Refund policy

Return and Refund Policy

Last Updated: August 25, 2026

At Formen, operated by DRAX LUXUS LTD, we want you to be satisfied with your purchase. This Return and Refund Policy explains the conditions under which products may be returned and refunds may be issued.

1. Company Information

Company Name: DRAX LUXUS LTD
Trading Name: Formen
Registered Address: 71-75 Shelton Street, London, United Kingdom, WC2H 9JQ
Company Number: 17316562
Email: support@useformen.shop
Phone: +44 7427 076030

2. Return Period

Customers may request a return within 14 days of receiving their order, subject to the conditions outlined in this policy and applicable consumer protection laws.

To request a return, please contact us at support@useformen.shop before sending any product back.

3. Return Conditions

To be eligible for a return, the product should generally:

  • Be unused and in its original condition.

  • Be in its original packaging, where applicable.

  • Include all accessories, tags, and other materials supplied with the product.

  • Not show signs of damage caused by misuse, improper handling, or normal wear and tear.

Certain products may not be eligible for return where applicable law permits an exception, including products that are personalized, made to order, or sealed products that cannot be returned for hygiene reasons once opened.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or contains the wrong product, please contact us as soon as possible at support@useformen.shop.

Please include:

  • Your order number

  • A description of the issue

  • Clear photographs or videos showing the product and, where relevant, the packaging

We will review the issue and, where appropriate, offer a replacement, repair, refund, or another appropriate resolution in accordance with applicable law.

5. How to Request a Return

To request a return, contact:

Email: support@useformen.shop

Please provide your order number and explain the reason for your return.

If your return is approved, we will provide instructions regarding where and how the product should be returned.

Do not send products to the registered company address unless specifically instructed to do so.

6. Return Shipping Costs

Unless the product is defective, damaged upon arrival, incorrect, or applicable law requires otherwise, the customer may be responsible for the cost of returning the product.

Where the return is due to an error on our part or a defective product, we will determine the appropriate return-shipping arrangement on a case-by-case basis and in accordance with applicable law.

7. Refunds

Once an approved return has been received and inspected, we will notify you regarding the status of your refund.

If approved, the refund will generally be issued to the original payment method.

The time required for the funds to appear in your account may depend on your bank, card issuer, or payment provider.

8. Partial Refunds

In certain circumstances, a partial refund may be offered where permitted by applicable law, including where a returned product has diminished in value due to handling beyond what is reasonably necessary to inspect the product.

9. Late or Missing Refunds

If you have been notified that a refund has been issued but have not received it, please:

  1. Check your bank or payment account.

  2. Contact your card issuer or payment provider.

  3. Contact your bank, as processing times may vary.

If you have completed these steps and still have not received your refund, contact us at support@useformen.shop.

10. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at support@useformen.shop.

We will make reasonable efforts to cancel orders that have not yet been processed or shipped. Once an order has been processed or dispatched, cancellation may no longer be possible, and the return procedure may apply instead.

Nothing in this section limits any statutory cancellation or withdrawal rights that may apply to you under applicable consumer protection law.

11. Delivery Time

Our standard estimated delivery timeframe is 7 to 15 business days.

Delivery times may vary depending on the destination, shipping carrier, customs processing, public holidays, and circumstances outside our reasonable control.

A delay in delivery does not automatically qualify an order for a refund unless required by applicable law.

12. Consumer Rights

This policy is intended to supplement, and not restrict, any mandatory consumer rights available to you under applicable law.

Where applicable consumer protection legislation provides you with rights that are more favorable than the terms of this policy, those statutory rights will apply.

13. Contact Us

For questions regarding returns, refunds, cancellations, or damaged products, please contact:

DRAX LUXUS LTD
Formen
71-75 Shelton Street
London, United Kingdom
WC2H 9JQ

Email: support@useformen.shop
Phone: +44 7427 076030