This Returns Policy supplements and does not replace any statutory rights of consumers based in the UK or EU. Furthermore, the provisions of the section below (“Right to Cancel Your Order”) applies to customers who are based in the UK or EU and who are cancelling distance contracts pursuant to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
We offer a 30 day returns policy for an exchange or full refund of your order. Returns must be requested within 30 days of their delivery date; if more than 30 days have passed, then unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused, with any hygiene seal still in tact and with all garment tags still attached. Where provided, any dust bags and branded packaging should be included with your return. This is also to ensure that the product(s) arrive back to us in a suitable and undamaged state.
Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or a refund refused.
We are currently not able to provide shipping labels for returns. Please send us an email at email@example.com to coordinate your return or exchange, stating "Return" and the original order number in the subject line.
It is the customer's responsibility to return all unwanted goods, and to cover return shipping costs save where you are cancelling in accordance with “the Right to Cancel Your Order” below. We advise that all returns are sent either by recorded post or a courier service to ensure the safe arrival of all goods and that shipping documentation is retained in case of dispute. We further recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our returns address. We cannot be responsible for any loss for an item(s) you have chosen to send to us yourself that becomes lost or missing – we do not guarantee that we will receive your returned item(s). Please note that refunds can only be credited to the person who bought the item(s).
When items are being returned from countries where duties and tax could be applicable, it is the customer’s responsibility to ensure that the package is correctly marked as a return. We cannot be responsible for any costs that arise from the returned package not being correctly labelled. Such packages will be held by customs for 21 days before being returned to sender.
Can I get a refund or exchange on a Buy One Get One Free?
From time to time we may run a Buy One Get One Free (BOGOF) promotion on selected categories of product.
In the event that you wish to return an item from a BOGOF offer, you must return both items unused, with hygiene seals in tact, and with all garment tags attached to be eligible for a refund – returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or a refund refused. Where provided, any dust bags and branded packaging should be included with your return. If only one item is returned, you will not receive any funds in return, as the offer will no longer be valid.
Items bought on BOGOF offers may be returned for an exchange of another item included in the offer – to the same value.
The Right to Cancel Your Order (UK and EU Customers)
You have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The cancellation period will expire 14 days after the goods are received by you or by a third party nominated by you to receive the goods. If your order is for multiple goods for separate delivery, the cancellation period will end 14 days after receipt of the last item. You must clearly communicate your decision to cancel to us before the end of the cancellation period which you can send to us via email at firstname.lastname@example.org or by post using the address at the end of this policy. If you cancel, we will reimburse any payment received, including the standard delivery charge, by the original means of payment. Where the goods have not been delivered, the reimbursement will be made within 14 days of the cancellation. Where the goods have been delivered, the reimbursement will be made within 14 days the goods being returned to us or receiving evidence that you have returned the goods, whichever is earlier. You are responsible for returning the goods to us if you cancel under these Regulations. If you use our courier to return the goods, you will be responsible for the cost of the return. In such cases, we will deduct the delivery charge from your refund so that you do not have to make a further payment of the collection charge. Additionally, we may make a deduction for any loss in value of the goods arising from any unnecessary handling by you, including the loss in value arising as a result of the removal of any hygiene strip.
Consumer Rights Act 2015: UK and EU Customers
In the event that a product supplied by us fails due to an inherent fault (for example a manufacturing defect) or is not of satisfactory quality, or you believe otherwise does not comply with the statutory rights set out in the Consumer Rights Act 2015, we will provide you with an appropriate remedy (for example a repair, replacement, or refund). Please follow the returns process above, stating the basis on which you are returning it.
Refunds (if applicable)
Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit – in UK Pounds Sterling (GBP) – will automatically be applied to your credit card or original method of payment, within 30 days of us receiving returned goods. Where UK Pounds Sterling (GBP) is not your credit card or original payment method currency, we are not responsible for any exchange rate changes or transaction fees applied to you by your payment service or card provider that can result in local currency differences between your original purchase, and subsequent refund amount(s).
Late or missing refunds (if applicable)
If you believe that you have not received a refund which you are owed please note that it may take some time before your refund is processed by your bank or credit card provider. Once you have allowed sufficient time for it to be processed by you bank or credit card company please contact us at: email@example.com
In the first instance, please send us an email at firstname.lastname@example.org to coordinate your return or exchange, stating "Return" and the original order number in the subject line. We will then be able to inform you which of our Returns Addresses is appropriate for your order.