Refund policy
This policy forms part of our Terms of Sale and should be read alongside those Terms and our Delivery Policy.
1. General Right of Return
1.1 If any product does not meet your expectations, you may return it in accordance with this Policy.
1.2 You have 14 days from:
a) delivery of the goods, and
b) being informed of your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
to cancel your order (“cancellation period”).
2. Exclusions
2.1 The cancellation period does not apply to:
a) personalised products,
b) customised products, or
c) made-to-order products.
3. Duty of Care
3.1 During the cancellation period you have a duty of care to the goods.
3.2 If this duty is breached, you may lose the right to a refund.
4. Inspection and Hygiene Seals
4.1 All goods are supplied in clear plastic packaging and hygiene-sealed.
4.2 This allows you to inspect the goods without breaking the seal or opening the bag.
4.3 Any damage to the goods, packaging, or hygiene seal will be considered a breach of your duty of care.
5. Prohibited Use
5.1 Goods must not be worn or used unless you are accepting them.
6. How to Request a Return
6.1 To request a return within the cancellation period, you must contact us by email or telephone.
6.2 Goods must be returned:
a) in the same condition received,
b) securely packaged,
c) at your own expense, and
d) dispatched within 5 days of us acknowledging your return request.
7. Returns Not Accepted
7.1 For clarity, returns cannot be accepted if:
a) goods are damaged (including superficial damage),
b) the hygiene seal is broken,
c) the bag is opened,
d) goods have been worn or used, or
e) goods are made to order or personalised.
8. Responsibility for Goods in Transit
8.1 You remain responsible for the goods until they are received by us.
8.2 We are not responsible for goods that are:
a) lost or stolen in transit when being returned to us, or
b) stolen or lost after delivery to you.
9. Refunds and Replacements
9.1 Where goods are returned in accordance with this Policy, we will issue either:
a) a replacement, or
b) a full refund of the purchase price (including delivery charges).
9.2 Refunds will be made to the original payment method.
9.3 Refunds or replacements will be issued within 28 days of receipt of the returned goods.
10. Right to Refuse
10.1 We reserve the right to refuse a refund or replacement if, in our reasonable opinion:
a) the goods have been tampered with,
b) the goods have been altered, or
c) the return appears fraudulent or abusive.
11. Non-Compliant Returns
11.1 Where goods are returned outside this Policy, we may refuse to accept them.
11.2 If we do not accept the return, we will notify you by email.
11.3 Goods will be returned to you upon payment of the standard delivery charge.
12. Statutory Rights
12.1 Nothing in this Policy affects your statutory rights under UK law.
13. Faulty or Misdescribed Goods
13.1 If goods are faulty, damaged on arrival, or not as described, you have the right under the Consumer Rights Act 2015 to request:
a) a repair,
b) a replacement, or
c) a refund.
13.2 Faults must be reported to us within a reasonable time of delivery.
13.3 Where a refund is due for faulty or misdescribed goods, we will refund the purchase price in full.
13.4 Nothing in this Policy limits or excludes your statutory rights in respect of faulty or misdescribed goods.