Refund policy
Last updated: 6 October 2026
This Returns & Refunds Policy applies to purchases made through pippoppy.co.uk. The online store Pip & Poppy is operated by LUDMILA KONS LTD.
1. 14-Day Return Policy
We offer a 14-day return period starting from the day on which you, or a person designated by you, receive the product.
For most goods purchased online, you have a statutory right to cancel your purchase within 14 days after the day on which the goods come into your physical possession, subject to the exceptions provided by applicable UK law.
After this statutory cancellation period, our voluntary returns policy extends the overall return period to 14 days from receipt of the product.
To request a return, please contact our customer support team at support@pippoppy.co.uk before the applicable return period expires.
Please provide your full name, order number and details of the product or products you wish to return.
When exercising your statutory right to cancel, you do not need to provide a reason.
2. Condition of Returned Products
During the statutory cancellation period, you may inspect and handle the product only to the extent reasonably necessary to establish its nature, characteristics and functioning, in a similar way to what would reasonably be permitted in a physical shop.
If the product has been handled beyond what is necessary for this purpose, we may be entitled to make a deduction from the refund to reflect any reduction in its value, where permitted by law.
For returns made after the statutory cancellation period but within our voluntary 30-day return period, the product must be:
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unused, except for reasonable inspection or trying on;
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clean, undamaged and free from odours, stains or other signs of use;
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returned with its original labels or tags, where these were attached when delivered;
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returned in its original packaging where reasonably possible, or otherwise securely packaged to protect it during transit.
We may refuse a return made under our voluntary returns policy if these conditions are not met.
This does not affect your statutory rights where goods are faulty, damaged, not as described or otherwise do not conform to the contract.
3. How to Make a Return
To return an item:
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Email support@pippoppy.co.uk with your order number and details of the product or products you wish to return.
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Wait for our return instructions and confirmation of the correct address to which the goods should be sent.
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If you are exercising your statutory right to cancel, send the goods back without undue delay and no later than 14 days after informing us of your decision to cancel.
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Keep your proof of postage and tracking information until your return has been fully processed.
Requesting return instructions in advance helps ensure that your parcel is sent to the correct location and does not restrict your statutory right to cancel.
Do not send returns to our registered office address.
Our registered office is an administrative address and is not a returns facility.
The applicable returns address may differ depending on the fulfilment location responsible for your order. The correct address and return instructions will be provided by our customer support team.
4. Return Costs
Where a return is made because you have changed your mind, selected the wrong size or colour, or for another reason that is not the result of a fault or error on our part, you will normally be responsible for the direct cost of returning the goods, where this has been communicated to you as required by law.
We strongly recommend using a tracked delivery service and retaining proof of postage.
If the product is faulty, damaged on arrival, not as described or you have received the wrong item, we will handle the matter in accordance with your statutory rights.
Where we require faulty or incorrect goods to be returned, reasonable return costs will be borne by us as required by applicable law.
Please contact us before sending the goods so that we can provide the appropriate instructions.
5. Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged or different from what you ordered, please contact support@pippoppy.co.uk as soon as possible.
Where relevant, please provide:
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your order number;
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a description of the issue;
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photographs or video showing the product, problem, packaging and/or shipping label.
We may request this information where reasonably necessary to investigate and resolve the issue.
Products sold by Pip & Poppy must meet the standards required by applicable UK consumer law, including requirements relating to satisfactory quality, fitness for purpose and conformity with their description.
Depending on the circumstances, you may be entitled to a refund, repair, replacement, price reduction or other remedy under the Consumer Rights Act 2015.
6. Your Rights for Faulty Goods
Under the Consumer Rights Act 2015, consumers may have a short-term right to reject goods that do not conform to the contract.
In most cases, this short-term right to reject lasts for 14 days, subject to the specific rules and exceptions provided by law.
Where the short-term right to reject does not apply or has expired, you may have the right to request a repair or replacement.
Any repair or replacement required by law must be provided within a reasonable time, without significant inconvenience to the consumer and at no necessary cost to the consumer.
Where repair or replacement is unavailable, unsuccessful or cannot be provided within the requirements of the law, you may, depending on the circumstances, have the right to a price reduction or final rejection of the goods.
