Returns & refunds
Sixty days from delivery on eligible products, a clear rule on who pays return shipping, and refunds administered centrally.
60 days from delivery on eligible products
The return window runs from the date the item was delivered, not the date it was ordered — so a long transit does not eat into your time to decide.
60-day window
Eligible products may be returned within 60 days of delivery. Items should be in returnable condition with proof of purchase or an order reference.
Refund to original payment
Refunds are issued to the original payment method where practical or required. Refunds are administered centrally by 4Square.
Return shipping
4Square pays return shipping where the return results from our error. The customer pays return shipping for discretionary returns.
It depends on why it is coming back
We pay when the return results from a 4Square or fulfillment error — the wrong item was sent, it arrived damaged, it was not as described, or it was a duplicate shipment.
You pay for discretionary returns — a change of mind, an item no longer needed, or an ordering error on the customer’s side.
If you are unsure which applies, contact support before returning the item. We would rather answer the question up front than have you out of pocket unnecessarily.
What cannot usually be returned
- Personalised or custom-made items
- Opened consumables, food and hygiene products
- Digital products once delivered
- Services already performed
- Items not in returnable condition
Exclusions apply only where lawful. Your statutory consumer rights are preserved in all cases.
How the process works
Contact support
Contact your Regional Distributor or central support with the order reference and the reason for the return. Do not ship the item back before it has been authorised.
Return is authorised
Eligibility is confirmed, along with who bears return shipping, and you are given return instructions.
Ship the item back
Return the item in returnable condition using the instructions provided. Keep the tracking reference.
Refund is processed
Once the return is received and checked, the refund is issued to the original payment method. Timing to appear on a statement depends on your card issuer.
Refunds are administered by 4Square, not by your Regional Distributor. 4Square Systems is the merchant of record and processes all refunds and payment adjustments centrally. Your Regional Distributor will help you raise the return, but the refund itself is issued centrally.
Questions about an order?
Your Regional Distributor is your local point of contact for orders and service requests. Billing, refunds and payment disputes are handled by centralized 4Square administration.