Refund policy
At SitWell, we want you to feel confident when ordering from us. This policy explains your cancellation rights, how to return a product and how our additional 90-Day SitWell Guarantee works.
This policy applies to orders placed directly through the SitWell website and delivered within the United Kingdom.
For help with a return or refund, contact:
Email: hello@sitwell-official.com
Please do not return a product before contacting us. Once your return has been approved, we will provide the correct return instructions and tell you where to send it.
Your 14-Day Right to Cancel
Under UK consumer law, you may cancel an online order without giving a reason.
You must tell us that you wish to cancel within 14 days of the date on which you, or someone nominated by you, receives the order.
After notifying us, you then have a further 14 days to return the product.
To exercise your right to cancel, email hello@sitwell-official.com and include:
- Your full name
- Your order number
- The email address used to place the order
- Confirmation that you wish to cancel and return the order
You do not need to provide a reason or video evidence when exercising your statutory 14-day cancellation right.
Condition of Change-of-Mind Returns
You may inspect the product as you reasonably would in a shop.
Please take reasonable care of the product while it is in your possession. Where reasonably possible, return it with its original packaging, labels, accessories and instructions.
We may reduce your refund to reflect any loss in value caused by handling or use beyond what was reasonably necessary to inspect the product. This may include avoidable staining, damage, strong odours, contamination or excessive wear.
Not having the original packaging does not automatically remove your statutory rights. However, the product must be packaged appropriately to protect it during return transit.
How to Return an Order
To begin a return, email hello@sitwell-official.com.
Once your return has been approved, we will provide the correct return instructions and let you know where the product should be sent.
Please do not return any item before contacting us, as returns sent to an unauthorised address may not be accepted.
Please include your order number inside the parcel. Returns sent without identifying information may take longer to process.
We recommend using a tracked postal service and keeping your postage receipt and tracking information until your refund has been completed.
Return Postage
For a change-of-mind return or an approved claim under our voluntary 90-Day SitWell Guarantee, you are responsible for the direct cost of returning the product.
We are not responsible for returned parcels that are lost or damaged before reaching the return destination.
Where a product is faulty, damaged on arrival, incorrect or not as described, SitWell will cover reasonable return costs. Please contact us before paying for return postage so that we can provide the appropriate instructions.
Damaged, Faulty or Incorrect Products
Please inspect your order when it arrives.
Contact hello@sitwell-official.com as soon as reasonably possible if your product:
- Arrives damaged
- Has a manufacturing fault
- Is materially different from its description
- Is not the product you ordered
- Is missing an essential component
Please include your order number, a description of the issue and clear photographs or video where reasonably possible.
We may request reasonable evidence so that we can assess the issue. Where video evidence cannot reasonably be provided, we will consider photographs or another appropriate form of evidence.
Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described. Depending on the circumstances and when the issue is reported, customers may be entitled to a refund, repair, replacement or price reduction.
These rights are separate from and are not limited by our 90-Day SitWell Guarantee.
The 90-Day SitWell Guarantee
In addition to your statutory rights, qualifying purchases made directly through the SitWell website are covered by our voluntary 90-Day SitWell Guarantee.
The 90-day period begins on the date your order is delivered.
If you have tried your SitWell product and are not satisfied with its comfort or suitability, you may submit a guarantee claim by emailing hello@sitwell-official.com before the 90-day period expires.
Your claim must include:
- Your full name
- Your order number
- The email address used to place the order
- An explanation of why the product has not been suitable
- Clear video evidence showing the product, its current condition and how it has been positioned or used
The video should clearly show the cushion, cover, label, top and underside. Where relevant, it should also show the cushion positioned on the chair or seat on which it has been used. You do not need to show your face.
We may request additional photographs or information where reasonably necessary to assess the claim.
Guarantee Eligibility
To qualify under the 90-Day SitWell Guarantee:
- The product must have been purchased directly through the SitWell website
- The claim must be submitted within 90 days of delivery
- The product must have been used only for its intended purpose
- The product must not have been deliberately damaged, altered or misused
- The product must be reasonably clean and free from excessive staining, contamination or strong odours
- The product must be returned if requested by SitWell
Once a guarantee claim has been approved, we will provide return instructions and tell you where the product should be sent.
Unless the product is faulty, damaged, incorrect or not as described, the customer is responsible for return postage.
The refund available under this voluntary guarantee covers the purchase price of the qualifying product. Original delivery charges and return-postage costs are not refunded under the guarantee unless required by law or the product is faulty, damaged, incorrect or not as described.
What the Guarantee Does Not Cover
The guarantee does not cover:
- Accidental or deliberate damage
- Damage caused by misuse or improper care
- Unauthorised modifications
- Normal wear and tear
- Commercial or institutional use unless agreed by SitWell
- Damage caused by failing to follow the supplied care instructions
- Products purchased from another retailer or marketplace
SitWell products are designed to provide general comfort and pressure support. The guarantee does not promise that a product will diagnose, treat or cure any medical condition.
The 90-Day SitWell Guarantee is additional to your statutory consumer rights and does not replace or restrict them.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
Where you validly exercise your statutory cancellation right, we will issue your refund within 14 days of receiving the returned product or receiving satisfactory evidence that you have sent it back, whichever applies first.
Refunds will normally be made to the original payment method.
For statutory cancellations, we will refund:
- The price paid for the returned product
- The cost of our least expensive standard delivery method, where a delivery charge was paid
If you selected a more expensive or enhanced delivery service, the additional cost above our standard delivery rate will not be refunded.
Where the original order qualified for free delivery, there is no outbound delivery charge to refund.
After we process the refund, your bank, card issuer or payment provider may require additional time to display the funds in your account.
Partial Returns & Promotional Offers
Where you return only part of an order, any refund will be based on the amount paid for the returned product.
If your order included a multi-buy offer, bundle discount, free gift or another promotion, returning part of the order may mean that the remaining products no longer qualify for the original offer.
Where permitted by law, we may recalculate the order using the applicable individual product prices and deduct the value of any promotional benefit that is no longer applicable.
Any free gift supplied as part of a promotion must also be returned if the qualifying product is returned for a refund. If the free gift is not returned, we may deduct its stated value from the refund where legally permitted.
Exchanges
We do not currently offer direct exchanges.
To obtain a different product, please return the original product in accordance with this policy and place a new order separately.
This does not affect our obligation to provide an appropriate remedy where a product is faulty, damaged, incorrect or not as described.
Order Cancellations Before Dispatch
Contact hello@sitwell-official.com as soon as possible if you wish to cancel or amend an order.
We will try to accommodate your request, but we cannot guarantee that an order can be stopped once processing or dispatch has begun.
If the order has already been dispatched, you may return it after delivery in accordance with this policy.
Refused & Uncollected Deliveries
A parcel that is refused, not collected or returned because an incorrect or incomplete delivery address was supplied will not automatically be treated as a valid cancellation.
Please contact us to confirm that you wish to cancel the order.
Any applicable refund will be processed after the parcel has been returned and identified. We may deduct reasonable costs where permitted by law, including additional delivery costs caused by an incorrect address or failure to collect the parcel.
Contact Us
For questions, cancellations, returns, refunds or guarantee claims, contact:
SitWell Customer Care
Email: hello@sitwell-official.com