Refund & Returns Policy

Last updated: 29 June 2026

This Refund & Returns Policy applies to purchases made from Positano Life (operated by DHS ECOM DIGITAL BUSINESS LTD). We want you to be happy with your order, and this policy explains your options if you need to return an item or request a refund.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. (This is separate from, and in addition to, the statutory 14-day cancellation right described further below for customers in the UK, EU and EEA.)

How to Start a Return

The fastest way to request a return is through your account:

• Customer account: https://shopify.com/83880018145/account — log in, open the relevant order, and select the items you'd like to return.
• If you checked out using only your phone number (no email address): you won't be able to use the account link above. Instead, please use the return link included in the order confirmation text message (SMS) we sent you, or contact us at support@positano-life.com and we'll help.
• You can also start a return or ask any return-related question by emailing support@positano-life.com.

Please do not send items back before requesting a return. Items sent to us without first requesting and receiving a return authorisation will not be accepted.

Return Eligibility

To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Once your return is requested and accepted, we'll send you instructions on how and where to send your package. Returns should be sent to:

275 New North Road, Islington #1019, London N1 7AA, United Kingdom

Return Shipping Costs

• Faulty, damaged, or incorrect items: if your item is defective, damaged, or you received the wrong product, we cover the cost of return shipping and will provide a prepaid return label.
• Change-of-mind returns (including statutory cancellations described below): you are responsible for the direct cost of returning the goods to us, unless we expressly agree otherwise in writing.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

• Perishable goods (such as food, flowers, or plants)
• Custom products (such as special orders or personalised items)
• Personal care goods (such as beauty products)
• Hazardous materials, flammable liquids, or gases

We also cannot accept returns on sale items or gift cards.

Please get in touch if you have any questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and — once the return is accepted — make a separate purchase for the new item.

United Kingdom, EU & EEA — 14-Day Right to Cancel (Cooling-Off Period)

If you are a consumer in the United Kingdom, the European Union, or the European Economic Area, you have the right to cancel your order within 14 days without giving any reason. This statutory right applies in addition to our 30-day return policy above.

• Cancellation window: The 14-day period runs from the day you (or someone you nominate) receive the goods. For an order containing multiple items delivered separately, the period runs from the day you receive the last item.
• How to cancel: Tell us clearly that you wish to cancel — by email at support@positano-life.com or via your account at https://shopify.com/83880018145/account — before the 14-day period ends.
• Returning the goods: After telling us you wish to cancel, you must send the goods back within 14 days. The item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
• Cost of returning the goods: You are responsible for the direct cost of returning the goods, unless we expressly agree otherwise.
• Refund of the delivery you paid: We will refund the standard delivery cost you originally paid. If you chose a more expensive delivery option (for example, express or expedited shipping), we will only refund the cost of our cheapest standard delivery method.
• Refund timing: We will issue your refund within 14 days of being informed of your decision to cancel. We may withhold the refund until we have received the goods back, or until you have supplied proof that you have sent them back, whichever is earlier.

Refunds

We will notify you once we've received and inspected your return, and let you know whether the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days (and, for statutory cancellations, within the 14-day period described above). Please remember that it can take some additional time for your bank or credit card company to process and post the refund.

Where applicable, your refund will include the original standard delivery charge (but not any extra cost you paid for an upgraded or express delivery option).

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at support@positano-life.com.

Contact Us

If you have any questions about returns or refunds, please contact us:

• Email: support@positano-life.com
• Phone: +44 7457 426293
• Address: 275 New North Road, Islington #1019, London N1 7AA, United Kingdom