Refund Policy
REFUND AND RETURN POLICY
Your satisfaction is our priority, but operational integrity requires clear rules. In accordance with the Consumer Contracts Regulations 2013, you have the legal right to cancel your order and request a full refund within 14 calendar days of physically receiving the goods. This timeframe is strict and non-extendable. To exercise this right, the item must be returned in "like-new" condition: free from signs of use, washing, odor changes, or the removal of original tags and packaging. We reserve the right to refuse returns showing any signs of use, applying a restocking fee of up to 50% of the product value or denying the refund entirely, depending on the extent of wear.
Items of an intimate nature—such as lingerie, swimwear, socks, and personal accessories—are excluded from the right of cancellation for strict health and hygiene reasons, unless they remain sealed and unaltered since their original opening. Customized or made-to-measure products are ineligible for a refund, except in cases of manufacturing errors verified by our technical team.
Refunds will be processed exclusively via the original payment method within 14 days of our distribution center confirming receipt and inspecting the quality of the returned item. Original shipping costs are non-refundable, except in cases of error on our part (e.g., shipping an incorrect or defective item). You are responsible for return shipping costs; we recommend using a trackable service. We are not liable for packages lost during the customer's return process.
For defective products or those not conforming to the description—governed by the Consumer Rights Act 2015—you are entitled to repair, replacement, or a full refund, including shipping costs. However, damage resulting from improper washing, misuse, or normal wear and tear does not constitute a defect. Claims regarding damage must be reported within 48 hours of delivery and accompanied by clear photographic evidence. After this period, full acceptance of the product's conformity is presumed. This policy supersedes any prior verbal communication and constitutes the final agreement between the parties.
Refund Policy – Key Concepts
That said, a Refund Policy is a legally binding document designed to establish the legal relationship between you and your customers regarding whether and how you will issue refunds. Companies selling products online are sometimes required (depending on local laws and regulations) to provide their product return and refund policies. In some jurisdictions, this is necessary to comply with consumer protection laws. It can also help you avoid lawsuits from customers dissatisfied with the products they purchased.
What to include in the refund policy
In general terms, the Refund Policy typically covers the following matters: the timeframe for requesting a refund; whether the refund will be full or partial; the conditions under which the customer will be refunded; and much more.