Fair Use Policy

We offer free returns because we want you to buy with confidence. That only works if returns stay the exception rather than the routine, so we ask every customer to use them fairly.

When we charge for returns

If you have placed 3 or more orders and you have returned more than 50% of everything you have ordered, we will charge you for the cost of return shipping on each return you make from that point on. We will tell you the amount before you send anything back, and it will be deducted from your refund. This does not apply to items that arrive faulty, damaged, or not as described — those are always free to return.

Your legal right to cancel an order within 14 days of delivery is unaffected by this policy.

We look at orders individually

The thresholds above are a guide, not an automatic rule. We reserve the right to judge each order and each return on its own facts, and to apply, waive, or vary any part of this policy where the circumstances warrant it. Sizing that runs small, a run of faulty items, a change of address mid-delivery — none of that is misuse, and we would rather look at it properly than let a percentage decide.

We will exercise that judgement reasonably, and we will tell you the reason for any decision that affects your refund or your account.

Misuse of returns

We may refuse a return, withhold a refund, or suspend or close your account and any linked accounts where we see evidence of misuse. That includes ordering and returning quantities well beyond normal use, returning items that have been worn, used, altered, or washed, returning items that are not what you ordered, repeated claims that orders or items did not arrive, and any activity we reasonably believe to be fraudulent.

If we take any of these steps we will tell you why, and you can reply to us if you think we have got it wrong.