Refund policy
Relics & Roots — Refund & Returns Policy
Last updated: 14 August 2026
We hope you will be delighted with your purchase. Because most Relics & Roots stock is antique, vintage or pre-owned, please read the item description and examine all photographs carefully before ordering.
This policy explains your rights if you change your mind about an online purchase and what to do if an item is faulty, damaged or not as described.
Nothing in this policy affects your statutory rights.
1. Changing Your Mind About an Online Purchase
If you purchase from us online as a consumer, you will normally have a legal right to change your mind and cancel your purchase without giving a reason.
For most goods, you have 14 days from the day after you receive the goods to tell us that you wish to cancel.
To cancel, email us at:
Please include your name, order number and details of the item you wish to return.
You may also use the model cancellation form at the end of this policy, but you do not have to use it.
Once you have told us that you wish to cancel, you must normally return the goods to us within a further 14 days.
We will provide the return address and any appropriate return instructions.
2. Looking After an Item Before Returning It
You may handle and examine an item as reasonably necessary to establish its nature, characteristics and condition.
You are responsible for taking reasonable care of the item while it is in your possession.
Because many of our items are antique, vintage, unique or fragile, returned goods should be packed carefully and securely to protect them during transit.
Original packaging should be reused where reasonably possible, particularly where it has been designed to protect a fragile item, but your statutory cancellation right is not dependent upon retaining original packaging.
Where an item’s value has been reduced as a result of handling beyond what would reasonably be permitted when examining it in a shop, we may make an appropriate deduction from the refund where permitted by law.
3. Cost of Returning an Item When You Change Your Mind
If you cancel because you have changed your mind, you are responsible for the direct cost of returning the item to us.
We recommend using an appropriate tracked and, where necessary, insured delivery service, particularly for valuable or fragile items.
Different arrangements apply where an item is faulty, damaged, not as described or otherwise does not conform to the contract. Please see Section 5 below.
4. Refunds for Change-of-Mind Cancellations
Where you validly cancel an online purchase, we will refund:
- the price you paid for the goods; and
- the cost of our least expensive standard delivery option available for your order, where applicable.
If you chose a more expensive delivery option, such as an upgraded or express service, we are not required to refund the additional amount above the cost of our standard delivery option.
We will make the refund without undue delay and no later than 14 days after we receive the returned goods, or, if earlier, 14 days after you provide evidence that you have sent them back.
We may withhold the refund until we receive the goods back or you provide evidence that you have returned them, whichever happens first.
Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.
Your bank or payment provider may take additional time to show the refund in your account.
5. Faulty, Damaged or Misdescribed Items
Please inspect your order when it arrives and contact us as soon as reasonably possible if:
- the item has been damaged in transit;
- you receive the wrong item;
- the item is faulty;
- the item is materially not as described; or
- you believe it otherwise does not meet the standards required by consumer law.
Please contact:
Photographs of the item, packaging and any transit damage may help us resolve the matter quickly.
Where goods do not conform to the contract, your statutory rights may include a right to reject the goods and receive a refund or another remedy.
Where appropriate, we will arrange or meet the reasonable cost of returning goods that are faulty, damaged, not as described or otherwise do not conform to the contract.
These rights are separate from the 14-day change-of-mind cancellation right.
6. Antique, Vintage and Pre-Owned Condition
Most Relics & Roots items are antique, vintage or pre-owned and will show signs of age, use and previous ownership.
These may include patina, surface wear, marks, crazing, minor chips, historic repairs, fading, discolouration, manufacturing irregularities and other age-related characteristics.
We aim to describe and photograph our stock accurately and to identify significant damage, restoration or condition issues of which we are aware.
An age-related characteristic or condition issue that was specifically drawn to your attention before purchase will not normally make an item faulty merely because that disclosed characteristic or issue exists.
This does not affect your statutory rights if an item is materially not as described or otherwise fails to conform to the contract.
7. Exceptions to the Right to Cancel
The statutory right to cancel does not apply to certain categories of goods specified by law. These may include, where relevant, goods that are made to your specifications or clearly personalised.
If an exception applies to a particular item or order, we will make this clear where appropriate before you purchase.
This does not remove your statutory rights if goods are faulty or not as described.
8. Purchases Made in Person
The statutory 14-day cancellation right described above applies principally to distance contracts such as purchases made through our website.
If you buy an item from us in person at an antiques fair, market, event or other normal place where we are trading, you do not normally have a statutory right to return it simply because you have changed your mind.
Your statutory rights still apply if goods purchased in person are faulty, materially not as described or otherwise do not conform to the contract.
Different statutory rules may apply to particular contracts concluded away from our normal business premises, where the law treats the transaction as an off-premises contract.
9. Exchanges
Because much of our stock is unique, we do not normally offer like-for-like exchanges.
If you change your mind about an eligible online purchase, you may return it in accordance with this policy and place a separate order for another available item.
This does not affect any remedy available to you where goods are faulty or not as described.
10. Contact Us
For cancellations, returns, damaged goods or questions about this policy, please contact:
Relics & Roots
Email: hello@relicsandroots.com
30 Wellington Road, Newport, Shropshire, TF10 7HD
07344 370933
Model Cancellation Form
Complete and return this form only if you wish to cancel your contract. You may instead simply email us with a clear statement that you wish to cancel.
To:
Relics & Roots
30 Wellington Road, Newport, Shropshire, TF10 7HD
hello@relicsandroots.com
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Goods: __________________________________________
Order number: ___________________________________
Ordered on / received on: __________________________
Name of consumer(s): ______________________________
Address of consumer(s): ____________________________
Signature of consumer(s): __________________________
(only if this form is submitted on paper)
Date: ____________________________________________