Refund policy

Return & Refund Policy

At Horrorcells, we want you to be thrilled with your purchase. If you are not entirely satisfied, we are here to help. Our policy is designed to be fair and compliant with UK consumer law.

1. Change of Mind (Your Right to Cancel)

Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods without giving a reason.

  • Notification: You must inform us of your decision to cancel by emailing Returns@Horrorcells.co.uk within this 14-day window.

  • Return Period: Once you have notified us, you have a further 14 days to return the item to us.

  • Condition: Items must be returned unused, in their original packaging, and in a resalable condition.

2. Faulty or Damaged Items

If your item is faulty, not as described, or damaged upon arrival, you are entitled to a full refund, repair, or replacement under the Consumer Rights Act 2015.

  • Within 30 Days: You can receive a full refund for faulty goods.

  • After 30 Days: We will offer a repair or replacement. If we cannot fix or replace the item, you may be entitled to a full or partial refund.

  • Notification: Please contact Returns@Horrorcells.co.uk with your order number and photos of the fault.

3. How to Start a Return

To start a return, please contact us at Returns@Horrorcells.co.uk

  1. Include your Order Number.

  2. State whether you are requesting a Refund or an Exchange.

  3. We will provide you with the return shipping address.

4. Shipping Costs

  • Change of Mind: You are responsible for paying the shipping costs for returning your item. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.

  • Faulty/Incorrect Items: We will cover the return shipping costs or provide a pre-paid label if the item is confirmed to be faulty or if we sent the wrong item.

5. Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed back to your original payment method within 14 days.

  • Please note that your bank or credit card company may take additional time to post the refund to your account.