Your legal rights: When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed. We may have to send the garment away for testing to establish the fault but we will always try to ensure you are not left without a vital piece of uniform!
Our policy In addition to your legal rights, we also allow you to return goods if you simply change your mind. Please return the unused goods to us with the original till receipt and with the original packaging/labels still intact, within 30 days and we will be happy to offer you an exchange or a credit note. Please note we cannot accept shirts/blouses that have been removed from the packaging! Please note we also cannot accept items for exchange that have had names written, ironed or sewn in so please try on your uniform before you name it! We also can’t exchange an item where the initials have been embroidered in so again, please make sure they are the right size before you order them!
Our credit notes are valid for 2 years as we appreciate you might not need anything for a while!
If you order online for delivery and your item doesn’t fit you may return your item to the shop for an exchange. You may also post it to us (but that will be at your expense). But to avoid that why not use our take two service – we can bring more than one size out for your child to try on there and then! If you have changed your mind about the order you must return the item within 14 days for a refund.
If you order for Click and collect, once you have collected our policy is the same as for purchases made within the shop. If you don’t collect you have 28 days from the date you ordered to change your mind. If after that time you haven’t collected the order will be cancelled and you will be issued with a credit note.
Well, first and foremost it isn’t the law. The law states that we only need to issue a refund if the item is faulty. In case you think I’m pulling your leg here is the formal stuff https://www.gov.uk/accepting-returns-and-giving-refunds.
Yes, we know the big stores issue refunds if you take something back – but they make millions of pounds a year. We are a small family business.
The main reason though is this. Every time you make a purchase either in the shop or online it costs us money. Staff time to process the order, paper to print out your order, a carrier bag to put in in, a phone call to tell you it’s ready, a credit card charge for processing your payment etc, etc. If we refunded every time a customer changed their mind that’s lots of costs with nothing back. As we are a small independent business we have to watch our overhead costs. That’s how we keep our prices low. If we had to issue lots of refunds we would ultimately have to put our prices up.
And lastly it’s an accounting nightmare especially where VAT is involved! It takes twice the amount of staff time to process the end of day information if there is just one refund!
I hope that goes someway to explaining our policy. We do try to put our customers first in everything we do – but sometimes we need to look at the bigger picture and make sure our decisions don’t negatively affect the rest of our customers too!
If you have any questions or comments about this or any other of our policies please don’t hesitate to get in touch with us at email@example.com
We are happy to exchange items for alternative sizes or garments providing items are unworn, still have the tags attached and are in a saleable condition.