Refund policy
Return & Refund Policy
Last Updated: 3 September 2026
At Old Generation, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, you may be entitled to return the goods and receive a refund in accordance with this Return & Refund Policy and applicable UK consumer law.
Nothing in this policy affects or limits any statutory rights you may have under applicable UK consumer protection legislation.
1. Your Right to Cancel
If you are a consumer purchasing goods from Old Generation online, you generally have the legal right to cancel your order within 14 days of receiving the goods, without having to provide a reason.
If your order contains multiple goods that are delivered separately, the cancellation period generally begins when you receive the final item in your order.
To exercise your right to cancel, you must notify us within the applicable 14-day cancellation period by contacting us at:
Email: contact@oldgeneration.com
You may simply send us a clear statement informing us that you wish to cancel your order. You do not have to provide a reason for cancellation.
2. Returning Your Order
After notifying us that you wish to cancel your order, you must return the goods to us without undue delay and no later than 14 days after the day on which you notified us of your cancellation.
Unless the goods are faulty, damaged, incorrect, not as described, or otherwise covered by your statutory rights, you are responsible for the direct cost of returning the goods.
We strongly recommend using a tracked delivery service when returning an item and keeping your proof of postage until your refund has been completed.
3. Condition of Returned Goods
You may handle the goods to the extent necessary to establish their nature, characteristics and functionality, in the same way that you would reasonably be permitted to do in a shop.
If the goods have been handled beyond what is reasonably necessary to inspect them, you may be responsible for any reduction in the value of the goods resulting from such handling, to the extent permitted by applicable UK law.
Where reasonably possible, returned goods should include their original packaging, labels, accessories and any other materials supplied with the order.
4. Refunds
Once you have validly cancelled your order, we will process your refund without undue delay and, where applicable, within 14 days of receiving the returned goods or receiving evidence that you have sent the goods back.
Where required by applicable UK law, your refund will include the cost of the least expensive standard delivery option offered by us.
If you selected a more expensive delivery option, we are not required to refund the additional cost above the price of the least expensive standard delivery option.
Refunds will normally be made using the same payment method used for the original transaction, unless we have agreed otherwise with you.
We will not charge you a fee for processing a refund that you are legally entitled to receive.
5. Faulty, Damaged or Incorrect Goods
If the goods you receive are faulty, damaged, not as described, or otherwise fail to meet the standards required by UK consumer law, please contact us as soon as possible at:
Email: contact@oldgeneration.com
Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction or refund.
These statutory rights are separate from your right to cancel an online order during the applicable 14-day cancellation period.
Under the Consumer Rights Act 2015, goods supplied to consumers must meet applicable legal requirements, including being of satisfactory quality, fit for purpose and as described.
6. Exceptions to the Right to Cancel
Certain goods may be excluded from the statutory 14-day cancellation right where a specific legal exception applies.
Examples may include:
- Goods made to the consumer's specifications or clearly personalised;
- Goods that are liable to deteriorate or expire rapidly;
- Sealed goods that are unsuitable for return for health or hygiene reasons once unsealed;
- Certain sealed audio or video recordings or computer software once unsealed; and
- Other goods or services falling within a statutory exception.
Where a statutory exception applies, this does not remove any other legal rights you may have if the goods are faulty, damaged, not as described, or otherwise fail to comply with applicable consumer law.
7. Sale Items
Goods purchased at a discounted or sale price are subject to the same statutory consumer rights as goods purchased at full price.
Sale items may therefore be returned in accordance with this policy and applicable UK consumer law, subject to any applicable statutory exceptions.
8. How to Request a Return or Refund
To request a return, cancellation or refund, please contact us at:
Email: contact@oldgeneration.com
Where applicable, please include the following information:
- Your order number;
- The name used when placing the order;
- The item or items you wish to return;
- The reason for your return, if applicable; and
- Photographs of the goods if they are damaged or faulty.
Providing this information may help us process your request more efficiently. However, you are not required to provide a reason when exercising your statutory right to cancel an online order during the applicable cancellation period.
9. Return Shipping Costs
Where you are exercising your statutory right to cancel an order because you have changed your mind, you are generally responsible for the direct cost of returning the goods, unless we have agreed to cover the cost or applicable law requires otherwise.
If the goods are faulty, damaged, incorrect, not as described, or otherwise covered by your statutory rights, please contact us before returning the goods so that we can provide appropriate instructions.
10. Statutory Consumer Rights
This policy is intended to operate alongside, and not replace, your statutory rights under applicable UK consumer protection legislation.
In particular, this policy takes into account applicable provisions of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, as applicable to your purchase.
Where any provision of this policy conflicts with a mandatory consumer right, the applicable statutory right will prevail.
11. Contact Us
If you have any questions about returns, cancellations, refunds or your consumer rights, please contact us:
Old Generation
Email:
contact@oldgeneration.com