Return & Refund

RETURNS, REFUNDS & WARRANTY POLICY

Yogi24 Limited — Online Store

Last updated: [12/09/2026]

This policy explains your rights and our process for warranty claims, faulty goods complaints, and no-fault returns. It should be read alongside our Terms and Conditions. Nothing in this policy limits your statutory rights as a consumer.

1. Manufacturer's Warranty

  1. Most products sold in our store are covered by a manufacturer's warranty.
  2. If a defect covered by the warranty appears, please contact us directly at office@yogi24.co.uk.
  3. Please keep your proof of purchase (receipt or invoice) and the original packaging for the duration of the warranty period, as these are required to process a warranty claim.

2. Checking Your Delivery

  1. Please inspect your parcel for damage before accepting delivery.
  2. If the packaging shows visible external damage, we recommend refusing delivery and contacting us immediately at +44 7751 701659 or office@yogi24.co.uk. Where possible, ask to open the parcel in the courier's presence — if damage is found, ask the courier to record this in writing, as it will support any later claim.

3. Faulty or Misdescribed Goods (Complaints)

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If a fault is found within 30 days of delivery, you are normally entitled to a full refund. If a fault appears between 30 days and 6 months after delivery, you are normally entitled to a free repair or replacement in the first instance; if this is not possible or does not resolve the issue, you may be entitled to a price reduction or refund. This is in addition to, and not limited by, the process below.

  1. To raise a complaint, send us the product along with a written statement describing the fault, your preferred outcome (repair, replacement or refund), your return address and, if a refund is requested, the account details for payment.
  2. We will confirm the outcome of your complaint by email or phone within 14 days of receiving the item.
  3. If your complaint is approved, we will repair the item, send a replacement, or issue a refund (as agreed with you) within 7 business days of that decision. Card payments are refunded to the original card.
  4. If your complaint is not approved, we will explain our reasons in writing and return the item to you at our expense within 14 business days.
  5. If you have any questions during this process, contact us at office@yogi24.co.uk or +44 7751 701659 and we will be happy to guide you through it.

4. Your 14-Day Right to Cancel (No-Fault Returns)

This section reflects your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. It applies to consumer purchases only — i.e. where you bought as an individual, not for purposes related to a trade, business or profession.

  1. You may cancel your order and return the goods within 14 calendar days of delivery, without giving a reason.
  2. To return a product: pack it securely, ideally in its original packaging with all contents, and include a written statement confirming you wish to return it, along with the account details for your refund.
  3. You may handle and inspect the goods as you reasonably would in a shop. However, if the goods show signs of use beyond this — for example, visible wear, missing parts or damage — we may deduct an amount reflecting the reduction in value from your refund. We will not refuse a valid return outright on this basis.
  4. We will inspect returned goods within 3 business days of receipt and confirm by email whether any value deduction applies and why.
  5. Your refund — less any deduction described in the point above, where applicable — will be issued within 14 days of us receiving the returned goods. Card payments are refunded to the original card.
  6. You are responsible for the direct cost of returning the goods, unless the goods are faulty or not as described, in which case Section 3 (Faulty or Misdescribed Goods) above applies instead.

4a. Special-Order Items (Awnings)

Awnings are not held in stock. Each one is ordered from the manufacturer specifically for your order, which is why delivery takes 2–7 working days.

  1. Your 14-day right to cancel described in Section 4 above still applies to awnings.
  2. Because a cancelled awning has to be sent back to the manufacturer, we can only take it back unused, complete and in its original, unopened packaging.
  3. You are responsible for the direct cost of returning the awning to us.
  4. A restocking deduction of up to 20% of the product price will be taken from your refund, reflecting the charge the manufacturer applies to us for taking the awning back.
  5. If the awning has been opened, part-assembled, fitted or drilled, its value is reduced further and we may deduct a corresponding amount from your refund, as described in Section 4 point 3.
  6. None of the above applies where the awning is faulty, damaged in transit or not as described. In that case Section 3 applies instead, and the return costs you nothing.

5. Incorrect Delivery Address

  1. Please double-check your delivery address before placing an order. If an incorrect address is provided and this results in the parcel being lost or delayed, we cannot be held responsible, though we will always try to assist in resolving the issue with the courier.

6. Returns and Complaints Address

Unless we advise you otherwise, please send returns and complaints to: [RETURNS ADDRESS TO BE CONFIRMED — should match the address used in the Terms and Conditions], together with your proof of purchase.

7. Contact Us

If you have any questions about a return, refund or warranty claim, contact us at office@yogi24.co.uk or +44 7751 701659, and we will guide you through the process.