For certain remedies under the Consumer Rights Act 2015, where goods fail to conform to the contract within the first six months after delivery, they are generally treated as having failed to conform at the time of delivery unless it is established otherwise or that presumption is incompatible with the nature of the goods or the fault.
These statutory rights are separate from and are not limited by our voluntary 30-day returns policy.
Normal wear and tear, accidental damage, misuse, improper care or damage caused by failing to follow product instructions will not normally be treated as a fault that existed when the goods were supplied.
7. Refunds
Where you validly exercise your statutory right to cancel, we will refund the payments due under applicable law.
Where goods are being returned and we have not offered to collect them, we may withhold the refund until:
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we receive the goods back; or
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you provide evidence that you have sent the goods back,
whichever occurs first.
Once the applicable refund obligation arises, reimbursement will be made without undue delay and within the period required by UK law.
Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree otherwise.
You will not be charged a fee solely for receiving the refund from us.
Your bank, card issuer or payment provider may require additional processing time before the refunded amount appears in your account.
Where standard delivery was provided free of charge, there is no separate standard delivery charge to refund.
Where you expressly selected a delivery method that was more expensive than the least expensive standard delivery option offered by us, we are not required to refund the additional amount paid for the upgraded delivery service.
8. Discounts and Partial Returns
Where only part of an order is returned, the refund will normally be calculated based on the amount actually paid for the returned product, taking into account any discount applied to the order.
Where a promotion or discount depended on purchasing a particular number or combination of products, any refund will be calculated in accordance with the promotional terms presented at the time of purchase and your statutory consumer rights.
Where returning part of an order means that the remaining order would no longer have qualified for a promotional discount, this may be reflected in the refund calculation where permitted by law and clearly provided for in the promotional terms.
9. Exchanges
We generally process exchanges as a return followed by a new order.
Please contact support@pippoppy.co.uk before returning your product so that we can provide the appropriate instructions.
Depending on stock availability and the circumstances, we may offer an alternative solution.
This procedure does not limit any statutory rights you may have in relation to faulty or non-conforming goods.
10. Cancelling an Order Before Delivery
If you wish to cancel an order, please contact us as soon as possible at support@pippoppy.co.uk.
We will make reasonable efforts to stop the order from being prepared or dispatched.
However, this may not be possible if processing or dispatch has already begun.
Where an order can no longer be stopped before delivery, you may still be able to exercise your statutory right to cancel in accordance with applicable law and this Returns & Refunds Policy.
Your statutory rights remain unaffected.
11. Exceptions to the Right to Cancel
The statutory right to cancel does not apply in certain circumstances provided for by UK law.
Examples may include:
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goods made to the consumer's specifications or clearly personalised;
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sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery;
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goods that are liable to deteriorate or expire rapidly;
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goods that become inseparably mixed with other items after delivery;
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sealed audio, video or computer software products where the seal has been broken, where applicable;
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digital content that is not supplied on a tangible medium where performance has begun after the consumer has provided the required express consent and acknowledgement that the right to cancel will be lost.
Any exception will only be applied where the legal requirements for that exception are met.
Nothing in this section limits your statutory rights where a product is faulty, damaged, not as described or otherwise fails to conform to the contract.
12. Model Cancellation Form
You may use the wording below to notify us that you wish to cancel your contract.
You are not required to use this form. You may instead send any clear statement communicating your decision to cancel.
To: Pip & Poppy / LUDMILA KONS LTD
Email: support@pippoppy.co.uk
I hereby give notice that I cancel my contract for the purchase of the following product(s):
Product(s): __________________________________________
Order number: _______________________________________
Order date: __________________________________________
Date received: _______________________________________
Customer name: ______________________________________
Customer address: ____________________________________
Date: _______________________________________________
Signature (only if this form is submitted on paper): ______________________
13. Contact Us
Pip & Poppy
Operated by LUDMILA KONS LTD
Company Registration Number: 17500066
Registered Office Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: support@pippoppy.co.uk
Website: pippoppy.co.uk
Important: the registered office address above is an administrative address and must not be used for product returns.
For the correct returns address and applicable return instructions, please contact our customer support team at support@pippoppy.co.uk before sending your parcel.