For orders fulfilled by Cert., items can only be returned for a refund if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals, packaging and any cellophane intact.
You must notify us in writing that you are returning your purchase within 28 days, beginning the day after the day on which you receive the product.
Please ensure that you also return any free gifts that are associated with your return items or the related order. If the free gift isn’t returned, then we reserve the right to deduct the value of the free gift from your refund.
We recommend a photograph is taken of the item prior to returning it if you are concerned about damage during its return journey.
Please note that we do not accept returns of personalised products.
If you do not have your despatch note or invoice, please include an explanatory note quoting your order number and reason for return.
For orders fulfilled by Cert., you will receive an email confirmation and regular email updates as your returns make their way back to us.
Your refund will be processed, once it has been delivered to our warehouse and within 3 working days of arriving back to us. Refunds can take up to 1 week to show on your account; this is due to the time taken by some banks to process the payment.
We will refund you by the same payment method used to make the original order (e.g. if you have paid by PayPal, we will reimburse your PayPal account).
Please email firstname.lastname@example.org to register Cert. returns.
- Enter your order number and postcode.
- Your order number starts with FN and can be found within your account.
- Please note the order number needs to be entered without any letter at the end.
Will you refund my postage costs to return an item?
Cert. will refund postage costs of returned items where the return is required due to our error. For instance:
- If we sent you the wrong item
- If the item is damaged or faulty
- Where you are returning a substitute item which you do not want to keep
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
For orders fulfilled by our Concession Brands, please view the returns information on the specific product page as these will be set up by each Concession Brand.
*Please note that we reserve the right not to accept orders from customers with unusual or suspicious returns behaviour.
You have the right to cancel orders with Cert. within 14 days without giving reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier indicated by you acquires physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by emailing
To help, here’s the information we need (why not copy/paste this into your message/email and then complete the extra information we need):
I hereby give notice that I cancel my contract of sale of the following goods:
- Ordered on (date):
- Order number:
- Name of customer:
- Address of customer:
- Date of message:
Effects of Cancellation
If you cancel this contract, we will refund to you all payments received from you, including the cost of delivery. We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the refund without undue delay and not later than:
14 days after the day we receive back from you any goods supplied; or 14 days after the day you provide evidence that you have returned the goods; or if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the refund using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the refund. You will have to bear the direct cost of returning the goods.