Refund policy

Returns & Refunds Policy

Last updated: [DATE]

At [BOUTIQUE NAME], we want you to be happy with your purchase. If you need to return an item, please read the following policy carefully.

This policy applies to purchases made through our website and is intended to comply with applicable UK consumer law. Nothing in this policy affects your statutory rights.

1. Change-of-Mind Returns

For online purchases, you generally have the right to cancel your order and return eligible items within the applicable statutory cancellation period, even if the item is not faulty.

If you wish to return an eligible item, please contact us at [EMAIL ADDRESS] within 14 days of receiving your order to notify us that you wish to cancel/return the item.

You will then have a further 14 days to send the item back to us.

Items should be returned in their original condition, with all original tags and packaging where applicable.

Customers may be responsible for the cost of returning an item unless the item is faulty, incorrect, or applicable law requires us to cover the return cost.


2. Sale Items ARE Returnable

SALE ITEMS ARE NOT FINAL SALE.

We want to make it absolutely clear that purchasing an item at a sale or discounted price does not remove your legal rights.

Sale, discounted and promotional items are eligible for return and refund in accordance with this Returns & Refunds Policy, provided the item meets the applicable return conditions.

Sale items have the same statutory consumer rights as full-price items. (GOV.UK)

Therefore, we will not operate a blanket “SALE ITEMS ARE FINAL SALE” policy.

A sale item may be returned where it is otherwise eligible for return under this policy.

If a sale item is faulty, not as described, or does not meet the applicable legal requirements, you retain your statutory consumer rights regardless of the fact that the item was purchased at a reduced price. (GOV.UK)


3. Intimate & Hygiene-Sensitive Items

For health and hygiene reasons, certain intimate items are FINAL SALE and cannot be returned or refunded once the hygiene seal, protective packaging or applicable sanitary protection has been opened or removed.

This may include, but is not limited to:

  • Underwear
  • Lingerie
  • Bodysuits
  • Swimwear where the hygiene protection has been removed
  • Other intimate or hygiene-sensitive garments identified as non-returnable on the product page

Where an intimate or hygiene-sensitive item is supplied sealed with a hygiene/protective seal, the item may be eligible for cancellation and return while the seal remains intact, subject to the applicable statutory cancellation requirements.

Once the seal or protective hygiene packaging has been opened or removed, the item cannot be returned for a change of mind or refund where the applicable UK hygiene exception applies. UK regulations provide an exception to cancellation rights for sealed goods that are unsuitable for return for health protection or hygiene reasons once they have been unsealed after delivery. (Legislation.gov.uk)

Important

FINAL SALE due to hygiene restrictions does not remove your statutory rights.

If an intimate item is faulty, damaged, incorrectly supplied, or not as described, please contact us. We will assess the issue and provide the appropriate remedy required under applicable UK consumer law. (GOV.UK)


4. Condition of Returned Items

To be eligible for a change-of-mind return, items should be returned in a condition that allows us to inspect and, where appropriate, resell them.

Items should be:

  • Unworn
  • Unused
  • Unwashed
  • Free from makeup, perfume, deodorant, stains, pet hair or other marks
  • In their original condition
  • Returned with original tags attached where applicable
  • Returned with original packaging where applicable

Customers may handle an item to the extent reasonably necessary to inspect its nature, characteristics and functionality, but excessive handling or use may result in a deduction from a refund where permitted by law.

For hygiene-sensitive items, the specific restrictions set out in Section 3 apply.


5. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or incorrect, please contact us as soon as possible at [EMAIL ADDRESS].

Please include:

  • Your order number
  • Your name
  • A description of the issue
  • Photographs of the item where appropriate

We will assess the issue and, where the item does not meet the requirements of UK consumer law, provide the appropriate remedy.

Depending on the circumstances, this may include a repair, replacement, refund or other remedy.

