Refund policy

Last updated: 4 August 2026

This Refund Policy explains how cancellations, returns and refunds work at Ashford Co. It applies to all orders placed through this store. Nothing in this policy limits your statutory rights as a consumer.

Summary

• Return window: 14 days from the day you receive your order.
• Condition: unused, unworn and undamaged, in the original packaging with all tags attached.
• Return shipping: paid by the customer, except where the item is faulty, damaged in transit or not what you ordered.
• Refund time: within 14 days of us receiving the item back or receiving proof that you have returned it.
• How to reach us: email sac@ashfordco.shop. Email is our primary support channel and every message is answered within 24 hours on business days.

How to start a return

Email sac@ashfordco.shop with your order number and the item or items you wish to return. Please wait for a return authorisation and the correct return address before sending anything back. Parcels returned to the sender address printed on the shipping label, or to our business address without prior authorisation, cannot be received or refunded.

Right of withdrawal (European Union and United Kingdom)

If you are a consumer resident in the EU or the UK, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. Where an order contains several items delivered separately, the 14-day period begins on the day you receive the last item.

To exercise this right, notify us of your decision by a clear statement sent to sac@ashfordco.shop before the 14-day period expires. You may use the model withdrawal form below, but you are not required to.

After notifying us, you have a further 14 days to send the goods back. We will reimburse all payments received from you, including the cost of standard outbound delivery, within 14 days of receiving the goods back or receiving evidence that you have sent them, whichever comes first. If you selected a delivery method more expensive than our standard option, we refund the standard delivery cost only. You bear the direct cost of returning the goods. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Model withdrawal form

To Ashford Co, 14 Crest Hill Dr, Fountain Inn, South Carolina 29644, United States, sac@ashfordco.shop: I hereby give notice that I withdraw from my contract of sale of the following goods: [item or items]. Ordered on / received on: [date]. Order number: [number]. Name of consumer: [name]. Address of consumer: [address]. Date: [date].

Legal guarantee of conformity (European Union)

Goods sold to consumers in the EU are covered by the statutory legal guarantee of conformity for two years from delivery. If an item does not conform to the contract, you are entitled to have it brought into conformity through repair or replacement, or to a proportionate price reduction or a refund, in accordance with applicable law.

Customers in the United States

Returns are accepted within 14 days of delivery on the conditions set out in this policy. Original outbound shipping charges are not refundable on discretionary returns. This does not apply where an item is faulty, damaged or incorrect, in which case shipping is fully refunded.

Faulty, damaged or incorrect items

Please inspect your order on delivery. If an item is faulty, was damaged in transit, or is not the item you ordered, contact us at sac@ashfordco.shop within 14 days of delivery with your order number and photographs of the item and its packaging. We will arrange a replacement or a full refund, including shipping costs, at no cost to you.

Items that cannot be returned

• Items that have been used, worn, washed, altered or damaged after delivery
• Items returned without their original packaging or with tags removed
• Sealed goods that are not suitable for return for reasons of health protection or hygiene once unsealed after delivery
• Custom-made or personalised items
• Gift cards

Cancelling an order before dispatch

Orders can be cancelled free of charge at any time before they enter fulfilment. Email sac@ashfordco.shop with your order number as soon as possible. Once an order has been dispatched it must be handled as a return.

How refunds are issued

Approved refunds are issued to the original payment method. We process refunds within 14 days of approval. Your bank or card issuer may require additional time to post the funds to your account. If a return is rejected we will notify you by email and explain the reason.

Unclaimed or refused parcels

If a parcel is returned to us because it was unclaimed, refused at delivery, or because an incorrect or incomplete delivery address was provided, we will refund the value of the goods less the outbound shipping cost actually incurred.

Contact

Ashford Co
Email: sac@ashfordco.shop (primary support channel)
14 Crest Hill Dr, Fountain Inn, South Carolina 29644, United States