Returns, Refunds & Delivery Policy

This page covers three things: how your order gets to you, how to send something back, and what happens when a parcel goes missing. Your legal rights are set out here in full, including the ones that override anything else on this page.

Delivery

You get a tracking number by email when the parcel goes out. Everything is sent in plain packaging that does not say what is inside.

The law gives us up to 30 days to deliver unless we have agreed otherwise. We do not expect to need them, and we will tell you if something is holding an order up.

If a parcel does not arrive

Tell us at hello@aminoand.co and we will start on it the same working day. Here is exactly what happens.

  1. We check the tracking and tell you what it says.
  2. We raise it with Royal Mail. They will not treat a Tracked 48 item as lost until it is ten working days past its due date, so there is a wait built into this that is theirs rather than ours. We will keep you posted rather than leave you wondering.
  3. When the outcome is agreed — that the item is lost, or that it was never delivered — we replace it if we have the stock, or refund you in full if we do not. The choice of a replacement is yours if we can offer one.
  4. We act within 7 days of that outcome being agreed with you by email.

A word about what the law says, because it is better than what most shops offer: until the goods are physically delivered to you, they are our risk, not yours. A parcel lost in the post is our problem to solve. Nothing on this page changes that.

If a parcel arrives damaged, take a photograph before you unpack it if you can, and email us. That is a fault, and the "Something is wrong with it" section below applies.

Changing your mind — your 14-day right

If you are buying as a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to change your mind about a distance purchase, for any reason or none.

To cancel, email hello@aminoand.co with your order reference and say you are cancelling. A clear statement is all that is needed; you do not have to give a reason and you do not have to use a form.

What we refund

We refund the price of the goods and the standard delivery charge you paid.

If you handled the goods more than you would have been able to in a shop, we may reduce the refund to reflect the value lost. Looking at something, and trying it as you would on a shop counter, does not cost you anything.

Return postage is yours

You pay the cost of sending goods back when you have changed your mind. We recommend a tracked service — until it reaches us, it is your parcel, and without tracking neither of us can prove where it got to.

Send returns to: Unit 93954, PO Box 7169, Poole BH15 9EL.

The exception — sealed goods that cannot be resold

The Regulations remove the right to change your mind for sealed goods which are not suitable for return for reasons of health protection or hygiene, once they have been unsealed.

That exception applies to these, once the seal is broken:

Unopened and with the seal intact, all of these can be returned in the normal way. Opened, they cannot, because we cannot know how they have been kept and we will not resell a sterile item on trust.

The exception does not apply to pens, cases, storage or anything else that is not supplied sterile and sealed. Those you may return within the 14 days whether or not you have opened the box, subject to the deduction above if they have been used more than examined.

None of this touches your rights if the item is faulty. Those are next, and they are not affected by opening anything.

Something is wrong with it

If goods are faulty, damaged, not as described, or not what you ordered, the Consumer Rights Act 2015 applies and it is stronger than any policy we could write.

We pay the postage on anything returned as faulty. Email us first and we will tell you how to send it back without paying for it.

Refunds — how the money comes back

A refund goes back the way it came. We do not offer credit notes or store credit, and we do not need your bank details.

If you paid by card through PayPal

The refund goes back to the card or PayPal balance you paid from. PayPal usually shows it within a few working days; how quickly it reaches a card statement is your bank's business rather than ours.

If you paid in USDT or USDC

The refund is owed in pounds and paid in coin.

You agreed a price in sterling, so that sterling figure is what we send back — converted to USDT or USDC at the exchange rate on the day we make the refund, and sent to an Ethereum address you give us.

That is deliberate, and it is the fairer of the two options. Sending back the identical number of coins you paid would leave you short whenever the market had moved since, with a sum that matches nothing you agreed to. It also means the coin amount you get back will usually not be the coin amount you sent, and that is the arithmetic working rather than a mistake.

Two practical points:

Refunds we cannot make

We cannot refund a payment that never reached us. If a coin payment went to the wrong address, on the wrong network, or in a coin we do not accept, that money did not arrive here and we have nothing to send back. The payment screen says so before you send anything.

Cancelling before you have paid

Separately from all of the above, you can cancel an unpaid order yourself while we are holding the stock for you, from the order screen. Nothing has been charged, so there is nothing to refund. This is explained in our Terms & Conditions.

Getting hold of us

Email hello@aminoand.co with your order reference. We aim to answer within one working day.

Last updated: 9 September 2026.