Refund & Returns Policy – Posh Tag

Last updated: 16/10/2026

At Posh Tag, customer satisfaction is very important to us. This Refund & Returns Policy explains your rights and our procedures regarding returns, refunds and exchanges. Nothing in this policy affects your statutory rights under UK consumer law.

1. Returns eligibility

You have the right to cancel and return eligible items within 14 days of receiving your order, in accordance with the UK Consumer Contracts Regulations 2013.

To be eligible for a change-of-mind return:

• The item must be unused, unwashed and in original condition
• Any hygiene seal or original packaging must be unopened and intact
• Proof of purchase is required

Once you have told us you wish to cancel, please send the item back to us within 14 days.

2. Hygiene items — opened or used bedding

For hygiene and safety reasons, the following items cannot be returned once they have been opened, unsealed or used:

• Pillows
• Duvets
• Mattress toppers
• Mattress protectors and pillow protectors
• Any bedding product that has been opened, slept on or washed

If the item is still sealed and unopened, you may return it within the 14-day window as normal. This exclusion applies only once a hygiene seal has been broken or the product has been used.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

3. Faulty, damaged or incorrect items

If your item arrives faulty, damaged or incorrect, please contact us as soon as you can, and within 30 days of delivery, so that we can put it right quickly.

Please provide:

• Your order number
• Clear photographs of the issue and of the packaging

Once we have reviewed it, we will offer a replacement or a full refund, including the delivery you paid and the cost of returning the item to us.

Under the Consumer Rights Act 2015 you have 30 days to reject faulty goods for a full refund, and rights to a repair or replacement after that period. Photographs simply help us resolve things faster; they are not a condition of your statutory rights.

4. How to request a return

1. Email us at support@poshtag.co.uk, or call +44 7414 441213, Monday to Friday 9am to 5pm
2. Include your order number and the reason for the return
3. Our team will confirm the return address and the next steps

Please contact us before sending anything back, so we can make sure your return reaches the right place and is processed without delay.

5. Return shipping costs

• Change-of-mind returns: you are responsible for the cost of returning the item to us.
• Cancellations within 14 days: we will refund the price of the goods together with the basic outbound delivery charge you paid. If you chose a faster or upgraded delivery service, we refund the basic cost rather than the upgrade.
• Faulty, damaged or incorrect items: we cover return postage in full, and refund all delivery charges you paid.

6. Refunds

Once we receive and inspect the returned item:

• Refunds are processed within 5 to 7 business days, and in any case within 14 days of receiving the goods back
• Refunds are issued to the original payment method
• You will receive a confirmation email once the refund has been completed

7. Exchanges

We do not currently offer direct exchanges. If you need a different item, please return the original product (where eligible) and place a new order.

8. Late or missing refunds

If you have not received your refund:

• Check with your bank or payment provider first, as processing times vary
• Contact your card issuer
• If the issue persists, email support@poshtag.co.uk and we will chase it from our side

9. Cancellations

You can cancel an order at any time before dispatch by emailing us. After dispatch, please follow the return process above. Your 14-day right to cancel under the Consumer Contracts Regulations begins on the day you receive the goods.

10. Contact us

For any question about a refund or return:

Email: support@poshtag.co.uk
Phone: +44 7414 441213, Monday to Friday 9am to 5pm
Address: Posh Tag, Unit D4, Fieldhouse Industrial Estate, Rochdale OL12 0AA
Website: www.poshtag.co.uk