Last Updated: 4 November 2026

At HOLD Brighton, we want every purchase to be an enjoyable experience. Whether you’re shopping for beautiful homeware, candles, books, stationery, gifts or everyday lifestyle essentials, we want you to feel confident when placing an order with us.

We understand that sometimes a product may not be quite what you expected, an item may arrive damaged, or you may simply change your mind.

Our Returns & Refunds Policy explains how to request a return, cancel an eligible order, report damaged or incorrect products, and receive a refund.

As we serve customers across the United Kingdom, Europe, the United States and other international destinations, return arrangements and shipping costs may vary depending on your location, the products purchased and the applicable consumer protection laws.

We aim to make the process as clear and straightforward as possible.

Customer Support: customer-support@holdbrighton.com
Website: https://holdbrighton.com/

1. Our Returns Policy at a Glance

We want you to know what to expect when requesting a return.

• Change-of-mind returns: Eligible UK and EU/EEA consumer purchases generally benefit from a 14-day statutory withdrawal period, subject to applicable exceptions. Customers elsewhere may have additional rights under local law.
• Damaged or faulty products: Contact us so we can arrange an appropriate remedy in accordance with your legal rights.
• Incorrect items: If you receive a product different from what you ordered, we will investigate and arrange an appropriate resolution.
• Return shipping costs: These depend on the reason for the return, your location and the applicable law.
• International returns: Return shipping arrangements may differ between countries and products.
• Refunds: Approved refunds will be issued to the original payment method unless another arrangement is agreed and legally permitted.
• Return instructions: Please contact our support team before sending products back so we can provide the correct return details.

Nothing in this policy limits or excludes your statutory consumer rights.

2. Change-of-Mind Returns

We understand that shopping online is different from seeing and handling products in person.

For eligible purchases, customers may have a legal right to cancel their order without providing a reason.

United Kingdom

For most goods purchased online by UK consumers, the statutory cancellation period is 14 days from the day after you, or a person nominated by you other than the carrier, receives the goods.

Where a single order contains several items delivered separately, the cancellation period generally begins after the final item is received.

You must notify us of your decision to cancel before the applicable cancellation period expires.

Once you have notified us, you generally have a further 14 days to return the goods.

European Union and European Economic Area

Consumers in EU/EEA countries generally benefit from a 14-day withdrawal right for eligible distance purchases, subject to applicable exceptions and local legal requirements.

The withdrawal period usually runs from receipt of the goods.

Customers may exercise this right by sending us a clear statement of their decision to withdraw from the purchase.

United States and Other International Destinations

Consumer cancellation and return rights vary by country, state and product type.

Customers outside the UK and EU/EEA may have additional rights under applicable local legislation.

Where a statutory change-of-mind right does not apply, please contact our customer support team before returning an unwanted product. Any discretionary return must be authorised and will be subject to the conditions communicated by our team.

We will not refuse any return or remedy required by applicable consumer protection law.

3. How to Request a Return

If you would like to return a product, please contact our customer support team.

Email: customer-support@holdbrighton.com

Please include the following information:

1. Your order number.
2. Your full name and the email address used at checkout.
3. The product or products you wish to return.
4. The reason for the return, if applicable.
5. Photographs of the product or packaging where relevant to a damage, defect or incorrect-item claim.

You do not need to provide a reason when exercising an applicable statutory change-of-mind cancellation right.

Photographs are helpful when investigating damaged or incorrect products, but they are not an absolute requirement for exercising statutory rights.

Once we receive your request, our customer support team will review the details and provide the appropriate return instructions.

Important: Please do not send products to our Brighton business address unless our support team specifically confirms that it is the correct return destination.

Some products may need to be returned to a different authorised fulfilment or returns facility.

4. Return Addresses and Multiple Fulfilment Locations

HOLD Brighton works with product supply and fulfilment arrangements that may vary depending on the items ordered.

As a result, products may be dispatched from different locations, and the correct return destination may differ from the original shipping address or our business contact address.

