Return & Refund Policy
We hope you are satisfied with your purchase from Defwear.
In addition to your statutory consumer rights, Defwear offers a 30-day voluntary return period for eligible products, subject to the conditions below.
Nothing in this Return & Refund Policy limits or excludes any rights you may have under applicable UK consumer law.
Please review this policy carefully before making a purchase.
1. Order Cancellations
If you wish to cancel or change an order, please contact us as soon as possible at:
If the order has not yet been dispatched or, where applicable, entered into production, we will try to cancel it before fulfilment.
For eligible goods purchased online, UK consumers also have statutory cancellation rights.
For most eligible goods, you may notify us that you wish to cancel within 14 days after receiving the goods, without giving a reason. You will then normally have a further 14 days to return the goods.
If an order has already been dispatched, we may not be able to stop the shipment, but this does not remove any statutory cancellation right that applies to your purchase.
Certain products, including some personalised or made-to-order goods, may be exempt from the statutory change-of-mind cancellation right.
2. 30-Day Voluntary Return Policy
In addition to your statutory rights, Defwear allows you to request a return of eligible items within 30 days of delivery.
For returns made under our voluntary 30-day policy after the statutory cancellation period has expired, the following conditions may apply:
- The item should be unworn, unwashed and unused beyond what is reasonably necessary to inspect it.
- The item should be returned in substantially the same condition in which it was received.
- Original tags, accessories and included components should be returned where reasonably possible.
- You must provide reasonable proof of purchase, such as an order number, receipt or other transaction record.
- The item must not have been materially altered or damaged after delivery.
These conditions do not restrict your statutory rights where the product is faulty, damaged, incorrect, not as described or otherwise fails to conform to the contract.
3. Statutory Change-of-Mind Rights
For most eligible goods purchased online, you may notify Defwear that you wish to cancel within 14 days of receiving the goods.
You do not need to provide a reason.
After notifying us, you normally have another 14 days to return the goods.
You may examine or try on the goods in a way reasonably similar to what would be permitted in a shop.
If the value of the goods has been reduced because they were handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may be permitted by law to make an appropriate deduction from the refund.
Please contact:
to obtain the correct return instructions.
4. Faulty, Damaged, Incorrect or Misdescribed Goods
If your item is:
- Faulty
- Damaged
- Not as described
- Incorrect
- Missing part of an advertised set
- Otherwise not in conformity with the contract
please contact:
Please include:
- Your order number
- A description of the problem
- Clear photographs or video where reasonably helpful
- A photograph of the shipping label where relevant
Depending on the circumstances and your statutory rights, an appropriate remedy may include:
- Repair
- Replacement
- Exchange
- Price reduction
- Partial refund
- Full refund
UK law provides consumers with statutory rights where goods are faulty, not as described or otherwise do not meet legal standards. A qualifying consumer may also have a 30-day short-term right to reject faulty goods, subject to the applicable statutory conditions.
Nothing in Defwear's voluntary return policy replaces or limits those rights.
5. Wrong Size, Colour, Style or Change of Mind
If you ordered the wrong:
- Product
- Size
- Colour
- Style
or simply changed your mind, you may still be able to return the item.
During the statutory cancellation period, your legal cancellation rights apply to eligible goods.
After that period, you may use our voluntary 30-day return policy, provided the item meets the applicable return conditions.
For change-of-mind returns, you will normally be responsible for the direct cost of returning the item where this was disclosed to you before purchase.
6. Non-Returnable Items
Certain items may be excluded from change-of-mind returns where permitted by law.
Examples may include:
- Goods made to your specifications
- Clearly personalised products
- Certain sealed goods that cannot be returned for health or hygiene reasons once unsealed
- Other goods specifically exempted under applicable consumer law
Personalised or made-to-order products are also generally excluded from Defwear's voluntary 30-day change-of-mind return policy unless otherwise stated.
However, these exclusions do not remove your rights if the goods are faulty, damaged, incorrect or not as described.
7. How to Request a Return
To request a return, contact:
Please provide, where applicable:
- Your order number
- Product name
- Reason for the return
- Description of the issue
- Clear photographs or video for damaged, faulty or incorrect items
Our customer service team normally aims to review return enquiries within 3 business days.
We will then provide the appropriate return instructions and, where applicable, the correct return address.
Please do not automatically send your return to the address printed on the original parcel or to our registered company address unless we specifically confirm that it is the correct return location.
Contacting us first helps ensure that the parcel is sent to the correct return facility.
However, this procedure does not prevent you from exercising a statutory cancellation right by clearly informing us of your decision to cancel within the applicable legal period.
8. Return Address
The return address may differ depending on the product, fulfilment location and nature of the return.
Please contact:
to obtain the correct return address and instructions before sending your parcel.
Our registered business address or the address shown on the original shipping label is not automatically the return address.
9. Return Shipping Costs
Change-of-Mind or Customer-Preference Returns
Where permitted by law and where you were properly informed before purchase, you are generally responsible for the direct cost of returning goods when the return is because:
- You changed your mind
- You ordered the wrong size
- You selected the wrong colour
- You ordered the wrong product
- The item is no longer wanted
The actual cost will depend on the carrier and return method used.
