Refund policy
At Aploomb, we stand behind every product we sell, for customers in the United Kingdom, the United States and France alike.
We have a 30-day return policy: you have 30 days after receiving your item to request a return. Once your return is approved, you have 14 days from the approval date to send the item back to us. On top of this, customers in the UK and France have the legal rights described below, and nothing on this page reduces them.
Right to cancel — United Kingdom (14 days)
If you are a consumer in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order for any reason, without giving one, within 14 days of the day you receive your goods. To cancel, tell us clearly by email at contact@aploomb.com, or use our cancellation form. You then have a further 14 days to send the goods back.
We will refund the price you paid, including standard delivery (which is free, so there is no delivery charge to refund), within 14 days of receiving the goods back or of you showing us proof that you have sent them, whichever is earlier. We refund to your original payment method. Unless the goods are faulty or not as described, the direct cost of sending them back is yours.
You may handle the goods as you would in a shop to decide whether you want to keep them. If you handle them beyond that, we may reduce the refund to reflect any loss in value. Goods that are delivered sealed for health or hygiene reasons cannot be cancelled once you have unsealed them; where this applies to a product, we will say so on its product page.
Our 30-day policy is longer than this 14-day right, so in practice it gives you more time. We still set out the statutory right here because the law requires us to, and because you can rely on whichever is better for you.
Right of withdrawal — France / EU (14 days)
If you are a consumer in France or the EU, you have 14 calendar days from the date you receive your order to withdraw from your purchase, without giving any reason. To exercise this right, email us at contact@aploomb.com or use our Withdrawal Form. We will acknowledge your request by email, and you then have 14 days to send the item back to us.
If you withdraw under this right, we refund everything you paid — as we offer free shipping on every order, there is no delivery charge to refund — no later than 14 days after we receive the item or proof that you've shipped it.
Eligibility for returns under our 30-day policy
To be eligible for a change-of-mind return under our own 30-day policy, your item must meet all of the following conditions:
- Unused and in the same condition as received
- All original tags still attached
- In its original packaging with all accessories and documentation included
- Accompanied by your receipt or proof of purchase
Given the personal, close-contact nature of our products, we apply strict hygiene standards to change-of-mind returns. These conditions apply to our voluntary 30-day policy; they do not limit your statutory cancellation rights (UK and France/EU) or your rights when an item is faulty.
Accepted reasons for return
- The item arrived damaged or broken
- The item arrived defective and is not functioning as intended
- You received the wrong item
- You are not satisfied with your purchase (change of mind)
Returning a damaged or defective item
If your item arrived damaged, broken, not functioning as expected, or isn't what you ordered, please contact us as soon as possible — ideally within 7 days of delivery — and we will resolve it at no cost to you.
- Take clear photos or a short video showing the damage or defect.
- Email us at contact@aploomb.com with your order number, a description of the issue, and your photos or video.
- We will review your claim within 1–2 business days and respond with next steps.
If your claim is approved:
- We will provide a prepaid return label — you will not pay anything to send the item back
- Please send the item back within 14 days of receiving your label
- Once we receive and inspect the item, we will process a full refund or a replacement, as you prefer
- We will issue your refund to your original payment method within 7 business days of receiving the item. Posting to your account can take a further 5–10 business days depending on your bank or card issuer
Returning an item — change of mind (30 days)
If you change your mind, you may request a return within 30 days of receiving your order, provided the item meets the eligibility conditions above.
- Return postage for change-of-mind returns is the customer's responsibility
- Once your return is approved, contact us at contact@aploomb.com and we will send you the return address closest to you
- We recommend a tracked postage service; keep your proof of postage until your refund is confirmed
- Once we receive and inspect the item, we will confirm approval within 1–2 business days
- If approved, we will issue your refund within 7 business days
Items not covered by our 30-day policy
The following items cannot be returned under our voluntary 30-day policy (your statutory rights, including your rights for faulty items, still apply):
- Any item that has been used or washed — for hygiene and safety reasons
- Items without original packaging or missing accessories
- Gift cards
- Any item explicitly marked as non-returnable on the product page
Item never arrived
If your order hasn't arrived within the delivery window shown in our Shipping Policy, contact us at contact@aploomb.com and we will investigate with the carrier. If your parcel is confirmed lost in transit, we will offer a full refund or a replacement, at no cost to you.
Exchanges
The fastest way to get what you want is to return the item and, once the return is accepted, place a new order. Alternatively, contact us and we will help arrange an exchange directly.
Order cancellation before dispatch
You may cancel your order at no cost any time before it has been dispatched — contact us at contact@aploomb.com as soon as possible. After dispatch you can still return it under this policy, and UK and EU consumers keep their 14-day statutory right described above.
Refunds
We do not charge a restocking fee. We will notify you once we have received and inspected your return and let you know whether the refund has been approved. Refunds are issued to the original payment method within 7 business days of approval (within the 14-day limit for statutory cancellations). If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at contact@aploomb.com.
Your legal rights if something is wrong
United Kingdom. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you can reject them for a full refund within 30 days of delivery; after that and within six months you can ask for a repair or replacement and, if that fails, a refund (which may be reduced to reflect use after the first six months). You may have a claim for up to six years in England, Wales and Northern Ireland (five years from discovery in Scotland). For information about your rights, contact Citizens Advice.
France / EU. Your purchase is also covered by two legal guarantees, free of charge and independent of the return windows above: the 2-year legal guarantee of conformity (garantie légale de conformité) and the guarantee against hidden defects (garantie des vices cachés).
United States. Our products are sold with the implied warranties your state law provides, and nothing in this policy overrides your rights under applicable state and federal law.
(Last updated: 22 October 2026)
Contact information
Store name: Aploomb
Legal operator: Knock Knock Digital LLC
Business address: 608 Rio Grande Ave, Santa Fe, New Mexico 87501, United States
Phone: +1 (505) 305-6432
Email: contact@aploomb.com
Monday to Friday | 09:00 – 17:00 (MT) — approximately 16:00 – 00:00 UK time and 17:00 – 01:00 (CET) in France
Weekends | 11:00 – 16:00 (MT) — approximately 18:00 – 23:00 UK time and 19:00 – 00:00 (CET) in France
We aim to respond to all enquiries within 24 hours. Visit our Contact page for more ways to reach us.