To ensure your return is handled correctly, please contact us before posting any items.

We will provide the relevant return destination and instructions.

For orders containing multiple products, separate return parcels may occasionally be necessary.

We will explain any applicable requirements when responding to your return request.

Sending an item to an incorrect address may cause delays in processing your return.

However, our internal fulfilment arrangements do not reduce or replace any statutory rights you have against HOLD Brighton as the retailer.

5. Return Shipping Costs

Return shipping costs depend on the reason for the return, the delivery destination, product characteristics and applicable consumer law.

Because we deliver internationally, we do not apply a single fixed return shipping charge to all orders.

5.1 Change-of-Mind Returns

Where you exercise an eligible statutory change-of-mind cancellation right, you may be responsible for the direct cost of returning the goods, provided this responsibility was properly disclosed before purchase.

For customers outside the UK, return shipping costs may vary significantly depending on the country, parcel weight, dimensions and courier service.

We recommend using a tracked delivery service and retaining proof of postage.

For products that cannot normally be returned by post, any legally required information about return costs will be provided before purchase.

5.2 Faulty, Damaged or Incorrect Products

If a product is faulty, damaged, not as described or incorrectly supplied, we will provide an appropriate remedy in accordance with applicable consumer law.

Where the law requires us to cover return costs, we will arrange or reimburse reasonable return shipping expenses.

Depending on the circumstances, we may offer a prepaid return label, arrange collection or agree on a suitable return method.

Please contact us before paying for expensive international return shipping so that we can advise on the appropriate procedure.

5.3 International Return Costs

International return charges can vary due to:

• Country of origin and destination
• Parcel size and weight
• Courier availability
• Tracking and insurance requirements
• Customs procedures
• Product restrictions
• Return fulfilment location

Where customers are responsible for return shipping, the actual cost will depend on the selected or agreed shipping service.

We do not guarantee free international change-of-mind returns.

6. Conditions for Returning Products

When exercising a statutory change-of-mind cancellation right, customers may inspect and handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

We ask that returned products are packaged carefully to reduce the risk of damage during transit.

Where possible, please include the original packaging, accessories, manuals and other components supplied with the product.

If a product has been handled beyond what is necessary to inspect it, we may make a lawful deduction for any resulting reduction in value.

The absence of original packaging does not automatically remove a statutory cancellation right.

Additional conditions may apply to discretionary returns that are offered beyond the minimum requirements of consumer law. These conditions will be communicated before a discretionary return is agreed.

7. Products That May Be Excluded from Change-of-Mind Returns

Certain products may be excluded from statutory change-of-mind cancellation rights where the relevant legal conditions are met.

Examples may include:

• Products made to your specifications or clearly personalised.
• Goods that are liable to deteriorate or expire rapidly.
• Sealed products that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery.
• Other categories expressly exempted under applicable consumer law.

A product is not automatically excluded from cancellation simply because it has been opened, used or removed from its packaging.

The relevant statutory exception must apply.

These exclusions do not affect your rights where goods are faulty, misdescribed or otherwise fail to conform to the contract.

8. Damaged Products

We take care to ensure that products reach customers in good condition.

However, damage can occasionally occur during storage, handling or transportation.

If your order arrives damaged, please contact us as soon as reasonably possible.

Email: customer-support@holdbrighton.com

To help us investigate, please provide:

• Your order number
• A description of the damage
• Photographs of the affected product, where available
• Photographs of the outer packaging, where helpful

We will review the issue and explain the appropriate next steps.

Depending on the circumstances and your legal rights, remedies may include a replacement, repair, refund or another appropriate resolution.

You are not required to accept store credit instead of a refund to which you are legally entitled.

9. Faulty or Defective Products

If a product develops a fault or does not meet the standards required by applicable consumer law, please contact us.

For UK consumers, the Consumer Rights Act 2015 provides rights relating to goods that are faulty, not as described or not of satisfactory quality.

Depending on the circumstances, these may include a short-term right to reject, repair, replacement, price reduction or final right to reject.

