Last updated: October 2026
At Ethnic City, we want you to shop with confidence. If something isn't quite right, we're here to help.
This policy applies to purchases made through the Ethnic City website, including Celebration Crackers, bags, dolls, accessories and other products in our range. It should be read alongside our Terms & Conditions.
Changed Your Mind?
If you are a consumer purchasing online, you generally have the right to cancel your order within 14 days of receiving your goods, subject to applicable legal exceptions. You do not need to give a reason.
To cancel your order:
- Notify us within 14 days of receiving your order that you wish to cancel.
- Return the goods within 14 days of notifying us.
- Please contact us before returning any items so we can provide the appropriate return instructions.
You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, as you would in a shop.
Items should be returned in their original condition, with original packaging where possible. However, opening packaging or inspecting an item does not automatically remove your statutory cancellation rights.
Unless the item is faulty, damaged, incorrectly supplied or we have otherwise agreed to cover the cost, you will normally be responsible for the direct cost of returning goods when cancelling because you have changed your mind, provided we informed you of this before purchase.
Celebration Crackers — Important Return Information
Ethnic City Celebration Crackers are single-use products containing a cracker snap. Once pulled, a cracker cannot be restored to its original unused condition.
If you are considering cancelling because you have changed your mind, please do not pull, fire or use the crackers or their contents.
You may open the outer packaging and inspect the goods to the extent reasonably necessary to establish their nature, characteristics and functioning. If you intend to cancel, do not pull the crackers, remove or activate the snaps, or use the gifts or contents.
If a cracker has been pulled or used, or the goods have been handled beyond what is reasonably necessary for inspection, this may reduce their value. Where the law permits, we may deduct the actual reduction in value from your refund.
Any deduction will be assessed on the actual condition and resale value of the returned product. Because the product is sold as a complete box of six crackers, pulling or using one or more crackers may mean the box can no longer be resold as a complete and unused product. A deduction may therefore be significant, but we will not apply an automatic fixed deduction per cracker.
Please return crackers in their original retail box where possible. If the original packaging is unavailable or unsuitable, use packaging of equivalent protective strength to minimise damage in transit.
These provisions do not affect your statutory rights where goods are faulty, damaged, incorrectly supplied or otherwise fail to conform to the contract.
Damaged, Faulty or Incorrect Items
We want you to receive products that are of satisfactory quality, fit for purpose and as described.
If your order arrives damaged, faulty or you receive the wrong item, please contact us as soon as reasonably possible.
To help us resolve the issue, please provide:
- Your order number.
- A brief description of the problem.
- Clear photographs of the item and any damaged packaging, where reasonably possible.
Once we have reviewed the information, we will explain the appropriate next steps. Depending on the circumstances and your statutory rights, the remedy may include a refund, replacement, repair where applicable, or another appropriate solution.
You will not lose your statutory rights because you have contacted us after delivery. You are not required to accept a replacement where the law entitles you to a different remedy.
We will explain how the goods should be returned, where a return is necessary. We will not require you to pay return costs that we are legally required to cover.
Refunds
Where you cancel under your statutory cancellation rights, we will refund you without undue delay and within the applicable legal timeframe.
For returned goods, we will normally issue the refund within 14 days of receiving the goods back or, if earlier, receiving evidence that you have sent them back, unless we have offered to collect them or a different legal rule applies.
Refunds will normally be made using the same payment method you used for your original purchase, unless you expressly agree otherwise. We will not charge you a fee for processing the refund.
Where the law permits, we may deduct an amount reflecting the actual reduction in value caused by handling the goods beyond what was reasonably necessary to inspect them. We will assess any deduction based on the circumstances rather than applying an automatic charge.
Your statutory rights in relation to faulty, damaged or incorrectly supplied goods remain unaffected.
Non-Returnable Items and Legal Exceptions
Some products or circumstances may fall within specific legal exceptions to the right to cancel, depending on the nature of the goods and the circumstances of the purchase.
We will not automatically refuse a return simply because packaging has been opened or an item has been inspected.
Where a legal exception applies, we will explain the relevant position. Nothing in this policy removes or restricts statutory rights that apply to your purchase.
How to Request a Return
Please contact us before returning any items so we can provide the appropriate return instructions.
Email: celebrate@ethnic-city.com
Please include:
- Your full name.
- Your order number.
- The item or items you wish to return.
- Whether you are cancelling because you have changed your mind or reporting a problem with the goods.
If you are exercising your statutory cancellation rights, you must notify us within the applicable cancellation period. You do not have to use a particular form of words.
Business and Corporate Orders
Consumer cancellation rights do not automatically apply to purchases made wholly for business purposes.
For corporate orders, including larger or bespoke orders arranged separately, the applicable cancellation, return and refund arrangements will depend on the contract agreed with the customer and the law.
Any specific arrangements should be confirmed in writing before the order is finalised.
Your Statutory Rights
Nothing in this policy affects your statutory rights under applicable UK consumer protection law.
If you have any questions about returns or refunds, please contact us at celebrate@ethnic-city.com. We will be happy to help.