Legal
Refund Policy
Last updated: 10/06/2026
We want you to be completely satisfied with your FORBAY purchase. This Refund Policy explains when you are entitled to a refund and how refunds are processed.
1. Statutory right of cancellation
If you are a UK consumer, you have the right to cancel your order within 14 days of receiving the goods without giving any reason, under the Consumer Contracts Regulations 2013. To exercise this right, contact us via our Contact page or initiate a return through your account.
2. Eligibility for a refund
Items must be returned within 30 days of delivery, unused, in their original packaging and with any tags or accessories. We reserve the right to reduce the refund amount to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
3. How to request a refund
Start a return from your account or via the Contact page. We will provide return instructions and, for UK orders, a prepaid return label. You are responsible for keeping the goods in good condition until they reach us.
4. Processing time
Once we have received and inspected the returned goods (usually within 2 business days of receipt), we will issue your refund to the original payment method within 5–10 business days. Card issuers may take additional time to display the credit on your statement.
5. What is refunded
We refund the price you paid for the returned items plus the standard outbound delivery charge (where you have returned the entire order). Express delivery upgrades are non-refundable. Return shipping is free for UK orders; international customers are responsible for return shipping costs.
6. Non-refundable items
The following items cannot be refunded unless faulty: custom-made or personalised products, opened hygiene or consumable items, opened cleaning solutions, downloadable digital content and gift cards.
7. Faulty or incorrect items
If your item arrives faulty, damaged or different from what you ordered, contact us within 30 days. We will arrange a free return, repair, replacement or full refund as appropriate, in line with the Consumer Rights Act 2015.