Please note: Our standard returns procedure is separate from your statutory right to cancel and to reject faulty goods (see below). Our standard returns procedure does not affect your statutory rights.
If your item is faulty, or you’d like to exercise your statutory right to cancel, head to the bottom of this page for more information.
You may return new, unworn or unused products within thirty (30) days from the date on which the goods were shipped to you. All goods must be returned together with all original packaging as received by you. Please make sure that your return package is packed and sealed securely.
If a refund is due, we will process the refund as soon as possible and, in any case within fourteen (14) days of receipt of the original order back to us.
Products where hygiene labels and/or garment labels are present can only be returned where the label is undamaged and fully attached to the product. Also, products cannot be returned once used in a pool. Any products returned where the hygiene label and/or garment labels are missing, damaged or have been tampered with, or where the item has been used in a pool, will be refused return and sent back to you at your own expense.
It is the customer’s responsibility to ensure any purchased goods are adequate before making the goods non-returnable by removing hygiene/garment labels or entering a pool.
You have a legal obligation to take reasonable care of the goods while they are in your possession. Where you have failed to take reasonable care of the goods whilst in your possession, we reserve the right to:
Refuse a refund and request additional payment at cost price to return the goods to you, or;
Recover compensation from you, by way of deducting money from any refund due.
We will not refund any delivery charges in the case of returned items. You will only be reimbursed the original delivery charge where you exercise your statutory right to cancel or to reject faulty goods as described below.
We will only pay the return costs and subsequent re-delivery costs (if applicable) if the return is a result of our error or the goods are faulty.
Unit 1 Plum Lane
Due to our highly fluctuating stock levels, we currently aren’t able to offer an exchange service. However, if an exchange is required, we can issue your account credit(s) to the value of goods returned. This will then allow you to purchase any replacement item(s) on a new order.
Please contact our customer services team for help with an exchange.
What are my statutory rights to reject faulty or misdescribed goods?
If the goods are faulty or misdescribed, you have a short term right to reject the goods within 30 days of delivery. If you do not exercise this right, you have a right to the repair or replacement of the faulty goods within 12 months of purchase. If such a repair or replacement is inadequate, you have a right to reject the goods and obtain a full refund.
All items returned as faulty will be inspected by our returns team for manufacturing or quality defects. We may need to liaise directly with the manufacturer to confirm any faults found, and we will notify you of any applicable refund(s) via email within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case within thirty (30) days of the day we confirm via email that you are entitled to a refund for defective goods.
Items will be reviewed for fair wear and tear in accordance with the garment care instructions detailed in our terms and conditions. Items will also be inspected for common customer misuse and/or mishandling issues.
Please note: If an item is returned to us as faulty and upon inspection no manufacturing or quality defect has been found, and any damage to the item is found to be caused by customer error/misuse/mishandling, then the item will be returned to you at your expense, any costs incurred to send the item to us will not be credited and no refund will be issued for the item.
At times, we will offer our customers an item free of charge under the terms of a specialist promotion. We offer the free items in good faith but cannot be held responsible should the item become faulty in any way and will not be liable for its replacement.
If you are returning an item back to us, please include any free promotional items with it. We reserve the right to refuse a refund if the promotional item is not returned along with your qualifying purchase.
To cancel your order, you must email us at firstname.lastname@example.org within fourteen (14) days of receiving your goods. If your order consists of multiple deliveries, the fourteen (14) days begin upon taking delivery of the final part of your order.
Any orders not cancelled through this method will be treated as being returned under our standard returns procedure (see above).All time periods quoted in this policy will be extended to the next working day if they end on a Saturday, Sunday or Bank Holiday. This includes all cancellation periods and the time limits for returning goods, providing refunds, etc.
Please note: Any refunds, exchanges or credit notes will only be issued upon successfully receiving all cancelled products. We will not issue any refunds until we have received your items back.