Refund policy
Last updated: 28 October 2026
This Return and Refund Policy explains how you can return a product purchased from Cubect (cubect.com), how refunds are processed, and what your legal rights are. By placing an order on our website, you confirm that you have read and understood this policy. In this policy, “Cubect”, “we”, “us” and “our” refer to the company identified under Company Information at the bottom of this page, and “you” refers to the customer who placed the order.
This policy applies to orders delivered to addresses in the United Kingdom. It does not affect your statutory rights as a consumer.
1. Our 30-Day Return Promise
You may return most products for any reason within 30 calendar days of the date you receive them. This is longer than the 14 days required by law, and it applies whether or not the item is faulty.
- The 30-day period starts on the day after your order is delivered. Your tracking information is used to confirm the delivery date.
- To meet the deadline, you must notify us of your intention to return the item (see Section 3) within the 30 days. You then have a further 14 days to send the item back to us.
- Returns requested after the 30-day period are not accepted under this voluntary return promise. They may still be handled if the item is faulty or not as described (see Section 7).
2. Your Statutory Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel your order for any reason within 14 days of receiving your goods, without giving a reason. Our 30-day return promise includes and extends this right.
To cancel, clearly tell us of your decision by email to support@cubect.com, stating your name, order number, the item(s) you want to return, and the date you received them. You may use any clear statement. You do not need a specific form.
If your order was delivered in several parts, the cancellation period runs from the day you receive the last item.
3. How to Return an Item
- Contact us. Email support@cubect.com with your order number, the item(s) you wish to return, and your reason (optional). Include photos if the item is faulty, damaged or incorrect.
- Receive your return authorisation. We aim to reply within 1 business day with your return reference and return instructions. Please do not send items back without contacting us first, as unmarked parcels may be delayed or not matched to your order.
- Pack the item securely. Use the original packaging where possible, include all accessories, fittings, manuals and free gifts, and write your return reference on the outside of the parcel.
- Send it back using a tracked service. Keep your proof of postage until your refund has been confirmed.
- Send within 14 days of receiving your return authorisation.
4. Condition of Returned Items
To qualify for a refund, items must be:
- Unused, unwashed, unassembled (unless needed to inspect the item) and in the same condition in which you received them.
- In the original packaging, with all components, protective materials, labels and tags.
- Free from marks, damage, odours, pet hair or signs of use.
You are legally responsible for taking reasonable care of the goods while they are in your possession. You may handle and inspect the item as you would in a shop. If an item is returned in a worse condition because it has been handled beyond what is necessary to inspect it, we may deduct an amount from your refund that reflects the loss in value. We will tell you in writing if we do.
Lighting products: you may unbox and test a lamp or light fitting to check it works. Hard-wired fittings (ceiling lights, wall lights, pendants, chandeliers) that have been permanently installed, wired or modified are not eligible for return unless faulty. Please test or check compatibility before installation.
Blankets and throws: must be unused, unwashed and in original packaging or tagged condition.
5. Items That Cannot Be Returned
Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to some goods. Items that cannot be returned for change of mind include:
- Items made to your specification or clearly personalised.
- Sealed goods supplied for health or hygiene reasons that you have unsealed after delivery.
- Items that, after delivery, have been inseparably mixed with other items (for example, installed or permanently fixed).
- Gift cards and digital products.
Any product that is excluded will be clearly shown on its product page before purchase. Faulty, damaged or incorrectly supplied items are always covered by Section 7, regardless of this section.
6. Return Shipping Costs
- Change of mind: If you return an item because you changed your mind, you are responsible for the cost of returning it to us. This cost is not refunded.
- Faulty, damaged or incorrect items: We cover the reasonable cost of return shipping. Contact us first, and we will arrange a prepaid label or reimburse your reasonable postage costs on receipt of proof.
- Large or bulky items: Please contact us before returning, as these may need special packaging or collection. We will advise on the most cost-effective option.
- You are responsible for the item until it reaches us. We strongly recommend using a tracked and insured service. We cannot refund items lost or damaged on their way back to us if they were sent without proof of postage.
7. Faulty, Damaged or Incorrect Items
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If an item arrives damaged, faulty or different from what you ordered:
- Contact us as soon as possible, ideally within 7 days of delivery, at support@cubect.com with your order number and clear photos showing the problem and the packaging.
- Within 30 days of delivery, you have the legal right to reject the item and receive a full refund.
