Refund policy

Returns & Refunds Policy

At The Robinson Family Store, we are committed to offering premium service and high-quality products to all our customers. However, due to the nature of wholesale transactions and supply chain sensitivity, all sales are considered final, except in the specific circumstances outlined below.

Defective or Incorrect Items

If you receive an item that is defective, damaged in transit, or not what you ordered, you must notify us within 24 hours of receipt. We will review your claim and arrange for a replacement, credit note, or refund if applicable.

To qualify:

  • You must report the issue by emailing info@therobinsonfamilystore.com within 24 hours of delivery.

  • Include your order number, description of the issue, and photographic evidence of the item(s) and packaging.

  • Items must be returned unused, in original packaging, and in re-saleable condition.

We reserve the right to inspect all returned goods prior to issuing any refund or replacement.

Returns Due to Ordering Errors or Mistakes

We do not accept returns for ordering mistakes unless agreed in writing by our customer support team. If approved, the following conditions apply:

  • Items must be returned at the customer’s expense.

  • Returned goods must be in perfect, re-saleable condition and in original packaging.

  • Both outbound and return shipping costs will be the responsibility of the customer.

  • A restocking fee may apply.

Categories Excluded from Returns

For hygiene, safety, or legal reasons, we do not accept returns under any circumstances for the following categories:

  • Vitamins, supplements, or ingestible goods

  • Perishable or temperature-sensitive items

  • Clearance or end-of-line stock

  • Custom or made-to-order items

Shipping-Related Returns & Third-Party Fulfillment

We may dispatch certain orders directly through third-party suppliers. In such cases:

  • Shipping timelines and terms may vary.

  • If a parcel is delayed, lost, or damaged during third-party fulfillment, we will work directly with the supplier to investigate and resolve the issue.

  • Replacement or refund outcomes will depend on the result of that investigation.

Any additional fees or surcharges arising from changes in delivery method or location will be communicated and must be agreed to before dispatch.

Security, Fraud, and Risk Screening

We reserve the right to cancel and refund any order we believe to be high-risk or potentially fraudulent. Orders flagged due to mismatched billing information, IP geolocation concerns, or unusual activity may be canceled. In such cases:

  • A full refund will be issued to the original payment method.

  • We may recommend using secure payment options such as PayPal for future transactions.

Return Procedure

To initiate a return (only in accepted circumstances), please follow these steps:

  1. Email info@therobinsonfamilystore.com with your order number and a detailed reason for the return.

  2. Our team will respond within 24–48 hours to confirm if the return is approved.

  3. If approved, you’ll receive return instructions and, if applicable, a return label.

  4. Returns must be received and inspected before refunds or replacements are issued.

  5. If the return is rejected upon inspection, we will contact you with the option to have the item re-shipped at your cost.

Refunds

  • Approved refunds will be processed to the original payment method.

  • Processing times vary by bank or payment provider but typically appear within 5–10 business days.

  • Shipping fees are non-refundable unless the error is on our part.

Jurisdiction

This policy shall be governed by the laws of England and Wales. Any disputes arising from this policy will be resolved under UK commercial law. By purchasing from The Robinson Family Store, you agree to these terms.

If you have any questions about this policy, contact us at info@therobinsonfamilystore.com. We’re here to support you with clarity and fairness.