Refund policy

Return and Refund Policy

Last Updated: October 2026

Thank you for shopping at eggy.com. We want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help.

This policy details your statutory rights regarding cancellations, returns, and refunds under UK consumer protection laws.

1. Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days without giving any reason.

  • Cancellation Window: The cancellation period expires 14 days from the day on which you (or a third party designated by you) physically take possession of the goods.
  • How to Cancel: To exercise your right to cancel, you must inform us of your decision by a clear statement (e.g., via email or using our contact form) prior to the 14-day window expiring.
  • Returning the Goods: Once you notify us of your intent to cancel, you have a further 14 days to return the item(s) to us.

2. Conditions for Returns (Change of Mind)

To be eligible for a refund under the 14-day cooling-off period:

  • Goods must be returned complete, with all original packaging, components, accessories, and documentation.
  • You are permitted to handle and inspect the item as you would in a physical retail shop to establish its nature, characteristics, and functioning.
  • Deductions for Diminished Value: If the item shows signs of excessive handling, installation, assembly, modification, or damage beyond reasonable inspection, we reserve the right to reduce the refund amount to cover the loss in commercial value.

Non-Refundable / Exempt Items

Unless faulty, we cannot accept returns for:

  • Bespoke, custom-built, or personalized products.
  • Unsealed software, digital items, or items where hygienic security seals have been broken.

3. Return Shipping Costs

  • Change of Mind: Unless otherwise specified, you will be responsible for paying the direct cost of returning the goods to us. We strongly recommend using a tracked and insured shipping service, as we cannot accept responsibility for items damaged or lost in transit back to us.
  • Faulty / Incorrect Goods: If the return is due to an error on our part or because the item is faulty/damaged, we will cover or reimburse reasonable return shipping costs.

4. Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, all goods supplied must be of satisfactory quality, fit for purpose, and as described.

  • Within 30 Days: If your product develops a fault within 30 days of delivery, you are entitled to an immediate full refund or a replacement.
  • 30 Days to 6 Months: If a fault develops after 30 days but within 6 months, you must give us one opportunity to repair or replace the item. If a repair or replacement is not possible or unsuccessful, you are entitled to a full refund or price reduction.
  • Transit Damage: Please inspect your order upon delivery. If any goods arrive damaged, please notify us within 48 hours where possible so we can file a claim with our courier.

5. Refunds Process

  • Method: Refunds will be issued using the same payment method used for the original transaction unless expressly agreed otherwise.
  • Standard Delivery Charges: If you cancel your entire order within the statutory 14-day cooling-off period, we will refund the full cost of the item plus the cost of our standard outbound delivery. Enhanced delivery options chosen at purchase (e.g., Express or Saturday delivery) will only be refunded at the standard rate.
  • Processing Time: Refunds will be processed within 14 days of us receiving the returned goods, or within 14 days of receiving proof that you have sent the goods back.

6. How to Initiate a Return

  1. Contact Us: Email our support team at support@eggy.com with your order number, details of the product, and reason for return.
  2. Package the Item: Securely wrap the item in its original packaging along with all cables, accessories, and documentation. Include your name and order number inside the package.
  3. Dispatch: Send the parcel to our specified return address provided by our support team.
  4. Confirmation: Once received and inspected, we will notify you via email regarding the approval and status of your refund.

7. Contact Us

If you have any questions concerning our Return and Refund Policy, please reach out to us: