Escape Cancellation & Returns Policy
Cancellations & Order Amendments
If you place an order with Escape and then decide you want to cancel the order, change the order or change the delivery address, you must contact the Customer Help Team immediately and we will do our best to cancel or amend the order before it is dispatched.
To give our customers the best possible service Escape processes and dispatches orders very quickly. As a result we cannot always guarantee that we will be able to cancel or amend orders before they are dispatched, even if you notify us the same day the order was placed.
In the event that it is not possible to cancel or amend an order before it has been dispatched, please see the information below on returning and refunds.
Returns & Refunds
All items sold on the Escape website are subject to a statutory cooling off period of 7 business days. This means that if you would like to return your order for a refund for any reason, you will be entitled to a full refund on any unopened and unused items purchased within this time period. This 7 working day period begins the day that you receive your order.
In order to qualify for a refund under the statutory 7 day cooling off period, you must notify the Customer Help Team before the end of the 7 business days period. Unfortunately we will be unable to accept requests made after this time, unless the item is an Escape Starter Kit which can be returned under our 30 Day Money Back Guarantee.
A pre-paid return label will be provided once your return request has been processed.
Returns & Replacements
Very occasionally a fault with a product may not become apparent during quality assurance procedures. If you receive a faulty product, please accept our apologies and notify the Customer Help Team immediately. We will do our best to resolve the problem and may offer some troubleshooting advice, if this does not resolve the problem, we will provide a pre-paid return label for you to return the faulty item
To be eligible for replacement, your item must be within the warranty period and you must notify us of the problem you are experiencing as soon as you notice it. Before we are able to issue a replacement, we request that you send back the faulty item, using a pre-paid return label that we will provide you with. The Escape Quality Assurance Team will analyse and test the item to verify and identify the fault. The testing process is usually completed within 5 business days of having received your item.
Please ensure that you contact the Escape Customer Help Team before you return any items to us. Unexpected returns take significantly longer to process and may be returned to sender without replacement or refund.