Refund policy

Last updated: 25 July 2026

This Return and Refund Policy applies to purchases made from online storefronts operated by DIFFLS LTD, including diffls.com and formstead.co.uk.

DIFFLS LTD is registered in England and Wales under company number 16285040.

Contact email: hello@diffls.com

1. OUR 30-DAY RETURNS POLICY

We offer a 30-day return period. You must contact us within 30 days of receiving your order if you wish to return an item.

To request a return, email hello@diffls.com and include:

• Your full name;
• Your order number;
• The item you wish to return; and
• The reason for the return, although you are not required to provide a reason when exercising your statutory cancellation rights.

Please wait for return confirmation and instructions before sending anything.

2. STATUTORY CANCELLATION RIGHTS

If you are a consumer purchasing online, you normally have the legal right to cancel your order without giving a reason.

For goods, the statutory cancellation period normally ends 14 days after the day on which you, or a person nominated by you, receives the goods.

You must tell us that you wish to cancel within this 14-day period. After notifying us, you must return the goods without undue delay and normally within a further 14 days.

Our voluntary 30-day returns policy gives you additional time and does not reduce your statutory rights.

3. CANCELLING BEFORE DISPATCH

You may request cancellation before your order has been dispatched by contacting hello@diffls.com as soon as possible.

We will try to stop the order, but we cannot guarantee cancellation once processing or dispatch has begun. If the order has already been dispatched, you may return it in accordance with this policy.

4. RETURN ADDRESS

Once your return has been approved, send it to:

DIFFLS LTD Returns
24 Harkness Street
Manchester
M12 6BT
United Kingdom

Please do not send a return without first contacting us.

Our registered office in Ilford is not our returns address. Goods sent to the registered office may be delayed, refused or returned to the sender.

5. CONDITION OF RETURNED ITEMS

During your statutory cancellation period, you may inspect the item as you reasonably would in a physical shop.

You are responsible for any reduction in value caused by handling the item beyond what is reasonably necessary to establish its nature, characteristics and functioning. We may make an appropriate deduction from your refund where excessive handling has reduced the item’s value.

For returns made after the statutory 14-day cancellation period but within our voluntary 30-day period, the item must be:

• Unused;
• Unwashed;
• Free from stains, damage, odours, pet hair and other signs of use;
• Returned with any original labels and accessories; and
• In a condition suitable for resale.

Original packaging is preferred but is not required during the statutory cancellation period, provided the product is returned securely and is adequately protected during transport.

6. CHANGE-OF-MIND RETURN POSTAGE

You are responsible for the cost of returning an item when you have changed your mind or ordered the wrong colour or size.

We strongly recommend using a tracked postal service and retaining proof of postage. You remain responsible for the return until it is delivered to us.

We are not responsible for items lost or damaged during return transit where the return carrier was arranged by you.

7. FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED ITEMS

Your statutory rights are not affected by this policy.

If an item is faulty, damaged, incorrect or materially different from its description, email hello@diffls.com as soon as reasonably possible.

Please include:

• Your order number;
• A description of the issue; and
• Photographs or video where reasonably available and useful.

Where the goods are faulty, damaged, incorrect or misdescribed, we will provide an appropriate remedy in accordance with applicable consumer law. This may include a refund, repair or replacement, depending on the circumstances.

We will cover reasonable return costs where we ask you to return an item because it is faulty, damaged, incorrect or misdescribed.

Do not dispose of an item unless we have instructed you to do so.

8. REFUNDS

Once we receive and inspect your return, we will tell you whether the refund has been approved.

Where you exercise your statutory right to cancel, we will make the refund without undue delay and normally no later than 14 days after:

• We receive the returned goods; or
• You provide evidence that you sent the goods back, if earlier.

For returns made under our voluntary 30-day policy after the statutory cancellation period, we aim to process approved refunds within 14 days of receiving and inspecting the return.

Refunds are made to the original payment method. Your bank or payment provider may take additional time to show the refund in your account.

Standard delivery is provided free of charge, so there is normally no original standard delivery charge to refund.

9. EXCHANGES

We do not currently operate a direct exchange service.

If you would like another colour or size, return the original item for a refund and place a new order through our website.

This helps avoid delays and ensures that the replacement item is available when you order it.

10. ITEMS THAT CANNOT BE RETURNED

We may be unable to accept a return under our voluntary 30-day policy where:

• The item has been washed, used, stained or damaged after delivery;
• The item contains pet hair, strong odours or other contamination;
• The item is not the product originally supplied by us;
• The item was purchased from another retailer or marketplace; or
• The 30-day return period has expired.

These voluntary-policy restrictions do not remove any statutory rights you may have in relation to faulty, damaged, incorrect or misdescribed goods.

11. MARKETPLACE PURCHASES

If you purchased through TikTok Shop, Amazon, eBay or another marketplace, you may need to begin your return through that marketplace.

Marketplace purchases may be subject to the marketplace’s own return procedures, deadlines and refund systems.

12. OPTIONAL CANCELLATION FORM

You may use the following wording to cancel, although you do not have to use this form:

To: DIFFLS LTD
Email: hello@diffls.com

I give notice that I wish to cancel my contract for the following goods:

Order number:
Product:
Date ordered:
Date received:
Customer name:
Customer address:
Date:

13. CONTACT US

For return, refund or cancellation enquiries, contact:

Email: hello@diffls.com

DIFFLS LTD
Company number: 16285040
Registered in England and Wales
Registered office: Office 5889, 58 Peregrine Road, Ilford, England, IG6 3SZ