Refund Policy

Last updated: 8 September 2026

Change of mind (14-day cooling-off)

You have the right to cancel your order within 14 days of delivery for a full refund, under the Consumer Contracts Regulations 2013. To exercise this right:

Email sam@splash37.com within 14 days of delivery with your order number and reason for return.
We will reply with a returns reference and the return address.
Send the item back to us within 14 days of notifying us, in its original packaging, unused, and in a resaleable condition.
Use tracked postage (we do not accept liability for items lost in return transit).
We will refund the original product price within 14 days of receiving the return (or earlier, at our discretion).

The original outbound delivery cost is non-refundable for change-of-mind returns. Return postage is at your cost.

Faulty, damaged, or wrong item

If your item arrives faulty, damaged, or not as described, you are entitled to a full refund (including original delivery cost and return postage) under the Consumer Rights Act 2015. Contact us within 30 days of delivery at sam@splash37.com with your order number and a photo of the issue; we will arrange a free return or send a replacement.

Items that cannot be returned

Sealed items that have been opened (for hygiene reasons, where applicable)
Custom-made or personalised items
Perishable goods
Items returned outside the 14-day window without prior agreement

Refunds & timing

Refunds are issued to your original payment method. Please allow 5–10 working days for the refund to appear on your statement, depending on your card issuer.

Contact

Yes Papa Ltd · 71-75 Shelton Street, London, WC2H 9JQ
Email: sam@splash37.com · Phone: +44 7931420543

Important: This refund policy is a template adapted for general merchandise e-commerce. It is not legal advice. Yes Papa Ltd should have a solicitor review this document before relying on it in any dispute.