Refund policy

Returns & Refunds Policy

Last updated: 2 November 2026

At EdnaGo, customer satisfaction is important to us. We offer a 30-day return policy, giving you 30 days from the date you receive your order to request a return, subject to the conditions outlined below and your statutory consumer rights.

1. 30-Day Return Policy

To qualify for a standard change-of-mind return under our 30-day policy, your item must:

- Be unused and in its original condition.
- Have all original tags attached, where applicable.
- Be returned in its original packaging.
- Be accompanied by proof of purchase.

To request a return, please contact us at:

Email: info@ednago.com

If your return request is approved, we will provide you with the return instructions and the appropriate return address.

Please do not send items back without contacting us first.

2. Return Shipping Costs

For standard change-of-mind returns:

- Customers are responsible for the cost of return shipping.
- Original shipping fees are non-refundable, except where required by applicable law.

If an item arrives damaged, defective or incorrect, EdnaGo will cover the reasonable return shipping costs, where applicable.

Nothing in this policy limits your statutory rights.

3. Damaged, Defective or Incorrect Items

Please inspect your order upon delivery.

If you receive a damaged, defective or incorrect item, contact us at info@ednago.com as soon as reasonably possible.

Please include:

- Your order number.
- A description of the issue.
- Clear photographs or videos showing the problem, where possible.

We will review your request and work with you to find an appropriate solution, which may include a replacement, repair or refund, depending on the circumstances and applicable consumer protection laws.

Customers are not required to pay return shipping costs for items that are faulty, damaged or incorrectly supplied.

4. Non-Returnable Items

Certain items may not qualify for standard change-of-mind returns, including:

- Personalised or custom-made products.
- Perishable goods.
- Sealed personal care or hygiene products that are unsuitable for return once opened, where permitted by law.
- Gift cards, subject to applicable law.

These exclusions do not affect your statutory rights regarding faulty, damaged, misdescribed or incorrectly supplied products.

5. Sale Items

Discounted and promotional items are eligible for returns under the same conditions as other products.

However, statutory rights relating to faulty, damaged or incorrectly described products always apply.

6. Exchanges

If you wish to exchange an item, please contact us at info@ednago.com.

Where an exchange is available, we will provide instructions on how to return your original item and arrange the replacement.

Availability of replacement products may depend on stock levels.

7. Additional Cancellation Rights for UK Customers

If your order is delivered to the United Kingdom, you generally have the legal right to cancel your online purchase within 14 days of receiving your goods, without giving a reason, subject to applicable legal exceptions.

After notifying us of your decision to cancel, you have a further 14 days to return the goods.

To exercise this right, please contact:

Email: info@ednago.com

During this statutory cancellation period:

- You may inspect the goods as you would in a physical shop.
- You may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
- You are generally responsible for the direct cost of returning the goods, provided you were informed of this before purchase.
- We will refund the standard delivery cost originally paid, where required by law.

The statutory cancellation right does not apply to certain products, including personalised or custom-made goods and certain sealed hygiene products once opened, as provided by applicable law.

We will issue eligible refunds within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.

Nothing in this section limits your rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.

8. US Customer Returns

Customers in the United States may request a standard return within 30 days of receiving their order, subject to the conditions in this policy.

For change-of-mind returns, items must be unused and in their original condition and packaging.

Return shipping costs are the customer's responsibility unless the item is defective, damaged, incorrectly supplied or otherwise covered by applicable law.

Consumer protection laws may vary between US states. Nothing in this policy is intended to waive or restrict any rights you may have under applicable federal or state law.

9. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method.

For standard returns, we aim to process approved refunds within 14 calendar days.

For UK statutory cancellations, refunds will be processed within the legally required timeframe described above.

Please note that your bank or payment provider may require additional time to process the refund and make the funds available in your account.

If you have not received your refund after the applicable processing period, please contact us at info@ednago.com.

10. Contact Us

If you have any questions about returns, exchanges or refunds, please contact our customer support team:

Store: EdnaGo

Email: info@ednago.com

Address: 71–75 Shelton Street, London, WC2H 9JQ, United Kingdom

We are committed to providing a fair and transparent returns experience for all our customers.