Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from ModWear Ltd, for a full refund.
Order cancellations must be made in writing to via our CONTACT US page, within 14 working days of the day you receive the goods, quoting your order number and requesting a Returns Authorisation Number (RAN). If your order has already been processed, you will need to return the order to us. Please keep a note of your RAN and quote this if you need to contact us again about your return.
Please read the 'Return or Exchange an item' section below.
***We CANNOT accept the return of ANY item, for any reason, once it has been washed or dry cleaned***
i. To Return or exchange an item:
If you are not completely satisfied with your purchase or need to exchange for a different size, please use our CONTACT US page to request a Returns Authorisation Number (RAN). A request for Returns Authorisation Number (RAN) must be made within 14 working days of the day you receive the goods, When you have received your RAN, simply return the item or items to us in their original condition within 7 days of receipt of your Returns Authorisation Number (RAN). Please include your completed Returns Form (this will be sent to you via email along with your RAN).
We will issue a full refund (excluding original delivery charge) on receipt, or exchange the item for a different size, colour or item if preferred. Items marked as 'Final Sale' are non refundable, we will only issue a credit note.
Items bought using gift vouchers can be returned or exchanged but not refunded, only additional monies paid over and above the gift voucher will be refunded and a new gift voucher code will be issued. When a new gift voucher is issued it will expire on the same date as the original gift voucher.
Exchanges return postage is free of charge (you are responsible for the cost of returning to us initially).
The cost of returning the item to us is your responsibility. (This includes items which are refused upon delivery, where applicable).
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
We will try to accommodate any exchange requests for different items/sizes as much as possible, even if a size, etc is not on our website currently (ie. by back ordering it for you). We will advise you of any problems in your exchange when you request your RAN or when we have received your item back.
Postage for sending exchanged items back to you is complimentary for your first exchange. (We may require postage to be repaid for subsequent or re-exchanges. This will be at our discretion). This does not include returns which are returned for credit. Credit notes are considered refunds, and so the credit note will be for the value of the returned items only and not any delivery charges.
All items must be returned in the condition in which you received them, with all tags attached and packaging intact, etc. Items must not have been worn and must not have been tainted by any odour, ie. smoke, perfume, aftershave, deodorant etc. Shoes with damage, marks or scratches to soles or upper will be considered as worn and will not be accepted. Shoes must be returned in their original unmarked box. Please do not use the shoebox as outer packaging, but wrap this in something else to return. Defaced/spoilt shoe boxes will not be considered to be in an acceptable condition.
Where goods are returned in a damaged, worn or dirty condition, which indicates that they have been worn or used after you have had a reasonable chance to inspect them on receipt, we will consider you to be in breach of your legal duty to take reasonable care of the goods and reserve the right to recover appropriate sums from you.
We will email you when your item has been received back. Returns and exchanges usually take only a few days to process but please allow up to 10 working days. (Items for exchange which are not in stock will be placed on back order for you, this may take a little longer).
Refunds will be made via your original method of payment and please allow up to 14 days.
ii. Faulty Item
Please check the items you have ordered for any faults when you receive them. If the item you received is faulty, please contact customer service within 48 hours of delivery via our CONTACT US page quoting your order number, your name and address, details of the faulty product and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 14 days from receipt of the faulty item to return it to us.
Goods are faulty if they are received damaged or where a manufacturing fault occurs within 3 months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
iii. I have received the wrong item
If the item you received is not what you originally ordered, please email customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
iv. Additional Notes:
All Refunds and/or exchanges will be at our discretion. The cost and risk to return items is the buyer's responsibility. This includes any courier fees which may be incurred if an order is refused upon delivery.
Discount codes & vouchers: If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
Unauthorised Returns: Unauthorised Returned items will not be accepted and/or processed. Please ensure you obtain a Returns Authorisation Number (RAN) before you return any items to avoid problems and delays. Please note, we cannot process your return without your returns form and/or the information on it.
International Returns: Items being returned from countries outside of the EU will have to fill in a customs form. It is your responsibility that you declare the goods you are returning accurately and correctly. You MUST declare the returning goods as 'Returning goods for refund/exchange'. If you do not declare this on your returning parcel it may be delayed in UK customs or may be returned to you. We are unable to pay any customs fees which are levied on parcels which are declared incorrectly and it will be returned to you without being delivered. (Eg. a parcel which is declared incorrectly is any which is declared as anything other than a return) or any where the value of the goods has been declared artificially high (ie. if you declare a £20 item as worth £100 etc). If the goods which you have sent back to us are kept in customs because you have not declared the parcel correctly, we will not have received them. Because it is your responsibility to declare the goods correctly and accurately, legally you will not have returned the goods to us / kept them in your care, and so will not be entitled to any refund / exchange.
Shoes and Footwear: All footwear must be returned in the original shoe box. The shoebox must not be damaged or written on. Footwear returned without a shoebox will not be considered in its original condition and will not be eligible for refund or exchange.
Self-Customised Clothing: Clothing printed with your own images and designs cannot be returned for refunds or exchanges, unless the item is faulty. In this case, our usual returns and exchanges policy applies. We cannot exchange or refund items bought in error, wrong size, etc.
Sale items are non refundable we will only issue a credit note, unless faulty. In this case our usual returns policy applies.
Uncollected/Refused Orders: If your order is refused on delivery or uncollected and subsequently returned to us, we will only resend at our discretion. Postage may have to be repaid for uncollected and/or refused orders. Orders which are subsequently refunded because they are refused/not collected may be subject to a restocking fee and/or couriers fees. If your order was despatched via courier and was refused or not collected and you have not responded to our couriers calling cards and/or emails, etc there will be additional couriers fees which will be applied to your refund. Please see the 'Delivery' page for more information on delivery.
Late Returns: You have 14 days from the day of receipt to request a Returns Authorisation Number (RAN) and 7 days from the date of issue of your RAN to return your item along with your return authorisation number and form. Items received outside of this time frame will not be eligible for refund. Refunds and/or exchanges will be at our discretion.
Full Refund: a full refund constitutes the price paid for a certain item(s). The Delivery service charge is not refundable.
*Note: when trying on items of clothing, please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. Also, while the items are in your possession they are your responsibility. Please keep them away from odours which may taint the items, such as smoke and tobacco or food. Please also ensure they are stored carefully while in your possession so that they are not stained or damaged by pet hair, etc. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.
This returns policy does not affect your statutory rights.