Refund & Returns Policy

europemark.co.uk

Effective Date: 1 June 2025  |  Last Updated: 01 Januray 2026

Thank you for choosing Europe Mark Ltd — your trusted destination for premium replica swords, cosplay props, and warfare collectibles. We are proud to serve sword enthusiasts, cosplayers, and collectors across the UK and beyond. This Return & Refund Policy has been crafted to be fully transparent, customer-first, and compliant with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Please read this policy carefully before making a purchase.

1. Interpretation & Definitions

The following definitions apply throughout this Policy:

  •  "Company", "We", "Us", "Our" refers to Europe Mark Ltd, 117 Oak Road, Luton, England, LU4 8AA, United Kingdom.
  • "Customer", "You", "Your" refers to any individual or legal entity purchasing Goods from our Website.
  • "Goods" refers to all items offered for sale, including replica swords, katanas, cosplay props, and warfare collectibles.
  • "Order" means a confirmed purchase request submitted by You on our Website.
  • "Website" refers to Europe Mark Ltd, accessible at https://europemark.co.uk. 

2. Return Eligibility

We accept returns under the following circumstances:

  • The item arrived damaged or defective.
  • The item received does not match your Order or its description (wrong item shipped).

Items That Cannot Be Returned

The following Goods are not eligible for return:

  • Items that have been used, assembled, displayed, or modified after delivery.
  • Custom-made or personalised items produced to your individual specifications.
  • Items unsealed after delivery where hygiene or safety makes a return unsuitable.
  • Sale or discounted items, unless faulty or not as described.
  • Items that have been irreversibly mixed with other goods after delivery.

Europe Mark Ltd reserves the right to refuse returns that do not meet the above eligibility criteria.

3. Return Window

You may request a return within 14 days of receiving your Order. This is in accordance with the Consumer Contracts Regulations 2013. The 14-day window begins from the date you, or a nominated third party (not the carrier), take physical possession of the Goods.

4. How to Initiate a Return

Please contact us before sending any item back. Items returned without prior authorisation will not be eligible for a refund, and Europe Mark Ltd will not be held responsible for any loss or damage incurred during unauthorised returns.

Simple Step-by-Step Return Process

  1. Contact Us — Reach out within 14 days of delivery via email at support@europemark.co.uk, phone at +44 7584 560014, or through our 24/7 Live Chat at europemark.co.uk/contact.
  2. Provide Your Details — Share your Order number, a clear description of the issue, and photographic evidence if the item is damaged, defective, or incorrect.
  3. Receive Your Return Authorisation — Our team will review your request and issue a Return Authorisation (RA) number along with detailed return instructions. Do not ship the item until you receive your RA number.
  4. Pack Securely — Repackage the item carefully in its original packaging, including all accessories, documentation, and components. Clearly mark your RA number on the outside of the parcel.
  5. Ship with Tracking — Send the item using a trackable and insured postal service. We recommend Royal Mail Tracked or an equivalent service. Return shipping costs are your responsibility, except where the item is damaged, defective, or incorrectly shipped.
  6. Confirmation & Processing — Once we receive and inspect the returned Goods, we will notify you by email and process your refund or exchange within 2–3 business days.

5. Damaged, Defective, or Incorrect Items

If your replica sword, cosplay prop, or collectible arrives damaged, defective, or is not what you ordered, we sincerely apologise. We will resolve the issue completely at no cost to you.

Report Promptly

  • Notify our support team within 48 hours of delivery at support@europemark.co.uk or via 24/7 Live Chat.
  • Provide your Order number, a clear description of the issue, and photographs of the damaged or incorrect item and its packaging.
  • Retain all original packaging — it may be required for a courier claim.

Our Resolution Commitment

  • We will arrange free return shipping and dispatch a replacement item at no additional cost to you.
  • If a replacement is unavailable, a full refund will be issued promptly to your original payment method.
  • Where damage occurred during transit, we will manage the courier claim on your behalf and expedite your replacement.

6. Incorrect Orders

Received the wrong cosplay accessory or replica sword? We will fix it swiftly and at no cost to you.

  • Contact us within 48 hours via our Contact page at europemark.co.uk/contact, providing your Order number and details of the incorrect item.
  • Retain the item and its original packaging intact.
  • We will ship the correct item immediately and provide a prepaid return label for the incorrect item.

7. Refunds

Your refund will be processed with full transparency and speed. Once your returned item is received and inspected, we will notify you of the outcome by email.

  • Approved refunds are credited to your original payment method within 2–3 business days of our approval.
  • Please allow an additional 3–5 business days for your bank or payment provider to process the credit.
  • No fees will be charged for issuing refunds.
  • We are unable to issue a refund for items not physically received, unless you provide confirmed proof of delivery via a tracking reference.
  • If your refund is overdue, please contact us at support@europemark.co.uk and we will investigate without delay. 

8. Flexible Exchange Programme

Want to swap your katana or collectible for a different item? Our 14-day exchange programme allows you to exchange for any product in our catalogue, subject to stock availability.

  • Follow the standard return process in Section 4 and indicate your preferred replacement item when contacting us.
  • For defective, damaged, or incorrectly shipped items, all exchange shipping costs are covered by Europe Mark Ltd.
  • For change-of-mind exchanges, return shipping is your responsibility, and standard outbound shipping charges apply for the new item. 

9. Order Cancellation Rights

You are entitled to cancel your Order within 14 days of placing it, without providing any reason, in accordance with the Consumer Contracts Regulations 2013. If your Order has already been dispatched, you will need to follow our return process upon receipt of the Goods.

To cancel an Order, contact us immediately via:

10. Gift Returns

If an item was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit for the value of the returned item once we have received and inspected the Goods.

If the item was not marked as a gift, or the gift giver had the Order shipped to themselves before passing it to you, the refund will be issued to the original purchaser.

11. Return Shipping Address

All approved returns must be sent to the following address:

Europe Mark Ltd
117 Oak Road
Luton, England, LU4 8AA
United Kingdom

We strongly recommend using a fully tracked and insured delivery service. Europe Mark Ltd cannot be held responsible for items lost or damaged during return transit.

12. Your Statutory Rights

This policy does not limit or affect your statutory rights under UK law. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or full refund for goods that are faulty, not as described, or unfit for purpose. These rights are in addition to our voluntary returns policy described above.

13. Contact & Support

Our dedicated support team is available around the clock to assist with any returns, refunds, or exchange queries. We are committed to resolving every issue quickly and fairly.

Europe Mark Ltd

14. Our Satisfaction Guarantee

At Europe Mark Ltd, your satisfaction is our highest priority. We stand behind every replica sword, cosplay prop, and warfare collectible we sell. Our return and refund process is designed to be simple, transparent, and stress-free — so you can shop with complete confidence. If you have any questions or concerns, please do not hesitate to reach out. We are always here to help.

© 2026 Europe Mark Ltd. All rights reserved.  |  europemark.co.uk