Your statutory rights apply regardless of whether the item was purchased at full price, on sale or as part of a promotion. (GOV.UK)


6. How to Request a Return

To request a return, please email:

[EMAIL ADDRESS]

Please include your:

  • Full name
  • Order number
  • Item(s) you wish to return
  • Reason for return, where requested

We will provide the relevant return instructions.

Please do not send an item back without following our return instructions, as this may delay the processing of your return.


7. Return Postage

For change-of-mind returns, the customer is responsible for the cost of returning the item unless we have agreed otherwise or applicable law requires us to cover the cost.

If an item is faulty, damaged, incorrect or otherwise does not conform to the contract, we will deal with the return in accordance with your statutory rights.

We strongly recommend using a tracked postal service when returning an item.

We cannot be responsible for a return that does not reach us where the customer has chosen an untracked or uninsured delivery service.


8. Refunds

Once your returned item has been received and inspected, we will confirm whether the refund has been approved.

Approved refunds will be made using the original payment method.

Where a refund is due, we will process it within the timeframe required by applicable law.

Your payment provider or bank may take additional time to make the refunded funds available in your account.

Unless otherwise required by law, we may withhold a refund until we have received the returned goods or you have provided evidence that they have been sent back.


9. Original Delivery Charges

Where you exercise your statutory right to cancel an eligible online order, any refund of the original delivery charge will be handled in accordance with applicable UK consumer law.

If you selected a premium or expedited delivery service that cost more than our standard delivery option, we are generally only required to refund the cost of the least expensive standard delivery option.

Return postage costs for change-of-mind returns remain the customer’s responsibility unless otherwise stated or required by law.


10. Items That Cannot Be Returned for Change of Mind

The following may not be eligible for return due to their nature or applicable legal exceptions:

  • Intimate or hygiene-sensitive items that have been unsealed or had their protective hygiene seal removed
  • Personalised or made-to-order items, where applicable
  • Items that are otherwise excluded from the statutory cancellation right by law

Where an item falls within a legal exception, this does not affect the customer’s statutory rights if the item is faulty, not as described or otherwise does not conform to the contract.


11. Sale, Discount & Promotional Items

ALL SALE ITEMS ARE RETURNABLE AND REFUNDABLE SUBJECT TO THIS POLICY.

Sale items are not automatically considered final sale simply because they have been reduced in price.

A discount, promotional offer or reduced price does not remove a customer’s statutory rights.

If a sale item is eligible for a change-of-mind return, it may be returned in accordance with the applicable return requirements.

If a sale item is faulty, not as described or otherwise fails to meet its legal requirements, the customer retains their statutory rights. (GOV.UK)


12. Exchanges

[CHOOSE YOUR PREFERRED OPTION]

Option A – Exchanges available:
We may offer exchanges subject to availability. Please contact us within [X DAYS] of receiving your order to request an exchange.

Option B – No direct exchanges:
We do not currently offer direct exchanges. Customers wishing to change an item may return the eligible item in accordance with this policy and place a new order for the desired item.


13. International Returns

Customers outside the UK are responsible for ensuring that returned items are correctly addressed and sent using an appropriate postal service.

Any customs charges, import duties or taxes associated with an international return are the customer’s responsibility unless the return is due to an error on our part or applicable law requires otherwise.

Refunds for international orders will be processed in accordance with this policy and applicable law.


14. Your Statutory Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or limit any rights you have under UK consumer law.

In particular, customers retain their legal rights where goods are faulty, not as described, not of satisfactory quality or not fit for purpose.

UK consumer law does not allow a business to remove these statutory rights through a returns policy. (GOV.UK)

If you believe you have received an item that does not meet these requirements, please contact us at [EMAIL ADDRESS] and we will work with you to resolve the issue.


15. Contact Us

If you have any questions about returns or refunds, please contact:

[BOUTIQUE NAME]
Email: [EMAIL ADDRESS]
Address: [BUSINESS ADDRESS]

We aim to handle all returns and refund requests fairly and in accordance with applicable UK consumer law.