Refund policy

Returns Policy

Block & Hold is a trading name of WOLFOAKCONSULTING LTD (company number 17280382, registered in England & Wales). We want you to be happy with your Block & Hold gear. This policy explains how returns work and sits alongside your statutory consumer rights; it does not take them away. Please read it carefully.

1. 30-Day Goodwill Returns (Authorisation Required)
In addition to your statutory rights (see section 2), we accept change-of-mind returns within 30 days of delivery. All returns must be authorised first — email contact@blockandhold.com with your order number before sending anything back. Returns sent without authorisation may be refused, delayed, or returned to sender at your cost.

  • Goods must be returned complete and in resaleable condition, with all holds, hardware, packaging, and accessories included
  • Return postage is paid by the customer and is non-refundable
  • Original outbound shipping charges are non-refundable on change-of-mind returns
  • Use a tracked, insured service; until the item reaches us it remains your responsibility, and we are not responsible for returns lost or damaged on the way back to us
  • We must receive the item within the 30-day window

Refunds for goodwill returns are issued only after we receive and inspect the item. If it arrives used, damaged, or incomplete beyond what's needed to inspect it, we reserve the right to reduce the refund to reflect the loss in value. This goodwill window is separate from, and does not limit, your statutory rights in sections 2 and 3.

2. Your Statutory Right to Cancel (UK & EU online orders)
If you are in the UK or EU, you may cancel your order within 14 days of receiving it, for any reason, with a further 14 days to return the goods once you have told us. You may handle the goods only as you would in a shop to check them; if they show use, wear, missing parts, or damage beyond what is necessary to inspect them, we will reduce your refund to reflect that loss in value. To cancel, email contact@blockandhold.com with your order number within the 14-day window.

3. Faulty or Damaged Items
If your item arrives faulty or damaged, email contact@blockandhold.com as soon as possible with your order number and clear photos of the product and packaging. Prompt reporting helps us resolve claims quickly and may be needed to support a courier claim. Your rights for faulty goods are protected by law (in the UK, the Consumer Rights Act 2015; in Australia, the non-excludable guarantees under the Australian Consumer Law; and equivalent protections in the US and Canada). Where goods are confirmed faulty, we will provide a repair, replacement, or refund as required by the law applying to you; Australian customers may choose a refund or replacement where there is a major failure. We may ask you to return the faulty item (at our cost) for inspection before issuing a remedy. Faults we determine resulted from misuse, accident, normal wear, or alteration after delivery may not qualify.

4. Cancellations & Changes
If you need to change or cancel an order, contact us as soon as possible and we'll help where we can. We process orders quickly, so once an order is dispatched we may not be able to change it; your statutory cancellation rights in section 2 still apply. We cannot refund or take responsibility for orders delayed or lost because an incorrect or incomplete address was provided at checkout.

5. Non-Returnable Items
The following cannot be returned under our goodwill policy (your statutory rights for faulty goods are unaffected): gift cards, and any item returned incomplete or not in resaleable condition.

6. Exchanges
We do not offer direct exchanges. To get a different item, return your original under the terms above (once authorised) and place a new order.

7. Failed Delivery & Missing Parcels
Where tracking confirms delivery to the address provided, or a parcel is refused, unclaimed, or left uncollected, we are not able to offer a refund or free replacement, though we'll discuss options with you. If a parcel shows as delivered but you haven't received it, check with neighbours, household members, and safe spots first, then contact us and we'll raise an investigation with the courier.

8. Refunds
Approved refunds are issued to the original payment method. For goodwill returns, refunds are made within 5–10 business days of us receiving and inspecting the item, depending on your bank or provider. Where you are exercising a statutory cancellation right, we will refund within 14 days of receiving the goods back (or proof you have sent them).

Need help? Email contact@blockandhold.com — we aim to reply within 24 hours (Mon–Fri). Please quote your order number on all enquiries.