Returns & Refunds Policy

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. Consumer cancellation rights apply to orders placed by consumers; orders placed by a business for its own trade are governed by the terms on your proforma invoice, though we handle faults the same way in both cases.

1. Right to cancel — 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 is needed.

• Tell us you want to cancel within those 14 days by emailing [EMAIL] with your order number.
• You then have a further 14 days to send the items back.
• We refund you within 14 days of receiving the goods back, or of receiving 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 an express or timed delivery upgrade, we refund the standard rate only.

Refunds are made to your original payment method, and in the currency you paid in. 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, and for pallet quantities we arrange the collection ourselves.

4. Condition of returned items

You can inspect and try on items as you would in a shop. If the value of an item is reduced through handling beyond what is needed to check it — for example if labels have been cut off or a garment has been worn or washed — 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, including garments produced with your own neck and care labels or to a bespoke size curve.
• Sealed hygiene items once unsealed, such as underwear and hosiery.

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, ask for a repair or replacement; if that fails, you can claim a refund.

This applies even to items that are normally excluded from change-of-mind returns, and we pay return postage for faulty goods. Where a fault runs through a whole batch, tell us the style name and the batch number on the polybag label and we will replace the batch.

7. How to return an item

1. Contact us at [EMAIL] with your order number.
2. We confirm the return address and any handling instructions.
3. Pack the items securely, keeping them in their original polybags where possible.
4. Send them to [LEGAL ADDRESS].
5. Keep your proof of postage until the refund reaches your account.

8. Contact

Questions about returns can go to [EMAIL] or [PHONE], or by post to [LEGAL ADDRESS]. We aim to reply within 2 working days.

Returns are handled by [LEGAL NAME LTD], company number [COMPANY NUMBER].