Care beyond checkout.

Our store has not opened for orders. The following explains the returns approach we are preparing for launch.

Changing your mind

For eligible online purchases, tell us within 14 days of receiving your order that you wish to cancel. You then have a further 14 days to return the goods. Contact us with your order reference for return instructions; do not send goods to the business correspondence address unless we confirm it is the correct return address.

Sealed products and hygiene

The change-of-mind right does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery. This applies only where that exception is relevant. Please keep seals intact while deciding whether to keep the product. Your rights for faulty, damaged or misdescribed goods remain unaffected.

Return costs and refunds

You pay the direct return postage for a change-of-mind return. We cover reasonable return costs for goods that are faulty, damaged or not as described; contact us to arrange this. Keep proof of posting.

For a valid cancellation, we refund the goods and the cost of our least expensive standard outbound delivery. Extra charges for an enhanced delivery service are not refundable on a change-of-mind cancellation. We may make a deduction for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Refunds go back to the original payment method, without a refund fee, within 14 days of receiving the returned goods or evidence that you sent them back, whichever is earlier. Your payment provider may take additional time to display the credit.

Faulty or incorrect goods

Contact us with your order reference and a description of the problem. You have statutory rights under the Consumer Rights Act 2015, including a short-term right to reject qualifying faulty goods within 30 days. Other repair, replacement or refund rights may apply afterwards. This policy does not limit those rights.

How to cancel

Email us with a clear statement that you wish to cancel, your order reference, the products, your name and address, and the date you ordered or received them. You can use those details as a cancellation form, but you do not have to use a particular form.

Private Moments is a trading name of Push Bold Ltd, registered in England and Wales, company number 17186755.

Contact us: [email protected]