OUR RETURNS & EXCHANGE POLICY
We hope that you will love everything you buy from us, however if this is not the case, we promise to refund or exchange any item you are unhappy with when you return it to us in a saleable condition within 14 days of the date shown on your dispatch note.
If the item returned is not in a saleable condition then we can reasonably decline your refund/exchange.
When returning items to us, please place your returned goods in suitable packaging and do not remove any labels or tags.
HOW DO I RETURN AN ITEM?
Please follow the below process for returning your parcel to us:
1. Please email us at email@example.com to inform us of the return and your
reason for doing so, please include your name and order number (found on your packaging slip), we will then check items are in stock should you require a different size/design etc.
2. Re-pack the item in suitable packaging with labels and tags still attached.
3. Please send to 626 HALIFAX ROAD, HIGHTOWN, LIVERSEDGE, WEST YORKSHIRE, WF15 8HU
4. Return the package using Royal Mail and obtain proof of postage from the Post Office this
does not cost extra but the cost of the return will need paying by yourself. Please do not post the package through the post box without obtaining a certificate of posting.
5. Keep your certificate of postage safe as you will need this as your proof of return.
HOW MUCH DOES IT COST TO RETURN AN ITEM?
Please note that you are responsible for paying postage costs for the item to be returned to us but the cost of replacement items to be sent out will be covered by Heavy Goods Apparel.
HOW DO I RETURN A FAULTY ITEM?
If you receive a faulty item and would like a refund, please send an email to firstname.lastname@example.org advising us of your order number (found on the packaging slip), along with your name and the details of the problem, so that we may investigate this for you.
Please return the item to us following the same procedure as stated in section 2 ‘How do I return an item?’ We‘ll examine the faulty product and be in touch with information of what refund/exchange you are entitled to via email within a reasonable period of time.
HOW LONG WILL MY REFUND/EXCHANGE TAKE TO BE PROCESSED?
If you would like a refund or exchange we will refund or exchange the product as soon as we receive your return but within 28 days of the date the order was placed. Please note, this is provided that the product returned is received back to us within the 14 day returns period or is faulty.
If you have not received your order within 3-4 working days (UK) and 5-7 working days (international) please get in touch, please note our office hours are 9am-5pm Monday to Friday. Missing parcels will be refunded or replaced if not received within 10 days (UK) and 14 days (international) of posting. Please note that all post is sent recorded so if after 10 days we track the parcel and it has not been signed for we will issue a full refund or send a replacement. We aim to process all orders within 1-3 working days.
In the event that we do not receive your returned goods, we will ask you to provide the certificate of posting from the Post Office as proof of postage. We reserve the right to refuse a refund if you are unable to provide the certificate of posting.
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.