Returns and Exchanges

This policy outlines the conditions under which a refund or exchange is permitted for purchases made from our start-up clothing brand. This policy is governed by UK consumer protection law, specifically the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Standard Returns and Refund Policy (Excluding Christmas Period)

1. Right to Cancel (Online Purchases)

For items purchased online, customers have the right to cancel their contract with us within 14 days without giving any reason. This "cooling-off period" starts from the day you, or a person you have indicated to take delivery (other than the carrier), receives the goods.

To exercise this right: You must inform us of your decision to cancel by a clear statement (e.g., a letter sent by post or email) within the 14-day cancellation period.
Return of Goods: You must return the goods to us without undue delay and in any event no later than 14 days from the day on which you communicate your cancellation. You will be responsible for the direct cost of returning the goods.
Condition of Goods: We reserve the right to reduce your refund if the goods show signs of use beyond what is necessary to establish the nature, characteristics, and functioning of the goods (e.g., if the item is stained, damaged, or has been worn excessively). Items must be returned with all original tags attached, unworn, unwashed, and in their original packaging.

2. Refund Payout

If you cancel the contract in accordance with the above terms, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us).

Timing: We will process the reimbursement without undue delay, and not later than 14 days after the day we receive the goods back from you, or 14 days after the day you provide evidence that you have returned the goods, whichever is the earliest.
Method: We will carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

3. Faulty Goods (Statutory Rights)

Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose, and as described.

Within 30 Days: If your goods are faulty, you have a short-term right to reject them within 30 days of purchase and receive a full refund.
After 30 Days: After 30 days, we have the right to repair or replace the faulty goods. If the repair or replacement is unsuccessful, you are entitled to a price reduction or a final right to reject the goods.

Christmas Extended Returns Policy

To accommodate gift purchases, we offer an extended returns period over the Christmas holiday.

The specific dates for the Christmas Extended Returns Period will be clearly published on our website at File and announced via email to all subscribers no later than Date of each year.

Extended Period: Any purchase made from (start date will be published annually) can be returned until end date will be published annually) for a refund or exchange, provided the item meets all other conditions listed in Section 1 (Condition of Goods).
Applicable Policy: All standard terms and conditions regarding the condition of goods, return process, and refund method apply to returns under this extended policy.

Exclusions (Non-refundable and Non-exchangeable Items)

The following items are strictly non-refundable and non-exchangeable, unless they are faulty:

Items returned without all original tags attached.
Items that show clear signs of being worn, washed, stained, or smelling of perfume/smoke.
Any items that were purchased at a final clearance or 'non-returnable' sale price, clearly marked as such at the time of purchase.
Custom-made or personalised items.

Exchange Policy

We will facilitate an exchange for the same item in a different size or colour, subject to stock availability.

Process: To arrange an exchange, please contact us at File within 14 days of receiving your order (or within the extended Christmas period).
Return of Goods: Items for exchange must be returned in the same strict condition as a return for a refund (unworn, unwashed, with tags).

Cost: You are responsible for the postage cost of returning the item to us. We will cover the cost of sending the replacement item back to you once the original item has been inspected.