Refund policy

RETURNS & REFUNDS POLICY

We have a 14-day return policy, which means you have 14 days from the day after your item is delivered to request a return.

Nothing in this policy affects your statutory rights under UK consumer law.

Eligibility for Returns

To be eligible for a return, your item must be:

Unworn and unused beyond reasonable inspection
In the same condition you received it
With tags attached where possible
In its original packaging where possible
Accompanied by proof of purchase

Condition, Wear & Hygiene

Customers are entitled to inspect items as they would in a physical retail environment. However, inspection does not include wearing an item for a period sufficient to transfer body odour, perfume, deodorant, smoke, or other personal scents.

Returned items must be in a condition suitable for resale.

If an item is returned with noticeable odour, including body odour, this indicates the item has been worn beyond reasonable inspection.

In these cases:

A partial refund may be applied to reflect diminished value, or
The return may be refused where the item cannot reasonably be restored to a resaleable condition

This applies regardless of whether the odour is described as light or subtle, where the odour is attributable to use rather than storage, packaging, or transit.

How to Start a Return

To start a return, please contact us at: customersupport@cantbelabelled.com

Once your return request is approved, we’ll provide the return address and instructions.

Items sent back without first requesting a return will not be accepted.

Return Shipping Costs

Change-of-mind returns (such as ordering the wrong size or item):

Return shipping costs are the customer’s responsibility.
Faulty or incorrect items:

We’ll cover all reasonable return and replacement shipping costs.

Damages & Issues

Please inspect your order when it arrives.

If your item is defective, damaged, or incorrect, contact us within 48 hours of delivery at:customersupport@cantbelabelled.com

Please include your order number and clear photos so we can assess the issue and make it right.

Exchanges

We don’t offer direct exchanges.

The quickest way to get a different size or item is to:

Return the item you have
Place a new order once your return is approved

All replacements are subject to stock availability.

Non-Returnable Items

We do not accept returns on:

Sale items
Gift cards
Custom or personalised items
Perishable goods
Personal care products
Hazardous or flammable materials

If you’re unsure whether your item is eligible, please contact us before purchasing.

UK & EU Cooling-Off Rights

If your order is shipped to the UK or European Union, you have the legal right to cancel your order within 14 days of delivery, for any reason.

Once you notify us of cancellation, items must be returned within a further 14 days, in line with consumer law.

Refunds

We’ll notify you once we’ve received and inspected your return.

If approved:

Refunds are issued to your original payment method
Refunds are processed within 14 days, in line with UK consumer law

Please note it can take additional time for your bank or card provider to process and post the refund.

If more than 15 days have passed since your refund was approved, please contact us at customersupport@cantbelabelled.com

Product Representation & Design Disclosure

Product listings include both images and written descriptions, which together form the full description of the item.

Images are illustrative and may not show every design detail due to lighting, angles, or styling.
Written product descriptions are the primary source of information and form part of the contract of sale.

Any disclosed references to graphics, prints, branding, labels, text, typography, or design placement are considered clear and sufficient disclosure.

Disliking a disclosed design feature does not constitute a fault or misrepresentation.

Questions

If you have any questions about returns or refunds, please contact us at:

customersupport@cantbelabelled.com