Refund policy

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Returns & Refunds Policy

Last updated: 25.06.2026

This policy applies to orders placed directly through cinnamonisle.co.uk. Orders placed through Amazon or any other marketplace are subject to that marketplace's own returns and refunds policies, not this one.

Nothing in this policy affects your statutory rights under UK consumer law.

In this policy, "we", "us" and "our" mean Cinnamon Isle Ltd (company number 16852904), trading as Cinnamon Isle, registered office 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ. You can contact us at cinnamonisleuk@gmail.com.

1. Two different situations

UK law gives you two separate sets of rights, and which one applies depends on why you want to return an item:

  • You've changed your mind — covered by your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Important exceptions apply to food (see Section 3).
  • Something is wrong with the item — it's faulty, damaged, incorrect, or not as described. This is covered by the Consumer Rights Act 2015 and is explained in Section 5. These rights are not affected by the food exceptions below.

Please read the section that matches your situation.

2. Your right to change your mind (cancellation)

If you are a consumer buying for purposes mainly outside your trade or business, you have the right to cancel your order within 14 days without giving a reason.

The 14-day cancellation period ends 14 days after the day you (or someone you nominate) receive the goods. If your order is delivered in instalments, the period ends 14 days after you receive the last instalment.

To exercise the right to cancel, you must tell us clearly that you have decided to cancel — for example, by email to cinnamonisleuk@gmail.com before the 14 days expire. You may use the model cancellation form (available on request), but you do not have to. To meet the cancellation deadline, it is enough that you send your communication before the cancellation period has expired.

3. Food products: the hygiene-seal exception

Because we sell food, an important exception applies to change-of-mind cancellations under Regulation 28 of the Consumer Contracts Regulations 2013:

  • Unopened, sealed products: you may return these within the 14-day period for a change-of-mind refund.
  • Opened or unsealed products: once the seal or pouch protecting a food product has been opened, we cannot accept it back for a change-of-mind return, for food-safety and hygiene reasons. This is permitted under Regulation 28 of the Consumer Contracts Regulations 2013.

This exception applies only to change-of-mind returns. It does not affect your rights if an item is damaged, faulty, out of date or not as described (see Section 5).

4. Returning your item

To start a return, contact us at cinnamonisleuk@gmail.com before the 14 days expire. Once we accept your return, we'll send instructions on how and where to send your package. For change-of-mind returns, you are responsible for the cost of return postage; we recommend a tracked service, as the goods are your responsibility until they reach us. Items sent back without first requesting a return may not be accepted.

You are entitled to handle the goods only as you would in a shop. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

5. Damaged, faulty, wrong or out-of-date items

Please check your order on arrival and contact us straight away if any item is damaged, faulty, out of date, or not what you ordered. Under the Consumer Rights Act 2015, these rights apply even if the product has been opened, and we will put it right with a replacement or refund. In these cases we cover the cost of return (or arrange collection) and refund any return postage you reasonably pay. A photo of the item and any damage, plus your order number, helps us resolve it quickly.

6. Exceptions / non-returnable items

For change-of-mind returns only, we cannot accept:

  • food products that have been opened or unsealed (hygiene reasons, as above);
  • gift cards.

This does not limit your rights if an item is damaged, faulty, out of date or not as described — those rights always apply. Items being on sale does not remove your statutory rights either.

7. Exchanges

The quickest way to get what you want is to return your eligible item and, once the return is accepted, place a new order for the replacement.

8. Refunds

Once we receive and inspect your return, we'll let you know whether the refund is approved. If approved, we'll refund you to your original payment method within 14 calendar days of receiving the goods back (or of you providing proof that you've returned them). For change-of-mind returns we also refund the standard outbound delivery cost (not any premium delivery upgrade). Your bank or card provider may then take a little longer to post the refund to your account. If 14 days have passed since we confirmed your refund and you haven't received it, contact us at cinnamonisleuk@gmail.com.