Refund & Returns Policy
Effective Date: 1 June 2025 Last Updated: 4 August 2026
Thank you for shopping with Europe Mark Ltd. This Return & Refund Policy explains your rights and the process for cancelling an order, returning an item, requesting an exchange, or reporting a faulty, damaged, or incorrect item.
This policy is intended to operate alongside applicable consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy limits or excludes your statutory rights.
1. DEFINITIONS
“Company”, “we”, “us” and “our” mean Europe Mark Ltd, 117 Oak Road, Luton, England, LU4 8AA, United Kingdom.
“Customer”, “you” and “your” mean the person purchasing goods through our website.
“Goods” or “items” mean products offered for sale through our website, including decorative replica swords, cosplay props and collectibles.
“Order” means a purchase submitted and accepted through our website.
“Website” means https://europemark.co.uk.
2. 30-DAY RETURN POLICY
In addition to your statutory rights, we offer a voluntary 30-day return period for eligible items. You may notify us that you wish to return an eligible item within 30 calendar days after the day on which you, or a person nominated by you other than the carrier, receives the item.
For an order delivered in multiple parcels on different dates, the 30-day period starts on the day after you receive the final item.
Eligible change-of-mind returns must be:
• Unused and unmodified;
• In resalable condition;
• Returned with all accessories, parts and documentation supplied; and
• Securely packaged, preferably in the original packaging where reasonably possible.
You may inspect an item as you would reasonably be permitted to do in a physical shop. We may make a lawful deduction from the refund if the item’s value has been reduced because it was handled beyond what was reasonably necessary to establish its nature, characteristics and condition.
3. ITEMS EXCLUDED FROM CHANGE-OF-MIND RETURNS
Unless an item is faulty, not as described, or another statutory right applies, the following items cannot be returned for change-of-mind reasons:
• Custom-made, personalised or engraved items produced to your specifications;
• Sealed items that are not suitable for return for genuine health-protection or hygiene reasons after the seal has been broken;
• Items that have been irreversibly mixed with other goods after delivery; and
• Any other item for which a cancellation exception applies under applicable law.
Sale and discounted items remain eligible for return on the same basis as full-price items unless a lawful exception stated above applies.
4. HOW TO REQUEST A RETURN
Please contact us before sending an item back so that we can identify your return and provide the correct instructions.
Contact us using one of the following methods:
Email: support@europemark.co.uk
Phone: +44 7584 560014
Live Chat: Available through our website
Please provide:
• Your full name and order number;
• The item you wish to return;
• The reason for the return; and
• Photographs of the item and packaging if it arrived faulty, damaged or incorrect.
After reviewing your request, we will provide return instructions and, where applicable, a Return Authorisation number. You retain any statutory right to cancel even if a Return Authorisation number has not yet been issued, provided that you clearly notify us within the applicable cancellation period.
5. CHANGE-OF-MIND RETURN COSTS
For an eligible change-of-mind return, the customer is responsible for the direct cost of returning the item to us. Return shipping is not free for change-of-mind returns.
We strongly recommend using a tracked and adequately insured delivery service and retaining the postage receipt until your refund has been completed. You are responsible for the item until it is delivered to our approved return address.
If an item is faulty, damaged, not as described, or incorrectly supplied, Europe Mark Ltd will cover the reasonable return cost in accordance with Section 6.
6. FAULTY, DAMAGED, NOT-AS-DESCRIBED OR INCORRECT ITEMS
If your item arrives faulty, damaged, not as described, or different from the item ordered, please contact us as soon as reasonably possible. Contacting us within 48 hours can help us investigate transit damage quickly, but failure to report within 48 hours does not remove your statutory rights.
Please provide your order number, details of the issue and clear photographs of the item and its packaging where possible. Please retain the original packaging while we investigate, as it may be needed for a courier claim.
Depending on the circumstances and your legal rights, we will offer an appropriate remedy, which may include:
• A repair;
• A replacement;
• A price reduction; or
• A full or partial refund.
Where a return is required because the item is faulty, damaged, not as described, or incorrectly supplied, we will provide a prepaid return method or reimburse reasonable return postage agreed with us in advance. Please do not pay for an unusually expensive return service without first obtaining our written approval.
7. EXCHANGES
Eligible items may be exchanged within 30 days of delivery, subject to availability.
For a change-of-mind exchange, you are responsible for the return shipping cost and any clearly disclosed delivery charge for sending the replacement item.
If the exchange is required because the original item was faulty, damaged, not as described, or incorrectly supplied, we will cover the reasonable return and replacement shipping costs.
If the requested replacement is unavailable, we will offer an alternative where appropriate or issue the refund to which you are entitled.
8. REFUNDS
Once we receive the returned item, we will inspect it and notify you of the outcome. Approved refunds will be issued to the original payment method. We aim to process approved refunds within 2–3 business days after inspection.
