Last updated: 08/09/2026
We want you to be happy with your purchase from [BUSINESS NAME]. If something isn’t right, here’s how returns and exchanges work.
Your Right to Withdraw (EU Customers)
If you are a consumer shopping from within the European Union, you have the legal right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason, in accordance with EU Consumer Rights Directive 2011/83/EU.
To exercise this right, you must inform us of your decision to withdraw within 14 days of receiving the goods, by emailing [SUPPORT EMAIL] with your order number. You then have a further 14 days to send the item back to us.
Our Return Policy
In addition to your legal right of withdrawal, we accept returns under the following conditions:
- Return window: 14 days from the date of delivery.
- Condition: Items must be unused, unworn, unwashed, and in their original condition with all tags and packaging intact.
- Non-returnable items: For hygiene reasons, [items such as underwear, swimwear, or pierced jewelry] cannot be returned unless faulty. Sale/clearance items marked “final sale” are also non-returnable. [Adjust this list to match what you actually sell.]
- Proof of purchase: Please include your order number or receipt with your return.
How to Start a Return
- Email us at [SUPPORT EMAIL] with your order number and the item(s) you’d like to return.
- We’ll confirm the return and provide instructions (and a return address, if different from our main address).
- Pack the item securely with all original tags/packaging and send it back to us.
- Once we receive and inspect the item, we’ll notify you of the approval or rejection of your refund.
Refunds
- Approved refunds are issued to your original payment method within [5–14] business days of us receiving the returned item.
- Original shipping costs are refunded only where required by law (e.g. EU withdrawal-right returns) or if the return is due to our error (wrong/faulty item).
- Return shipping costs are the responsibility of the customer, unless the item arrived damaged, defective, or incorrect.
- You may see the refund reflected on your statement a few additional business days later, depending on your card issuer or bank.
Exchanges
If you’d like a different size or color, the fastest way is to return the original item for a refund and place a new order. If you’d prefer, contact us at [SUPPORT EMAIL] and we’ll try to arrange a direct exchange, subject to stock availability.
Faulty, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or not what you ordered, contact us within [X] days of delivery at [SUPPORT EMAIL] with your order number and a photo of the issue. We’ll cover return shipping and offer a replacement, exchange, or full refund, in accordance with your statutory consumer rights.
Questions?
For any return or exchange questions, reach us at [SUPPORT EMAIL] or [PHONE NUMBER, if applicable].
