be faulty, damaged, incorrect or not as described, we will offer a suitable resolution in accordance with your statutory rights. This may include a repair, replacement or refund.

For faulty, damaged, incorrect or not-as-described items, we will cover or reimburse reasonable return postage costs. Please contact us before sending the item back so we can confirm the approved return method.

5. How to Return an Item

To return an item, please follow these steps:

1. Contact us at sales@cangeroo.com with your order number and reason for return.
2. We will confirm whether your return is approved and provide the return address.
3. Package the item securely, including all original packaging where possible.
4. Post the item to the return address provided.
5. Keep your proof of postage until your return has been processed.

We recommend using a tracked postal service, as Cangeroo Ltd is not responsible for items lost or damaged in return transit.

6. Return Postage Costs

For change-of-mind returns, unwanted items, incorrect size, accidental orders or any return that is not due to a fault or error by us, the buyer is responsible for paying the return postage costs.

Original delivery charges are non-refundable for change-of-mind returns, unless required by law.

If the item is faulty, damaged, incorrect or not as described, we will cover or reimburse reasonable return postage costs once the issue has been confirmed. Please contact us before returning the item so we can advise you on the correct return process.

7. Refunds

Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved.

Approved refunds will be processed to your original payment method. Refunds are usually processed within 5–7 working days of us receiving and approving the returned item, although your bank or payment provider may take additional time to make the funds available.

If you cancel your order within the 14-day cooling-off period before it has been dispatched, we will refund you within 14 days of your cancellation notice.

We reserve the right to reduce your refund if an item has been handled beyond what is necessary to inspect it, or if it is returned used, damaged, incomplete or not in its original condition.

8. Exchanges

We do not currently offer direct exchanges.

If you would like a different item, please return your original order for a refund, where eligible, and place a new order on cangeroo.com.

9. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.

If an item is faulty, not as described or not fit for purpose, you may have additional rights under the Consumer Rights Act 2015.

10. Contact Us

If you have any questions about returns or refunds, please contact us:

Email: sales@cangeroo.com
Contact form: cangeroo.com/pages/contact-us