Refund policy

Last updated: 14 October 2026

1. Who we are

Stain Lift is a trading name of Denis Rawlins Ltd, Quatro House, Lyon Way, Frimley Road, Camberley, Surrey, GU16 7ER, United Kingdom. If you have any questions about returns or refunds, email info@stainlift.co.uk or call 0121 313 6748 (Monday to Friday, 9am to 5pm).

2. Your right to cancel

Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days of the day you receive your goods. If your order arrives in more than one delivery, the 14 days start from the day you receive the last item. You do not need to give a reason.

3. Unopened items only

STAIN LIFT is a liquid cleaning product. For hygiene and safety reasons, we can only accept change-of-mind returns of bottles that are unopened, sealed, unused and in their original condition. We cannot accept the return of bottles that have been opened or used unless they are faulty (see section 7). If you bought a bundle, you can return any unopened bottles from it.

4. How to start a return

Email us at info@stainlift.co.uk with your order number and tell us which items you want to return. We will confirm your return and give you any instructions you need. Please do not send items back without contacting us first.

5. Sending your return

You must send the goods back within 14 days of telling us you want to cancel. Please pack the bottles securely, upright and in a sealed bag if possible, so they cannot leak in transit. Send them to:

Returns, Unit 16 Enterprise Centre
Basingstoke
RG22 6NQ
United Kingdom

We recommend using a tracked service and keeping your proof of postage, as the goods remain your responsibility until they reach us.

6. Who pays for return postage

• Change of mind: you pay the cost of sending the goods back to us.
• Faulty, damaged, leaking or incorrect items: we pay. We will refund your reasonable return postage or arrange the collection or return for you.

7. Faulty, damaged or leaking items

Our products are supplied subject to your rights under the Consumer Rights Act 2015. If a product arrives damaged, leaking or faulty, or we send you the wrong item, please contact us within 30 days of delivery with your order number and a photo. We will offer a replacement or a full refund, including delivery costs. Your legal rights may still apply after 30 days, so please contact us if you have a problem at any time.

8. Your refund

We will refund the price of the goods and the standard delivery charge you paid. If you chose a more expensive delivery option, we only need to refund the cost of our standard option. We will make your refund within 14 days of receiving the returned goods, or within 14 days of you providing proof that you have sent them back, if that is earlier. Refunds are made using your original payment method. We may reduce a refund if the goods have been opened, used or handled more than was needed to check them.

9. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer. This policy forms part of our Terms of Service.

10. Changes to this policy

We may update this policy from time to time. The version in force when you place your order will apply to that order.