For many faulty goods, UK consumers have a short-term right to reject within 30 days, subject to the statutory conditions.

Rights may continue beyond this period.

Customers in other countries may benefit from different or additional statutory guarantees.

We will assess claims in accordance with the applicable legal requirements.

10. Incorrect or Missing Items

If you receive the wrong product or an item is missing from your order, please contact our customer support team.

Some orders may be dispatched in multiple parcels, so items may arrive separately.

We recommend checking any available dispatch notifications before reporting a missing item.

If an item has been incorrectly supplied or omitted, we will investigate and provide an appropriate resolution.

Where we are responsible for an error, we will not require you to pay additional charges to correct it.

11. Exchanges

If you would like to exchange an item for a different colour, design or product, please contact us.

Exchange availability depends on the product, stock levels and relevant fulfilment arrangements.

For discretionary exchanges, additional delivery charges or price differences may apply where clearly agreed.

Where goods are faulty or otherwise fail to conform to the contract, any replacement remedy required by law will be provided without the charges prohibited by applicable consumer legislation.

If a direct exchange is unavailable, we may discuss an alternative resolution, including a return and separate purchase.

12. Refunds and Processing Times

Once a refund becomes due, we will process it within the applicable legal timeframe.

Statutory Change-of-Mind Refunds

For eligible UK and EU/EEA cancellations, refunds must generally be made within 14 days after we receive the returned goods or evidence that they have been sent back, whichever is earlier.

If goods have not yet been dispatched or do not need to be returned, different statutory timing rules may apply.

We may withhold reimbursement for returned goods until we receive the products or evidence of their return, as permitted by law.

Faulty or Incorrect Products

Refunds for faulty, damaged or incorrectly supplied goods will be handled according to the applicable statutory remedy and legal timeframe.

Refund Method

Refunds will generally be issued using the original payment method unless you expressly agree to another method and the arrangement is legally permitted.

After we issue a refund, your bank or payment provider may require additional time to display the funds in your account.

Currency Conversion

International refunds may be affected by exchange-rate movements or charges imposed independently by banks and payment providers.

We will refund the amount required under the applicable contract and consumer law.

13. Original Delivery Charges

Whether original delivery charges are refunded depends on the reason for the return and the applicable law.

Change-of-Mind Cancellations

For eligible statutory cancellations, we will refund the original standard outbound delivery charge where required by law.

If you selected a premium delivery service, such as express shipping, we are generally not required to refund the additional amount above the least expensive standard delivery option offered.

Faulty or Incorrect Goods

Where goods are faulty, misdescribed or incorrectly supplied, we will reimburse applicable delivery costs where required by law.

Partial Returns

Where only part of an order is returned, the refund of delivery charges will depend on the circumstances, the delivery arrangements and applicable consumer legislation.

We will assess such requests fairly and in accordance with your legal rights.

14. International Returns, Customs Duties and Import Taxes

HOLD Brighton serves customers across multiple international destinations.

International orders may be subject to customs duties, import VAT, local taxes and other charges depending on the destination and shipping arrangements.

14.1 Customs Duties and Taxes

For change-of-mind returns, customs duties and import taxes paid directly to customs authorities or third-party providers may not be refundable by HOLD Brighton.

Where applicable, customers may be able to request reimbursement from the relevant customs authority.

Any refund of duties or taxes collected by HOLD Brighton will depend on the applicable tax rules, the circumstances of the return and our legal obligations.

14.2 Returning Products Across Borders

International returns may require customs declarations and supporting shipping documents.

Please follow the return instructions provided by our support team to reduce the risk of unnecessary customs charges or delivery delays.

14.3 Customs Delays

Customs processing can affect the time required for a returned parcel to reach its destination.

Where a statutory refund deadline applies, customs delays will not automatically extend that deadline beyond what the law permits.

14.4 Returned or Refused International Deliveries

If an international shipment is refused, unclaimed or returned because of an address issue or unpaid import charges, please contact us.

We will review the circumstances, the information provided before purchase and the applicable consumer protection laws.

