At [BRAND] we want you to be happy with your order. This policy sets out your legal rights and how to return items. Nothing here reduces your statutory rights.
1. Right to cancel (change of mind) — 14 days
Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason within 14 days of receiving the goods — no reason needed.
- Tell us you want to cancel within those 14 days by emailing [EMAIL].
- You then have a further 14 days to send the items back.
- We will refund you within 14 days of receiving the goods back (or proof that you have sent them).
2. Refunds
Your refund will include the item price and the standard delivery cost you originally paid. If you chose a premium or express delivery upgrade, we refund only the standard rate.
Refunds are made to your original payment method. We do not charge restocking fees on standard cancellations.
3. Return postage
- Change-of-mind returns: you pay the cost of return postage. This is also stated before checkout.
- Faulty or wrong items: we always cover return postage.
4. Condition of returned items
You can inspect items as you would in a shop — unfold them, try them on, check the fit. If an item's value is reduced through handling beyond what is necessary to check it (for example, wear, washing, or removed labels), we may deduct that amount from your refund.
5. Exceptions to the 14-day cancellation right
The right to cancel does not apply to:
- Personalised or custom-made items.
- Sealed hygiene products once unsealed, such as socks and underwear sold in sealed packaging.
6. Faulty, damaged, or misdescribed goods
Separately from the above, under the Consumer Rights Act 2015 you have the right to:
- Reject faulty goods for a full refund within 30 days of delivery.
- After 30 days (and up to 6 months), request a repair or replacement; if that fails, a refund.
This applies even to items normally excluded from change-of-mind returns, and we pay return postage for faulty goods.
7. How to return an item
- Contact us at [EMAIL] with your order number.
- We will confirm the return address and any instructions.
- Package the item securely and send it to: [LEGAL ADDRESS].
- Keep your proof of postage.
8. Contact
Questions about returns? Email [EMAIL], call [PHONE], or write to [LEGAL ADDRESS]. We aim to reply within 2 working days.