Refund policy
We want you to be happy with your Maple purchase. If you've changed your mind about an item purchased online, you can return it to us for a refund, subject to the conditions below.
Please note: We do not offer exchanges for change-of-mind returns. If you would like a different size, colour or item, please return the original item for a refund and place a new order.
I've changed my mind. Can I return my order?
Yes. For most items purchased online, you have the right to cancel your order within 14 days of receiving it, without giving a reason.
Once you have notified us that you wish to cancel, you must return the item to us within 14 days.
Items should be returned in their original condition, unused and with all original packaging, labels and tags intact. Items should be suitable for resale and must not have been unnecessarily handled beyond what is needed to check the item.
Please complete our Returns Form as soon as possible to notify us of your wish to return. This helps us identify your return and process your refund as quickly as possible.
Please remember to include your name and order number inside your returns parcel.
If you are returning an item because you have changed your mind, return postage is the customer's responsibility unless the item is faulty, damaged or not as described.
Your statutory rights are not affected by this policy.
What items can't be returned if I've changed my mind?
Some items are excluded from the statutory cancellation right because of their nature. These include:
- Chocolate, confectionery and other perishable goods
- Personalised or bespoke items, including personalised ribbon and personalised ornaments
- Hygiene-sensitive items, such as earrings, face coverings and swimwear, where applicable, once the relevant hygiene seal or packaging has been opened
If personalised ribbon has been added to an otherwise returnable item, the cost of the personalised ribbon is non-refundable, but the eligible item itself may still be returned, provided it meets our returns conditions.
These exclusions do not affect your statutory rights where an item is faulty, damaged or not as described.
How do I return something?
- Complete our Returns Form.
- Package the item securely, preferably using its original packaging.
- Include your name and order number inside the parcel.
- Send the parcel to the returns address - 53 John Street, Porthcawl, CF36 3AY
- Keep your proof of postage until your return has been processed.
Once your return arrives with us, we'll check the item and process your refund as quickly as possible.
For change-of-mind returns, your refund will normally be made using the original payment method.
Damaged items
We're sorry if your order arrives damaged.
Please contact us by phone or email as soon as possible after receiving your order so that we can help resolve the issue. We may ask you to provide photographs of the damaged item and packaging to help us assess what has happened.
We may require the damaged item to be returned to us. Where the item is faulty or damaged, we will cover the cost of returning it either by providing an EVRI label or covering your cost of sending it back up to the value of £3.99.
Depending on the circumstances and your statutory rights, we may offer a replacement or refund.
Please keep the original packaging and the item until we have advised you what to do.
Faulty items
If an item is faulty or develops a fault, please contact us by phone or email as soon as possible and tell us your order number and details of the problem.
We can offer a replacement or full refund within 30 days of receipt of your order.
We may ask you to provide photographs or return the item to us so that we can assess the fault. We will cover the reasonable cost of returning faulty goods either by providing an EVRI label or covering your cost of sending it back up to the value of £3.99.
Proof of purchase
We may ask for your order number or other proof of purchase when dealing with a return, refund or faulty item.
No exchanges
We do not offer exchanges for change-of-mind returns.
If you require a different size, colour or product, please return your original item for a refund and place a new order.
If an item is faulty or damaged, this is treated separately under your statutory consumer rights and we may provide a replacement where appropriate.
In Store Returns Policy
Please note our online refund policy differs to our in store policy. Please visit our shops in Porthcawl for further information.
Your statutory rights
Nothing in this Returns & Refunds Policy affects your statutory rights as a consumer.
