Last updated: 6 October 2025

At The Prop Shop Cheshire, we want you to be completely happy with your order or booking. This policy explains how we handle returns, refunds, and cancellations for both product purchases and event hire services.

1. Product Returns (e.g. soaps, wax melts, gifts)

We hope you love your order, but if for any reason you’re not satisfied, you may return your item(s) under the following conditions:

• You must notify us within 14 days of receiving your order that you’d like to return it.

• Items must be unused, unopened, and in their original packaging.

• Due to hygiene reasons, we cannot accept returns on used bath and body products.

To request a return, please email hello@thepropshopcheshire.co.uk with your order number and reason for return.

Once your return is approved, we’ll provide you with the return address. Customers are responsible for return shipping costs unless the item is faulty or incorrect.

After receiving and inspecting your return, we’ll process your refund within 5–10 working days to your original payment method.

2. Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery.
We’ll ask for photos of the packaging and product so we can investigate and arrange a replacement or refund as quickly as possible.

3. Event Hire Cancellations & Refunds

For all event hire bookings (including selfie stations, carts, and event bikes):

• A £25 non-refundable deposit is required to secure your booking.

• The remaining balance is due by the date stated on your booking confirmation.

Cancellations:

• If you cancel more than 14 days before your event, your deposit will be retained, but any additional payments will be refunded.

• If you cancel within 14 days of your event, the full booking fee may still apply, as your date and equipment will have been reserved for you.

• In exceptional circumstances (such as illness or venue issues), we may offer to transfer your booking to a new date, subject to availability.

If we need to cancel due to unforeseen circumstances (e.g. severe weather, transport issues, or equipment fault), you’ll be offered either a full refund or an alternative date.

4. Refund Processing Times

Refunds are processed back to your original payment method within 5–10 working days once approved.
If you haven’t received your refund after 10 working days, please contact your bank or payment provider before reaching out to us.

5. Non-Refundable Items

• Custom-made or personalised items (e.g. bespoke signage or name props)

• Used bath, body, or cosmetic products

• Delivery or collection fees once a service has been completed

6. Contact Us

If you have any questions or need to request a return or refund, please get in touch:

📧 Email: hello@thepropshopcheshire.co.uk
📞 Phone: 07701 341113
📍 The Prop Shop Cheshire, Stockport, UK