Refund & Return

At tidycounterlab, operated by Tidy Counter Homeware Ltd., we aim to deliver high-quality culinary organization products—including pan lid racks, chopping board holders, cutlery drainers, and kitchen shelving units—to our customers across Europe. If you are not entirely satisfied with your purchase, our Refund & Return Policy details your statutory rights and the operational procedures for returns, exchanges, and cancellations.

1. Statutory 14-Day Right of Withdrawal (Cooling-Off Period)

In accordance with European consumer protection legislation, retail customers residing within the UK and Europe hold a statutory 14-day Right of Withdrawal.

• Cancellation Window: You have the legal right to cancel and return your order without giving any reason within 14 calendar days from the date on which you (or a third party designated by you) physically take possession of the goods.
• Notification: To exercise your right of withdrawal, you must inform us of your decision by sending an unambiguous written notification via email to console@tidycounterlab.com prior to the expiry of the 14-day period.

2. Return Address & Return Conditions

European customers returning goods under the 14-day Right of Withdrawal must send the returned items to our official corporate return address:

• Company Name: Tidy Counter Homeware Ltd.
• Return Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

Return Requirements:

• Returned items must be sent back in their original condition, unused, and with original packaging intact.
• Customers are advised to obtain proof of postage when dispatching returns to ensure safe receipt.

3. Damaged, Defective, or Incorrect Items

If you receive an item that arrives damaged, defective, or incorrect upon delivery, please contact our customer support team immediately at console@tidycounterlab.com.

• No Physical Return Required for Damaged Goods: To streamline resolution, you are not required to ship back physically damaged or broken items.
• Evidence Submission: Simply submit clear photographic evidence demonstrating the damage or defect via email.
• Resolution: Upon review and verification of the provided evidence, we will promptly issue a full refund or dispatch a replacement item at no additional charge.

4. Delivery Delays & Lost Shipments

• Transit Timeframe: We partner with express logistics carriers including DHL Priority, FedEx Priority, and UPS Priority to fulfill orders across Europe. Standard transit takes between 5 and 12 business days following order dispatch.
• Tracking Notifications: Automated status update emails containing shipment tracking information will be issued to your registered email address at critical operational milestones, including order dispatch, carrier transit hub arrival, and local out-for-delivery updates.
• Delayed Orders: If your parcel exceeds the standard 12 business days transit window, please contact console@tidycounterlab.com. We will initiate a formal trace inquiry with the carrier and, based on the investigation outcome, process either a full order refund or dispatch a replacement shipment.

5. Refund Processing & Payment Methods

• Refund Execution: Approved refunds will be credited back to the original method of payment used during purchase.
• Supported Payment Methods: Refunds are issued directly to the original payment instrument used at checkout, including major credit and debit cards (Visa, Mastercard, American Express) as well as digital wallets (Apple Pay, Google Pay).
• Processing Time: Once a refund is approved or returned items are inspected at our return address, processing takes between 3 and 5 business days. Depending on your card issuer or banking provider, the credited funds may take additional time to reflect in your account statement.

6. Contact Information

For any questions regarding returns, refunds, or order status, please contact:

• Brand Name: tidycounterlab
• Legal Entity Name: Tidy Counter Homeware Ltd.
• Website: www.tidycounterlab.com
• Registered Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
• Email: console@tidycounterlab.com
• Telephone: +44 1484 964527