Returns, Refunds and Exchanges Policy

Last updated: 17 August 2026

We want you to be happy with your Sample Drop purchase. This policy explains how to cancel an order, return an unwanted product or report an item that is faulty, damaged or incorrectly described.

Nothing in this policy limits your statutory consumer rights.

Cancelling or returning an unwanted item

For purchases made through SampleDrop.co.uk, you may cancel your order without giving a reason from the date you place it until 14 days after receiving your goods.

If an order is delivered in separate parcels, the 14-day period begins when you receive the final parcel.

After telling us that you wish to cancel, you have a further 14 days to return the goods.

To notify us, email awesome@sampledrop.co.uk with:

• Your name

• Your order number

• The product you wish to return

• A clear statement that you wish to cancel or return the item

You do not have to provide a reason for a change-of-mind return. We recommend contacting us before sending anything so that we can provide the correct instructions, but your statutory rights do not depend on receiving a return authorisation number.

Condition of returned products

You may inspect and try an item in the same way that you reasonably could in a shop.

Please take reasonable care of products while they are in your possession. Where applicable:

• Clothing should only be tried on and must not be worn for extended periods, washed or altered.

• Footwear should only be tried on indoors.

• Products should be returned with their tags, accessories and packaging wherever reasonably possible.

• Products should be free from marks, odours, pet hair and other signs of use beyond what is necessary to inspect them.

We may reduce the refund if handling beyond what would reasonably be permitted in a shop has diminished the product’s value. Missing or damaged packaging will not automatically prevent a return, although a deduction may be made where it has materially reduced the product’s value.

Return postage

For an unwanted item or change-of-mind return, you are responsible for the direct cost of returning the goods to us.

Please package the product securely and use a tracked or insured service appropriate to its value. Keep your receipt and proof of postage until your refund has been completed.

Send returns to:

Sample Drop
Norfolk Tower
48–52 Surrey Street
Norwich
NR1 3PA
United Kingdom

Please include your name and order number inside the parcel.

Refunds

Once your return has been received, we will inspect it and confirm the outcome by email.

For a valid cancellation, we will issue the refund without undue delay and no later than 14 days after receiving the returned goods or receiving satisfactory evidence that you have sent them back, whichever occurs first.

Refunds will be made to the original payment method. Your bank or payment provider may require additional time to place the funds into your account.

If you cancel and return your entire order, we will also refund the cost of our least expensive standard delivery option. Additional amounts paid for express, timed or upgraded delivery are not refundable beyond the cost of standard delivery.

Original delivery charges are not normally refunded when only part of an order is returned.

We do not charge cancellation or restocking fees.

Faulty, damaged, incorrect or misdescribed products

Please inspect your order after delivery. If an item is damaged, faulty, not as described or different from what you ordered, contact awesome@sampledrop.co.uk as soon as reasonably possible.

Include your order number and a description of the problem. Photographs are helpful and may allow us to resolve the matter more quickly, but they are not an absolute condition of your statutory rights.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. In most cases, you have a short-term right to reject faulty goods within 30 days of delivery and receive a refund.

After 30 days, you may be entitled to a repair or replacement. If this is unavailable, unsuccessful or cannot be provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or final right to reject the goods.

Where goods are faulty, damaged on arrival, incorrectly supplied or misdescribed, Sample Drop will cover the reasonable cost of returning them. Please contact us before paying for return postage so that we can provide a label or agree appropriate arrangements.

Sample, sale and Outlet products

Products sold as samples, discounted products, sale products and items purchased from The Outlet have the same statutory rights as full-price products.

Some sample or Outlet products may have cosmetic marks, packaging differences or other specific imperfections. Where a particular imperfection has been clearly disclosed before purchase, that disclosed issue will not normally make the product faulty or misdescribed. Your rights remain unaffected in relation to any other fault or issue that was not disclosed.

Some sample, ex-display or Outlet products may not include a manufacturer’s warranty. This does not affect your statutory rights against Sample Drop as the retailer.

Products that cannot be returned for change of mind

The statutory right to cancel may not apply to:

• Products made to your specifications or clearly personalised

• Products liable to deteriorate or expire rapidly

• Sealed products that are not suitable for return for health or hygiene reasons once the seal has been broken

• Any other product excluded from cancellation under applicable consumer law

These exclusions do not remove your rights where a product is faulty, damaged, misdescribed or incorrectly supplied.

Sale, clearance and Outlet products are not excluded merely because they have been discounted.

Exchanges

Because many Sample Drop products are samples, end-of-line products or limited-stock items, direct exchanges may not always be possible.

For a change-of-mind exchange, the quickest option is usually to return the unwanted item for a refund and place a new order. We cannot guarantee that another size, colour or product will remain available while a return is in transit.

This does not affect any right you may have to request a replacement for a faulty product.

International returns

Unless the goods are faulty, incorrectly supplied or misdescribed, customers outside the United Kingdom are responsible for return postage.

Import duties or taxes paid directly to a customs authority or delivery company are not controlled by Sample Drop and may need to be reclaimed from the relevant authority. Any mandatory consumer rights applying in the customer’s country remain unaffected.

Contact us

If you have any questions about a return, refund or faulty product, contact:

Email: awesome@sampledrop.co.uk

Postal address:
Sample Drop
Norfolk Tower
48–52 Surrey Street
Norwich
NR1 3PA
United Kingdom

Optional cancellation form

You may use the wording below to cancel your order, although you do not have to use this form:

To: Sample Drop, Norfolk Tower, 48–52 Surrey Street, Norwich, NR1 3PA, United Kingdom
Email: awesome@sampledrop.co.uk

I hereby give notice that I cancel my contract for the purchase of the following goods:

Goods:
Order number:
Ordered on/received on:
Customer’s name:
Customer’s address:
Date: