In-Store Returns & Exchanges Policy

At ASHK, we want you to love everything you take home. This policy explains how returns and exchanges work for purchases made at our store at Westfield London. It sits alongside, and does not affect, your legal rights under the Consumer Rights Act 2015.

Please note: ASHK is a physical store and we do not sell online. All purchases are made in person, and all returns and exchanges are handled in store.

Your legal rights

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If an item you buy from us is faulty, not as described, or unfit for purpose, you are entitled to a remedy, which may include a repair, replacement or refund. Nothing in this policy affects these statutory rights.

Change-of-mind returns and exchanges

Because you buy in person and can see, hold and, where appropriate, sample our products before purchase, change-of-mind returns are offered as a gesture of goodwill rather than a legal requirement. As a courtesy, we are happy to offer an exchange or credit where:

  • You have your receipt or proof of purchase.

  • The item is unused, unworn and in its original, resalable condition, with any packaging and seals intact.

Items we cannot accept for change-of-mind returns

For health, hygiene and safety reasons, we are unable to accept change-of-mind returns on:

  • Gourmet food items, once opened or if the seal is broken.

  • Fragrances, once opened or used.

  • Personalised or bespoke items made to your specification.

This does not apply where an item is faulty or not as described, in which case your statutory rights apply in full.

Faulty or damaged items

If an item develops a fault or was damaged at the time of purchase, please bring it back to our store with your receipt or proof of purchase as soon as you can. Our team will help you with a repair, replacement or refund in line with your rights under the Consumer Rights Act 2015.

Gifts

If you received an ASHK product as a gift, we are happy to help with an exchange in store, provided you have a valid receipt or proof of purchase and the item meets the conditions above. We recommend asking the gift-giver to keep the receipt.

How refunds are made

Where a refund is due, we will refund to the original method of payment wherever possible. Refunds for card payments are returned to the same card. Please allow a few working days for the amount to appear, depending on your bank.

How to make a return or exchange

Simply bring the item, together with your receipt or proof of purchase, to our store at Westfield London during opening hours. Our team will be glad to help. If you would like to check anything before you visit, please contact us at info@ashkmeanslove.com. 

Contact us

For any questions about returns or exchanges, please contact at info@ashkmeanslove.com, or speak to our team in store at Westfield London.

This policy is provided as a template. Please insert your returns window and details, and have it reviewed by a qualified legal adviser, before publication.