Last updated:  28 September 2025

We want you to love your purchase and feel confident when shopping with Forgotten Forest. This policy explains your rights and our process for returns, cancellations, and refunds for both physical goods and events we host.

1. Your right to cancel

  • Under UK law, you have the right to cancel your order within 14 days of receiving it.
  • You then have another 14 days to return the item(s) to us.
  • Once we receive your return, we’ll issue a refund within 14 days. Refunds are made to your original payment method.

2. How to cancel or return

To cancel or arrange a return, please email us at sarah@forgottenforest.net with your order number and details. We’ll guide you through the process.

Unless your item is faulty or incorrect, you are responsible for return postage costs. Please keep proof of postage until we confirm receipt.

3. Items that cannot be returned

For hygiene, safety, or customisation reasons, we cannot accept returns of:

  • Personalised or made-to-order items.
  • Opened health, beauty, or skincare products.
  • Perishable goods (e.g. food, plants).
  • Digital downloads once access has been provided.

This does not affect your right to a refund for faulty or misdescribed items.

4. Faulty or incorrect items

If your order arrives damaged, faulty, or not as described:

  • Please contact us within 30 days of receiving it.
  • We will arrange a replacement, repair, or full refund (including return postage costs).

5. Event bookings (if applicable)

For workshops and events:

  • You can request a refund up to 14 days after booking unless the event takes place within that period.
  • After this, cancellations are non-refundable, but we may offer to transfer your ticket to another event or allow you to gift it to someone else.
  • If we cancel an event, you will always receive a full refund.

6. Processing refunds

  • Refunds are made to the original payment method only.
  • Please allow up to 10 working days for the money to appear in your account (your bank timelines may vary).

In short: You can cancel within 14 days, we’ll always put right any problems with faulty or incorrect items, and we’ll keep the process as smooth and fair as possible.