Refunds and Exchanges Policy
Additional Returns/Exchanges Window:
We will be temporarily extending our returns/exchanges window to allow you more flexibility with any potential returns or exchanges over this busier Christmas period.
For all online purchases made during the Black Friday Sale week (purchases commencing at the start of midnight on Friday 24th November 2023) and through until Sunday 31st December 2023, you will have until Wednesday 31st January 2024 to return the item to us for an exchange or a refund. All other remaining terms and conditions (as stated in the Refunds & Exchanges Policy) will still apply.
Our original 14 day terms and conditions (as stated in the Refunds & Exchanges Policy) will be reinstated from the 01st February 2024 onwards.
Terms and Conditions:
In the unfortunate event that an item has to be returned for a refund and/or exchange, then the following terms & conditions must be adhered to:
- Items can be returned in their original condition within 14 days of you receiving your order.
- Refunds/exchanges will only be granted if the item is unworn and in a re-saleable condition*.
- *On receipt of the returned item, it will be inspected accordingly. Once we are satisfied that the item is in a re-saleable condition, we will proceed with the refund or exchange process.
- Items must have the original UltraFlex tag still attached and the original UltraFlex packaging.
- The Returns Form must be fully and clearly filled out, with your name (as on the original order form), order number and date of the order, along with the details requested in the table. Any missing information on this sheet may lead to a delay in processing your refund/exchange.
- Returned items must be packaged securely and contain the completed Returns Form.
- Return postage is your responsibility, therefore it is recommended that you should get proof of postage (e.g. paper receipt, Certificate of Posting or digital proof of posting via the Royal Mail app).
- You are responsible for all return shipping charges – unless the item is faultyǂ
- (ǂIn this instance, each case will be considered individually and you will be contacted directly).
- Once a refund has been instigated, it should take between 3 and 7 days for you to receive it.
- All returns will be refunded to the account the monies were received from.
- Exchanges only apply for the same item in a different size/colour.
- The first exchange within the U.K is free. You will not incur shipping charges on the exchanged item.
- All exchanges outside of the U.K will incur the same shipping charges as the original order.
- If an item for an exchange is out of stock, then you will be contacted and offered an alternative colour or size. If this is not suitable, then you will be offered a refund.
- Exchanged items will be shipped on our next available delivery day.
For any further information or queries, please contact firstname.lastname@example.org.