Refund policy

RETURN AND REFUND POLICY

Last updated: 9 August 2026

This policy is issued by CEO OUD LTD (company number 16096661), trading as CEO OUD. It applies to online purchases made through CEOOUD.com. The section headed “Purchases at Surrey Quays” applies to face-to-face purchases made there. Nothing in this policy limits your statutory rights.

ONLINE RIGHT TO CANCEL

For eligible online purchases, you may cancel without giving a reason within 14 days after the day you, or someone you nominate other than the carrier, receives the goods. If goods from one order are delivered separately, the cancellation period begins after the day the last item is received.

To cancel, tell us before the cancellation period expires by making a clear statement that you wish to cancel. You can email ceooud@gmail.com or write to CEO OUD LTD, 26 Molton House, Charlotte Terrace, London, England, N1 0JJ.

Please include your name, order number and the items concerned where possible. You may use the model cancellation form at the end of this policy, but you do not have to.

After telling us you wish to cancel, you must return the goods without undue delay and no later than 14 days after notifying us. Please contact us for the correct return instructions and return address before sending anything. Do not send returns to our registered office unless we specifically instruct you to do so.

CONDITION AND HANDLING OF RETURNED GOODS

You may handle a product only as reasonably necessary to establish its nature, characteristics and functioning, as you might in a shop.

Opening packaging does not automatically remove your right to cancel. However, if handling goes further than reasonably necessary and causes a loss in value, we may make a proportionate deduction reflecting the actual loss. Depending on its extent and effect, spraying or using a fragrance may constitute handling beyond what is reasonably necessary.

Please return the product with its original packaging where possible. We recommend using a tracked service and keeping proof of postage, but tracked delivery is not mandatory.

RETURN POSTAGE

You are responsible for the direct cost of returning a change-of-mind order where we informed you of this before purchase.

CEO OUD will bear reasonable return costs where goods are faulty, damaged on arrival, incorrect or otherwise do not conform to the contract.

REFUNDS FOR ONLINE CANCELLATIONS

We will reimburse the amount due no later than 14 days after we receive the returned goods or, if earlier, after you provide evidence that they have been sent back.

We may withhold reimbursement until we receive the goods or you provide evidence of return, whichever occurs first.

Where required by law, the refund will include the cost of our standard outbound delivery service. We will not refund the additional amount paid for express, upgraded or other non-standard delivery beyond the cost of standard delivery.

Refunds will be made using the original payment method unless you expressly agree otherwise, and you will not be charged a refund fee. Your bank or payment provider may take additional time to show the refund in your account.

CHANGE-OF-MIND EXCHANGES

CEO OUD does not offer direct exchanges for change-of-mind returns. Return the eligible item for a refund and place a new order.

This does not affect any statutory right to a repair or replacement where goods are faulty or otherwise do not conform to the contract.

FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED GOODS

If an item is faulty, damaged on arrival, incorrect, not as described, not of satisfactory quality or not fit for purpose, please contact ceooud@gmail.com with your order number and details of the issue.

Photographs or video may help us investigate, but they are not a condition of your statutory rights.

Depending on the circumstances, your legal remedies may include the short-term right to reject, repair or replacement, a price reduction, or the final right to reject. CEO OUD will bear reasonable return costs where goods do not conform to the contract.

PURCHASES AT SURREY QUAYS

Purchases completed face-to-face at our regular Surrey Quays retail stand do not normally carry an automatic legal right to a refund or exchange merely because you change your mind.

This does not affect your statutory rights where goods are faulty, damaged, incorrect or misdescribed.

An order contracted online before collection remains governed by the online cancellation provisions above. Different cancellation rules may also apply to a sale made at a one-off event away from our usual business premises.

CONTACT

Email: ceooud@gmail.com

CEO OUD LTD
26 Molton House, Charlotte Terrace
London, England
N1 0JJ

This registered office is not a returns address unless we specifically tell you otherwise.

MODEL CANCELLATION FORM

Complete and return this form only if you wish to cancel an eligible online contract. You may instead send any other clear statement that you wish to cancel.

To:

CEO OUD LTD
26 Molton House, Charlotte Terrace
London, England
N1 0JJ
ceooud@gmail.com

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Goods:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s), only if this form is submitted on paper:

Date: