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Refund policy

Refund and Return Policy

Last updated: 6 May 2026

Your rights under this policy are in addition to your statutory rights as a consumer under UK and EU law. Nothing in this policy limits or excludes those rights.

1. Your Right to Cancel (14-day cooling-off period)

If you are a consumer based in the United Kingdom or European Union, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

The cancellation period expires 14 days after the day you (or a third party nominated by you) take physical possession of the goods. To exercise this right, you must inform us of your decision to cancel by a clear written statement (email is sufficient) sent to info@steinberg14.co.uk, including your order number and contact details.

Effects of cancellation

  • We will reimburse all payments received from you, including the original standard delivery costs (except any supplementary costs if you chose a delivery type other than standard).
  • The reimbursement will be issued within 14 calendar days from the day we receive the returned goods back, or proof you have sent them — whichever is earlier.
  • Refunds are issued to the original payment method.
  • You must return the goods within 14 days of notifying us of cancellation.
  • You bear the direct cost of returning the goods, unless the item is faulty, damaged, or incorrect.

2. Extended 30-day return window (voluntary)

In addition to your statutory 14-day cooling-off period, we voluntarily offer an extended return window: you may return any eligible item within 30 days of receipt for a refund. To qualify:

  • The item must be unused, undamaged, and in its original packaging with all components and accessories included
  • Proof of purchase (order number or receipt) is required

3. How to Return an Item

  1. Email info@steinberg14.co.uk with your order number and the reason for return.
  2. We will confirm whether your return is accepted and provide you with the return address — this will be either our United Kingdom address or our Latvia address, depending on stock routing and which is most efficient for your order.
  3. Pack the item securely and ship it to the address we provide. Please use a tracked service — we cannot be held responsible for parcels lost in return transit.
  4. Items sent without prior contact and a confirmed return address will not be accepted.

4. Damages and Issues ★

Please inspect your order upon reception and contact us immediately at info@steinberg14.co.uk if your item is damaged, defective, or you received the wrong product, with your order number and photos of the issue. In such cases:

  • We will arrange a replacement, repair, or full refund at no cost to you
  • We will cover the return shipping cost
  • This applies in addition to your statutory rights under the UK Consumer Rights Act 2015 and EU consumer law

5. Exchanges ★

The fastest way to ensure you get the item you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. This ensures you receive the replacement quickly without depending on stock availability at the time of exchange.

6. Items That Cannot Be Returned ★

The following items are exempt from the 14-day cooling-off period under UK and EU law:

  • Custom-made or personalised products (such as special orders)
  • Products sealed for hygiene reasons that have been unsealed after delivery
  • Goods that deteriorate or expire rapidly
  • Hazardous materials, flammable liquids, or gases ★
  • Gift cards

Sale and discounted items are returnable under the same terms as full-price items.

If you are unsure whether your specific item is returnable, please contact us before initiating a return.

7. Refunds ★

Once we receive and inspect your returned item, we will notify you of the refund decision. If approved:

  • Statutory cancellations (14-day cooling-off): refunded within 14 calendar days of receipt of the returned goods
  • Voluntary 30-day returns: refunded within 14 business days of receipt of the returned goods
  • Refunds are issued to the original payment method

Please remember it can take additional time for your bank or card issuer to process and post the refund. If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at info@steinberg14.co.uk. ★

8. Contact

Questions about returns or refunds: Email: info@steinberg14.co.uk Phone: +371 25 669 914 Business address: SIA Lurpe, Mednieku iela 4A, Rīga, LV-1010, Latvia