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Returns:

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We hope that you are happy with your purchase from us, but if you're not completely satisfied please get in touch with us at hello@cancerpal.co.uk and we'll do our very best to put things right.

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We are happy to offer a refund, excluding shipping costs (unless the item is faulty) if the item is returned in the same condition that you received it, is unused and is in its original packaging. If the item that you are returning has a hygiene label, we will only be able to accept a return if the hygiene label is in tact.

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Unfortunately, we can't accept returns on food or perishable items for hygiene reasons. We are also unable to accept returns on any made-to-order items.

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Please notify us of your return request within 14 days of the date of delivery. If more than14 days have passed we may not be able to offer you a refund (due to the return policies of some of our suppliers), ​​but please get in touch and we will do our best to help.

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How to request a return:

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Please email us at hello@cancerpal.co.uk with details of the item(s) that you wish to return together with the reason for requesting a return. We will provide details of the return address, which may not be our office address for certain products.

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You are responsible for covering the shipping costs for returning your item, and these costs are non-refundable. The original delivery costs are also non-refundable and will be deducted from your refund. Please note that if you are returning a Care Box, a discretionary 10% restocking fee will be applied to the returned order. This is to cover the time and resources it takes us to pack a Care Box and handwrite your personalised message.

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CancerPal does not accept any liability for returned items that are damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.

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CancerPal is not responsible for items lost in the post when returning them, so we recommend you send your returns via a 'Tracked' or 'Signed For' delivery service, giving you proof of your item's return.

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Please return your item as soon as possible, but at the latest within 7 days of emailing us. 

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Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). ​​If your refund is approved, your refund will be processed via your original method of payment. It can take 5-10 working days for the refund to appear in your bank account.

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Damaged or defective items:

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We work with our suppliers to ensure that all products reach you in perfect condition, but in the unlikely event that you have received an item that is damaged or defective, please email us at hello@cancerpal.co.uk within 30 days of receipt of your order, providing details of the item and the damage. Please also include a photo of the damage. 

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We will either offer you a repair or a replacement. If neither is possible, then a full refund (including the original delivery charge), will be processed.

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Delayed & Lost items:

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If your order has not arrived and you believe it to be lost, please contact us at hello@cancerpal.co.uk quoting your order number so that we can investigate for you. The majority of our suppliers send orders using Royal Mail and Royal Mail consider that an item has been lost if it hasn’t been delivered 10 working days after the original posting date. If your order is lost we will either arrange for redelivery or refund you in full.

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Delivery will be to the address you have specified in your order. If any of these details are incorrect, we cannot be liable for any items that have not been received. 

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We cannot accept liability or costs incurred due to failed or delayed deliveries that are caused by third parties or circumstances that are beyond our control such as weather conditions or Royal Mail delays.

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​Items Returned to Sender:​​

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If you or the recipient is not home when a delivery is attempted and does not rearrange a delivery or collect their parcel within 18 working days, it will be returned to us.

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If we receive a returned order, we will get in touch to let you know. We are happy to resend your order, for an additional postage fee.

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If you don't want us to resend the order, we will provide a refund minus the shipping costs. Please note that if a Care Box has been returned to us, a discretionary 10% restocking fee will be applied to the returned order. This is to cover the time and resources it takes us to pack a Care Box and handwrite your personalised message.

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