You have 14 calendar days from the date of purchase to return an item for a refund. Please make sure to initiate the return process within this time frame.


To request a refund, you have two options:

a) Phone: Call our customer service helpline at 01357 529 682 during our business hours, and one of our representatives will assist you with the refund process.

b) Email: Send an email to sales@octocargo.com with the subject line “Refund Request.” Please include your order number, contact information, and a brief explanation for the return.


Only bespoke products that are found to be defective, damaged, or not in accordance with the agreed-upon specifications are eligible for return. 

Since bespoke items are custom-made to your unique requirements, we do not accept returns for reasons other than those stated above. 


The bespoke product must be in its original condition, free from any signs of wear, tear, or damage caused by misuse or mishandling.

All original packaging, tags, and accessories must be included with the returned item.


The customer is responsible for shipping the product back to us securely and at their expense. 


As mentioned earlier, since bespoke products are made-to-order and tailored to your specific requirements, we do not accept returns for reasons other than defects or discrepancies in specifications. 


Once we receive the returned item and verify that it meets our return policy criteria, we will initiate the refund process. Refunds will be issued using the original payment method within 30 business days. Please note that the time it takes for the refund to appear in your account may vary depending on your financial institution.