Returns & refunds

How do I return an item?

We would like you to be happy with your purchase but if you're not then we're here to help. If you would like to exchange an item or request a refund, please tell us within 30 days of receiving your order (subject to the exceptions below).

You can email us at crukorders@paragon-cc.co.uk or call 0300 123 4408 - just be sure to include details of your order to allow us to identify your purchase. Please note that items returned to us beyond 30 days will not be refunded, unless you are exercising your statutory rights.

Please return products by packing them securely (in the original packaging where possible) with a copy of your delivery note to:

CRUK Returns
Paragon
Unit 1A, Greenland Trade Park
Greenland Road
Sheffield
S9 5HG

Unless returning an item due to a fault (where we will provide you with freepost returns details), you will have to bear the direct cost of returning the goods. Please retain proof of postage when returning your items.

This page covers purchased items. If you'd like to return or query a donation, a suggested donation item, or a virtual gift ("Gifts with Impact"), see When will I receive a refund or replacement? below.

Cancelling your order

Please note that if you are not happy with your item for any reason and would like your money back or to exchange an item, you have a right to cancel your order (subject to the exceptions below) within 14 days after the day you received your order. More information on your right to cancel can be found in the "Cancelling your order" section of our website terms and conditions.

When will I receive a refund or replacement?

How and when we refund or replace an item depends on what you ordered:

1. Purchased Items
   Once we receive and accept the relevant items back, we will honour your request for either a refund or replacement. If you’re returning your whole order, we'll also refund the delivery costs you paid up to the amount charged for standard delivery.
   
   For replacements and exchanges, we'll send you your chosen replacement item if it's in stock. If there's a difference in price, we'll also arrange a refund or ask you to pay the difference as appropriate.
   
   Where you have not indicated a preference of a refund or replacement, we will issue a refund.
2. Suggested donation items
   For any items for which you made a donation (for example, World Cancer Day Unity Bands), we will honour your request to either:
   • Refund the delivery charges you paid, up to the amount charged for our standard delivery service; or
   • Send a replacement.
   
   Please note that we cannot offer a refund for any item where a suggested donation was made at the time the item was ordered, as this is a voluntary payment and not a payment for the item. Cancer Research UK is only permitted to return donations in limited circumstances if we can establish the making of the donation was a genuine mistake or there are other legal grounds for returning the donation.
3. Virtual gifts ("Gifts with Impact")
   A virtual gift, offered by us under the "Gifts with Impact" category, is a donation to Cancer Research UK sent as an ecard via email rather than a physical product, so there's no delivery charge to refund.
   
   If you've given us the wrong recipient email address, please contact us as soon as possible at crukorders@paragon-cc.co.uk, or call 0300 123 4408, and we’ll endeavour to correct the situation, although this may not always be possible.
   
   As with all donations, Cancer Research UK is only permitted to return donations in limited circumstances if we can establish the making of the donation was a genuine mistake or there are other legal grounds for returning the donation.

We will only process a refund or replacement request once we have received your returned items back, unless we have agreed otherwise.

What items are excluded from the returns and refunds policy?

Please note that we cannot exchange or refund the following items, unless faulty:

• pierced earrings and pierced body jewellery
• food, drinks and other perishable items
• personalised goods

We are also unable to exchange or refund the following items unless the following conditions have been met or they're faulty:

• underwear/lingerie and swimwear - unless either in the original, unopened packaging, or hygiene stickers are still in place and the item has been tried on over other underwear. See the product page for details of which condition applies.
• quilts, duvets and pillows unless the original packaging remains undamaged and unopened
• hats and hair accessories unless unworn and the tags still in place
• cosmetics, toiletries and towels – unless in a saleable condition with unbroken seals and packaging

We are also unable to refund suggested donations, "Gifts with Impact" virtual gifts and donations made at the checkout (see above).

If you haven't received your refund within 14 days of returning your items, please contact us.

We are not responsible for items returned to us by mistake, and cannot guarantee that incorrect items can be found or returned to you. Items returned to you will be subject to a delivery charge. If you realise items have been returned to us in error, please contact us immediately with your order details.