Faulty, Damaged or Incorrect Goods
If the product is faulty, damaged, incorrect or otherwise does not conform to the contract, Defwear will not unfairly require you to bear reasonable return costs where UK consumer law places those costs on the trader.
We will provide appropriate return instructions.
10. Original Delivery Costs
Where you exercise a statutory cancellation right for an eligible online order, we will refund the amount you paid for the goods together with the cost of our least expensive standard delivery option, where required by law.
If you selected a more expensive delivery method, such as Express Shipping, we are not normally required to refund the additional amount above the standard delivery cost.
Defwear's current UK delivery options are:
Standard Shipping: £3.99
Express Shipping: £8.99
Free Standard Shipping on orders of £69.99 or more
For example, if you paid £8.99 for Express Shipping when our Standard Shipping option was £3.99, a statutory cancellation refund would normally only require refunding up to the applicable £3.99 standard delivery amount.
11. Inspections and Return Processing
Once we receive your return, we normally aim to inspect and process it within 5 business days.
This internal inspection period does not extend any statutory deadline that applies to a refund.
If additional information is reasonably required to verify a fault or return, we may contact you.
12. Refunds for Statutory Online Cancellations
Where you validly exercise your statutory cancellation right, we will issue the refund within the timeframe required by UK law.
For returned goods, this is generally within 14 days after:
- We receive the goods back; or
- You provide evidence that you have sent them back,
whichever occurs first where the relevant rules apply.
The refund will normally be made using the same payment method that you originally used, unless you expressly agree otherwise.
No refund fee will be charged.
13. Refunds for Faulty Goods
Where you exercise a valid statutory right to reject faulty goods and are entitled to a refund, the refund will be made without undue delay and no later than 14 days after Defwear agrees that you are entitled to the refund.
The refund must normally be made using the same method of payment originally used unless you expressly agree otherwise, and no refund fee may be imposed.
14. Voluntary 30-Day Return Refunds
For an eligible return made under Defwear's voluntary 30-day return policy, we normally aim to initiate an approved refund within 5 business days after completing our inspection.
This commercial processing target does not replace any shorter or otherwise mandatory refund deadline that may apply under UK law.
15. Bank and Payment Provider Processing Times
After Defwear has issued a refund, your bank, card issuer, PayPal or other payment provider may require additional time to show the funds in your account.
This external processing period depends on your payment provider.
In some cases, it may take several business days for the credit to appear.
If Defwear has confirmed that the refund was issued but you still cannot see it, please contact your bank or payment provider first and then contact:
if you need further assistance.
16. Exchanges
If you request an exchange, contact:
If an exchange is approved, we normally aim to process it within 5 business days after the returned goods are received and inspected.
If an exchange is required because Defwear supplied a faulty, damaged or incorrect item, reasonable replacement delivery costs will be handled by us where required by law.
If the exchange is requested because of customer preference, size choice, colour choice or ordering error, return or replacement shipping charges may apply where permitted and properly disclosed.
17. Personalised and Made-to-Order Products
Personalised, customised or made-to-order goods may be excluded from the statutory change-of-mind cancellation right and our voluntary return policy where permitted by law.
However, if a customised item is:
- Faulty
- Damaged
- Incorrect
- Not made according to the agreed specification
- Otherwise not in conformity with the contract
please contact us.
Your statutory rights relating to faulty or non-conforming goods remain unaffected.
18. Refused or Undeliverable Parcels
If a parcel cannot be delivered because the customer provided an incorrect or incomplete address, or refuses delivery without exercising an applicable statutory right, additional costs may arise.
Any amount deducted or charged will only be applied where permitted by law and where the customer was appropriately informed.
A refused parcel will not automatically result in the loss of statutory consumer rights.
19. Proof of Purchase
We may ask you for reasonable proof that the product was purchased from Defwear.
Acceptable evidence may include:
- Order confirmation
- Order number
- Payment record
- Receipt
- Other reasonable evidence of purchase
UK guidance permits traders to request proof that the goods were purchased from them.
20. Important Return Information
Please contact our customer service team before returning an item so that we can provide the correct return instructions.
Do not automatically return goods to the sender address shown on the original package.
Returns sent to an unrelated or incorrect address may result in delays.
However, Defwear's internal return procedures will not be used to remove, restrict or unfairly obstruct rights available to you under UK consumer law.
21. Your Statutory Rights
This policy provides additional commercial return arrangements and does not replace your legal rights.
Depending on the circumstances, UK consumer law may provide rights including:
- A statutory cancellation right for eligible distance purchases
- A short-term right to reject qualifying faulty goods
- Repair or replacement rights
- Price reduction rights
- A final right to reject in qualifying circumstances
It is unlawful for a business to mislead consumers about or improperly restrict their statutory refund and return rights.
Contact Us
If you have questions about a return, refund, exchange or your order, please contact the Defwear Customer Service Team:
Email: service@defwear.com
Please include your order number whenever possible so that we can assist you efficiently.
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