Refund policy

Returns, cancellations and refunds

For help with an order, email letsgetslushy@civic.work with your order number and checkout email address.

Changing your mind

For UK online purchases, you can tell us you wish to cancel within 14 days after receiving your goods, without giving a reason. You then have a further 14 days to send the goods back. A clear cancellation request by email is sufficient; you do not need to wait for approval to exercise your cancellation right.

Our returns address is LetsGetSlushy, 56 Evelyn Gardens, London, SW7 3BH, United Kingdom. Contact us for return instructions before posting your parcel. Do not send a return to the address on the original parcel unless we confirm it is the correct returns address.

You are responsible for the direct cost of returning change-of-mind purchases. Please use suitable packaging and keep proof of postage. You may inspect the goods as you would in a shop; we may deduct a reasonable amount for loss of value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

Damaged, faulty or incorrect items

Tell us as soon as possible if your item arrives damaged, faulty, incomplete or different from what you ordered. Include your order number and, where possible, photos of the item and packaging. We will arrange an appropriate remedy and cover reasonable agreed return costs where the goods are faulty or incorrect. Your legal rights are not restricted by this policy or by our supplier's internal procedures.

Refunds

For eligible cancellations, we will refund the item price and the cost of standard outbound delivery. Any extra amount paid for premium delivery is not refundable as part of a change-of-mind cancellation.

Refunds go to the original payment method. We will make an eligible cancellation refund within 14 days after receiving the returned goods or evidence that you sent them back, whichever is earlier. Your payment provider may need additional time to show the money in your account.

Cancelling before dispatch

Email us promptly if you want to cancel or change an order. We will try to stop dispatch where possible. If it has already shipped, we will explain the applicable cancellation and return process.

This policy does not limit your statutory rights, including rights relating to faulty, misdescribed or undelivered goods.