Any deductions for additional costs will only be made where they are lawful, reasonable and consistent with the terms properly disclosed to the customer.

We will not impose deductions that conflict with statutory cancellation or refund rights.

15. Lost Returns and Return Tracking

We recommend using a tracked shipping service when returning products.

Please retain your proof of postage and tracking details until the return has been resolved.

If your return appears to be delayed or lost, contact us with the available shipping information.

Responsibility for loss during return transit depends on the applicable law, the reason for the return and who arranged the return service.

We will not deny a statutory refund merely because goods have not arrived where the applicable law requires reimbursement upon receipt of evidence that the goods were sent back.

16. Orders Dispatched in Multiple Parcels

Some HOLD Brighton orders may contain products fulfilled from different locations.

As a result, your order may arrive in separate parcels with different tracking numbers or delivery estimates.

If you wish to return several products from the same order, please contact us before sending them back.

Our customer support team will explain whether the items can be returned together or require separate return arrangements.

The fact that items are fulfilled separately does not remove any applicable statutory cancellation rights.

17. Gifts and Gift Purchases

If you have purchased an item as a gift, the applicable return and cancellation rights generally belong to the person who entered into the purchase contract.

Gift recipients may contact us for assistance, although we may need authorisation from the original purchaser before processing certain refunds or disclosing order information.

Where a refund is due, it will generally be issued to the original payment method unless another arrangement is expressly agreed and legally permitted.

18. Sale and Promotional Items

Products purchased during sales, seasonal promotions or special offers remain protected by applicable statutory consumer rights.

A discounted product is not automatically excluded from a statutory change-of-mind cancellation right or from remedies for faulty goods.

Any additional voluntary return conditions for promotional purchases will be clearly communicated where applicable.

19. Order Cancellations Before Dispatch

If you wish to cancel an order before it is dispatched, please contact us as soon as possible.

Email: customer-support@holdbrighton.com

Include your order number and the email address used during checkout.

We will attempt to stop fulfilment where possible.

If the order has already been dispatched, you may still exercise any applicable statutory cancellation rights.

A product being processed or prepared for dispatch does not, by itself, remove a legal right to cancel.

20. Your Consumer Rights

Nothing in this Returns & Refunds Policy limits or excludes rights that cannot legally be restricted.

United Kingdom

UK consumers may benefit from protections under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

These include rights relating to faulty goods, goods not as described, distance-selling cancellations and refunds.

European Union and European Economic Area

EU/EEA consumers may benefit from statutory withdrawal rights and legal guarantees concerning product conformity, subject to applicable national rules.

United States

Consumer rights may differ between US states.

Where relevant state or federal laws apply to a transaction, we will comply with the applicable requirements.

Other Countries

Customers in other international destinations may have rights under local consumer protection legislation.

Where mandatory consumer protections apply, they take precedence over any conflicting provision in this policy.

21. How to Contact Us

If you have any questions about returns, refunds, cancellations, exchanges or damaged products, our customer support team is here to assist.

HOLD Brighton

Brighton
BN1 1RD
United Kingdom

Email: customer-support@holdbrighton.com

Website: https://holdbrighton.com/

Please include your order number whenever possible so we can identify your purchase and respond efficiently.

Our Brighton address is our published business contact address and should not be treated as a returns warehouse unless we expressly confirm it as the correct return destination.

22. Changes to This Policy

We may update this Returns & Refunds Policy to reflect changes in our products, fulfilment arrangements, business operations or applicable legal requirements.

Any updates will be published on this page with a revised date.

Changes will not retrospectively remove statutory rights or alter existing contractual rights unlawfully.

We encourage customers to review the policy before placing an order.

HOLD Brighton — Thoughtful Living, Beautifully Considered.

We appreciate every customer who chooses to shop with us. Whether you’re ordering from Brighton, elsewhere in the UK, across Europe or further afield, we aim to make your shopping experience clear, fair and enjoyable.

For assistance with an order or return, contact customer-support@holdbrighton.com.