- After 30 days and within 6 months, if a fault is present, it is presumed to have existed at the time of delivery unless we can show otherwise. You are entitled to a repair or replacement. If we cannot repair or replace it in a reasonable time, or without significant inconvenience, you may claim a refund or price reduction.
- After 6 months, you may still have rights if you can show the fault was present at delivery.
- If we send the wrong item, we will arrange for the correct item to be sent or give a full refund, including the delivery costs you paid, at your choice.
Please keep all packaging until the issue is resolved. It may be needed for a carrier damage claim.
8. Refunds
- Processing time: Once we receive your return, we inspect it and email you to confirm the outcome. We process refunds within 14 days of receiving the returned goods, or of receiving evidence that you have sent them back, whichever is earlier. For a cancellation before shipment, we refund within 14 days of the cancellation.
- Refund method: Refunds are always issued to the original payment method used for the order (for example Visa, Mastercard, American Express, Apple Pay, Google Pay or Shop Pay). We do not issue refunds to a different method unless you ask us to and it is lawful to do so.
- Bank timing: After we issue a refund, your bank or card provider may take 5 to 10 business days to show it on your statement. This is outside our control. If you have not seen it after that time, please contact your bank and then us.
- Amount refunded: You receive the full price of the returned item(s). If you return all items in your order under your right to cancel, we also refund the standard delivery cost you paid. Free shipping is not charged to you and so is not refunded. If you chose a more expensive delivery type than our standard option, the extra cost is not refunded.
- Currency: Refunds are made in the same currency as the original payment (GBP).
- Discounts and promotions: If you used a discount code, the refund is for the amount you actually paid. If a return makes the order fall below the minimum spend required for a promotion, the promotional value may be adjusted.
- Partial refunds: A partial refund may be given where an item shows signs of use beyond inspection, is missing parts, or is returned in damaged packaging that affects its resale value.
- Refunds for returns not received: If a return is lost in transit and you have valid proof of postage, we will investigate with you and, where appropriate, issue your refund.
9. Exchanges
We do not offer direct exchanges. If you want a different item, size or colour, please return the original item under this policy and place a new order. This ensures the item you want is secured right away.
10. Cancelling an Order Before It Ships
You can ask to cancel your order before it is dispatched by emailing support@cubect.com as soon as possible with your order number. Orders are processed within 1 to 3 working days, so please contact us quickly. If the order has already been dispatched, you can still return it under this policy once it arrives.
11. Order Cancelled by Cubect
We may cancel an order if an item is out of stock, if there is a pricing or listing error, or if we cannot verify payment. If we cancel, we will tell you promptly and refund you in full to your original payment method within 14 days.
12. Items Lost or Delayed in Delivery
If your order has not arrived by the delivery date shown on your confirmation or tracking, please contact us at support@cubect.com. We will investigate with the carrier and either send a replacement or provide a full refund. Please allow us reasonable time to investigate, normally up to 10 business days.
13. Refused or Undelivered Parcels
If you refuse delivery or fail to collect a parcel that is returned to us, the order is treated as a return for change of mind. We refund the item price but may deduct the return carriage costs charged to us.
14. Right to Refuse or Limit Returns
We may refuse a return that does not follow this policy, such as items returned after the permitted period, items in unsuitable condition, or items not purchased from Cubect. We may also limit refunds where we find clear evidence of misuse of our returns process. We will always explain our decision in writing, and nothing here limits your statutory rights.
15. Complaints and Disputes
If you are unhappy with how we have handled your return or refund, please contact us at support@cubect.com and we will try to resolve it quickly and fairly. You may also seek help from Citizens Advice or use an alternative dispute resolution provider. If you paid by credit or debit card, you may have additional rights through your card provider.
16. Changes to This Policy
We may update this policy from time to time. The version in force at the time you place your order applies to that order. The date at the top of this page shows when it was last updated.
17. Contact Us
For any questions about returns or refunds, contact our customer service team using the details below.
Company Information:
Website Name: Cubect
Company Name: SH-Media
Address: Vergiliuslaan 20, 5926 SM, Venlo, Nederland
Chamber of Commerce (KvK): 52063178
VAT number: NL002199577B28
E-mail: support@cubect.com
Phone: +44 7460677254
Customer Service: Monday – Friday (9:00 Am – 6:00 Pm)
Saturday (10am –2pm) (UK time)
We aim to respond within 1 business day.