Refund policy

Returns & Refunds

If something isn't right, the options below explain how returns and refunds work, alongside your legal rights.

Your right to cancel (14 days)

Under the Consumer Contracts Regulations 2013, you may cancel your order within 14 days of receiving it, without giving a reason. You then have a further 14 days to return the goods. If you cancel within this period, your refund will include the standard delivery cost you originally paid.

How to start a return

Please email us at amaoto.11.uk@gmail.com with your order number and the reason for return, and we will provide instructions on how to proceed.

Return postage

If you change your mind, you are responsible for the cost of return postage. If an item is faulty, damaged or incorrect, Freehand covers all return costs.

Damaged, faulty or incorrect items

Under the Consumer Rights Act 2015, if an item arrives faulty, damaged, or not as described, you are entitled to a replacement or full refund. Please contact us within 30 days of delivery, with photos where possible. You will not be asked to return damaged items.

Refunds

Once approved, refunds are processed to your original payment method within 5–10 business days.

Cancellations

Please contact us as soon as possible if you need to cancel an order. Once an order has been processed by our suppliers, cancellation may no longer be possible. This does not affect your statutory right to cancel described above.