For a valid statutory cancellation, we will make the refund within the legally required period. We may withhold the refund until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first, where the law permits us to do so.
Where required by law, a cancellation refund will include the standard outbound delivery charge paid for the order. Any additional amount paid for an enhanced, express or non-standard delivery service is not refundable beyond the cost of our least expensive standard delivery option.
Your bank or payment provider may require an additional 3–5 business days to display the credit after we issue it. We do not charge a refund administration or restocking fee. This does not prevent a lawful deduction for diminished value caused by handling beyond what was reasonably necessary.
We cannot refund a return that has not reached us unless you provide acceptable evidence that it was sent or delivered, or applicable law requires otherwise.
9. CANCELLING AN ORDER BEFORE DISPATCH
If you wish to cancel an order before it is dispatched, contact us immediately at support@europemark.co.uk, by phone at +44 7584 560014, or through Live Chat.
If we can stop the order before dispatch, we will cancel it and issue the applicable refund. If the order has already been dispatched, you may exercise your cancellation and return rights under this policy and applicable law.
Custom-made, personalised or engraved items may not be cancellable once production has started, subject to applicable law.
10. UK CANCELLATION RIGHTS
If you are a UK consumer purchasing online, you generally have a statutory right to cancel an eligible order without giving a reason within 14 days after the day you receive the goods. You then generally have a further 14 days to send the goods back after notifying us of the cancellation.
Our voluntary 30-day return policy gives eligible customers additional time to request a return, but it does not replace or reduce statutory rights.
To exercise the statutory right to cancel, send us a clear statement by email, post, phone, Live Chat, or another method accepted on our website. You may use a statutory model cancellation form, but you are not required to use one.
11. EU/EEA RIGHT OF WITHDRAWAL
If you are a consumer located in the European Union or European Economic Area and the applicable law gives you a right of withdrawal, you generally have 14 days after receiving the goods to notify us that you wish to withdraw from an eligible distance purchase without giving a reason.
After notifying us, return the goods within the period required by applicable law. Unless the item is faulty, damaged, not as described, or incorrectly supplied, you are responsible for the direct cost of returning it.
We will refund eligible payments, including the cost of our least expensive standard delivery option where required by law, using the original payment method unless you expressly agree otherwise. We may withhold the refund until we receive the goods or you provide evidence that you sent them back, where permitted by law.
The withdrawal right does not apply to certain items, including qualifying custom-made or personalised goods and other lawful exceptions.
12. GIFT RETURNS
If an item was identified as a gift at purchase and sent directly to the gift recipient, we may offer store credit after receiving and inspecting an eligible return.
If the item was not identified as a gift, or was first delivered to the purchaser, any monetary refund will normally be issued to the original payment method used by the purchaser.
Gift returns do not reduce the original purchaser’s statutory rights.
13. RETURN ADDRESS
Only send a return after contacting us and receiving the correct return instructions.
Unless we provide a different approved return address for your order, authorised returns should be sent to:
Europe Mark Ltd 117 Oak Road Luton, England LU4 8AA United Kingdom
Clearly include your order number and any Return Authorisation number provided. Do not send an item to a manufacturer, overseas dispatch unit, courier depot, or another address unless our support team instructs you to do so in writing.
14. INTERNATIONAL RETURNS
Our 30-day voluntary return policy applies to eligible orders in countries to which we sell, unless different country-specific terms are clearly displayed before purchase.
For international change-of-mind returns, the customer is responsible for the direct return shipping cost. For faulty, damaged, not-as-described or incorrect items, contact us before returning the item so that we can arrange or approve an appropriate return method.
Customers are responsible for completing return customs documentation accurately. Marking the parcel as “Returned Goods” where appropriate may help prevent avoidable import charges. Any duties, taxes or fees will be handled in accordance with applicable law and the circumstances of the return.
15. STATUTORY RIGHTS
Nothing in this policy limits or excludes your statutory consumer rights. Under the Consumer Rights Act 2015, UK consumers may be entitled to remedies where goods are faulty, not of satisfactory quality, not fit for purpose, or not as described. Different remedies and time limits may apply depending on when the problem is reported and the circumstances of the purchase.
For independent information about UK consumer rights, you may contact Citizens Advice or another appropriate consumer-protection body.
16. CONTACT AND SUPPORT
Europe Mark Ltd Website: https://europemark.co.uk
Customer Support: support@europemark.co.uk
General Enquiries: info@europemark.co.uk
Sales: sales@europemark.co.uk
Phone: +44 7584 560014
Live Chat: Available through our website
Business Hours: Monday–Friday, 9:00 AM–4:00 PM UK time
Address: 117 Oak Road, Luton, England, LU4 8AA, United Kingdom
17. SATISFACTION COMMITMENT
Customer satisfaction is important to us. We aim to handle every eligible return, exchange and refund fairly, transparently and as quickly as reasonably possible. If you have any questions about whether your item qualifies, please contact us before sending it back.
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