Returns and Refunds | Y-Connection

Last updated: 27 July 2026

We hope you are satisfied with your order. This page explains how to cancel an order, return an unwanted product, or report a faulty, damaged, missing or incorrect item.

You do not need a Y-Connection customer account to request a return or refund.

Contacting us about a return

Before returning a product, please contact us:

Email: info@y-connection.co.uk
Website: y-connection.co.uk

Please provide:

Your name
Order reference
Email address used during checkout
Product you wish to return
Reason for contacting us
Photographs where the item is faulty, damaged or incorrect

Do not send your full card number, card security code or PayPal password.

We will provide the correct return instructions and return address.

Do not send a return to an address shown on product packaging unless we confirm that it is the correct return address.

Cancelling before dispatch

We will try to stop the order, but cancellation may not be possible after packing or dispatch has begun.

Where an order has already been dispatched, you may need to receive it and return it using the process below.

Changing your mind

Consumers purchasing online normally have the right to cancel an order without giving a reason.

You must tell us that you wish to cancel within 14 days after the day on which:

You receive the goods; or
A person nominated by you, other than the delivery carrier, receives the goods.

If one order is delivered in several parcels, the cancellation period normally begins after the final parcel is received.

After telling us that you wish to cancel, you must return the goods within a further 14 days.

You can cancel by:

Emailing info@y-connection.co.uk
Using the contact form on our website
Sending the model cancellation form provided in our Terms and Conditions

You do not have to use the model cancellation form.

Condition of change-of-mind returns

You may inspect a product as you reasonably would in a physical shop.

You are responsible for taking reasonable care of the product while it is in your possession.

Where possible, return it:

Complete
Clean
Unused beyond reasonable inspection
With all included parts
In suitable protective packaging

Opening packaging to inspect a product does not automatically remove your cancellation rights.

However, we may reduce the refund where handling beyond what was reasonably necessary has reduced the product’s value.

Examples may include:

Cutting or shortening a product
Sewing a zip into another item
Altering or marking the product
Staining or damaging it
Using it in production
Removing parts
Returning an incomplete quantity

Return postage for change-of-mind returns

You are responsible for the direct cost of returning an unwanted product unless:

We have agreed to pay it;
The product is faulty, damaged or incorrect; or
The law requires us to pay it.

You are responsible for the parcel until it reaches us.

We recommend:

Using suitable protective packaging
Obtaining proof of posting
Using a tracked service where appropriate for the parcel’s value

We cannot accept responsibility for a return that is lost before it reaches us.

Refunds for change-of-mind returns

For a valid cancellation, we will refund:

The price paid for the returned products; and
The cost of the least expensive standard delivery service offered for the original order.

If you selected a more expensive delivery option, we are not required to refund the additional amount above the standard delivery charge.

We may withhold the refund until:

We receive the returned products; or
You provide evidence that the products have been sent back,

whichever occurs first.

We will issue the refund without undue delay and normally within 14 days after receiving the returned products or acceptable evidence of return.

Refunds will normally be made through the original PayPal payment method.

The time taken for the refunded amount to appear in your account may also depend on PayPal or your card provider.

Customised and made-to-specification products

The change-of-mind cancellation right may not apply to products that are:

Made to your specifications; or
Clearly personalised.

Where this exception applies, we will make it clear before you place the order.

Selecting an ordinary stocked colour, standard zip length or standard product variation does not by itself make an item personalised.

Your rights remain available where a customised or personalised product is faulty, damaged, incorrectly supplied or not as described.

Faulty products

Products must be:

Of satisfactory quality
Fit for their intended purpose
As described

Depending on the circumstances and how long you have had the product, your legal remedies may include:

A refund
Replacement
Repair
Price reduction
Final rejection of the goods

Consumers normally have a short-term right to reject faulty goods within 30 days of receiving them.

After the initial 30-day period, repair or replacement may normally be the first available remedy, subject to the applicable consumer rules.

Nothing on this page limits your statutory consumer rights.

Damaged deliveries

Please provide:

Your order reference
A description of the damage
Photographs of the product
Photographs of the outer and inner packaging
A photograph of the delivery label where relevant

Please retain the product and packaging while we review the issue. Royal Mail or another delivery provider may require evidence.

Damage caused during delivery is not treated as a change-of-mind return.

Where the damage is confirmed, Y-Connection will arrange the appropriate remedy and cover reasonable return costs where a return is required.

Incorrect products

The wrong product
The wrong colour
The wrong size or length
An incorrect quantity
A product materially different from its description

Please provide photographs of:

The product
Its label or reference
The packaging
The delivery label where relevant

Where Y-Connection supplied the wrong product, we will arrange an appropriate replacement or refund and cover reasonable return costs where a return is required.

Missing items

If an item is missing from your parcel, contact us and provide:

Your order reference
The items received
The item believed to be missing
Photographs of the parcel and contents
A photograph of the delivery label

Please retain the packaging while we investigate.

Colour differences

Screens, lighting and photography can affect how colours appear.

Where precise colour matching is important, we recommend ordering an appropriate physical swatch or sample before purchasing larger quantities.

A minor difference caused by screen display does not necessarily mean that the product is faulty.

This does not affect your rights where the supplied product is materially different from its description or from an applicable physical sample.

Returned parcels

If a parcel is returned to Y-Connection because:

The delivery address was incorrect or incomplete
Delivery was refused
The parcel was not collected
Royal Mail could not complete delivery

we will contact you after receiving it.

Where the problem was caused by incorrect customer-supplied information or failure to collect the parcel, additional postage may be required before it is sent again.

Alternatively, you may request cancellation where cancellation rights remain available. Any refund will be handled according to the circumstances and applicable law.

Products returned without contacting us

Please contact us before returning a product.

An unidentified parcel may delay the return because we may be unable to connect it to an order.

Include at least:

Your name
Order reference
Email address
Reason for return

Do not include payment-card details or your PayPal password.

Exchanges

Where stock is available, we may agree to replace a returned product with another colour, size or length.

An exchange is not guaranteed.

Where the replacement has a different price or requires additional postage, we will explain the available options before proceeding.

We will not request payment through an unexpected email or message link.

Business purchases

Automatic consumer cancellation rights may not apply where goods are purchased wholly or mainly for business purposes.

Business customers should contact us promptly about returns, shortages, faults or incorrect supplies.

Nothing in this section limits any rights or remedies that apply to a business purchase under the relevant contract or law.

Refund method

Approved refunds will normally be returned through the original PayPal transaction.

We will not normally refund an order to:

A different PayPal account
A different payment card
A bank account supplied by email
An unrelated third party

This protects both the customer and Y-Connection against fraud.

Your statutory rights

This Returns and Refunds Policy does not replace or reduce your statutory rights.

Consumer rights may apply in addition to the arrangements described on this page.