Refund policy
RETURNS & REFUNDS POLICY
At HerEdits, every order is handled with care and every item is checked before dispatch.
We believe in clear and transparent expectations. This policy explains how cancellations, returns, refunds, inspections, delivery costs, promotional purchases, uncollected parcels and product claims are handled.
Nothing in this policy limits or excludes your statutory rights under UK consumer law.
RETURNS AT A GLANCE
Please read the full policy below before returning an item.
• Eligible online purchases may be cancelled within the applicable statutory cancellation period.
• Customers are responsible for the cost of returning non-faulty change-of-mind purchases.
• All returned items are inspected before the final refund is determined.
• Please take care when trying on clothing. Makeup, fake tan, deodorant, fragrance, staining, contamination, wear or damage caused while goods are in your possession may result in a reduction to your refund.
• Where customer handling has caused an item to become commercially unsaleable and its value has been eliminated, the reduction in refund may be up to 100% of the item’s value.
• Where a partial return takes the retained order below the qualifying value for a conditional free-delivery promotion, the delivery terms applicable to the retained order may be recalculated where permitted by law.
• Uncollected parcels are not automatically resent. Where an order was correctly made available for collection but was not collected, a new delivery charge must be paid before redelivery.
• Promotional, bundle and multi-buy refunds may be recalculated where part of the qualifying purchase is returned, where the promotion terms and applicable law permit this.
• Reduced, sale and clearance pricing does not remove statutory rights applicable to online purchases.
1. CHANGE-OF-MIND RETURNS
For eligible online purchases, customers may notify HerEdits that they wish to cancel their purchase within 14 days of receiving the goods, in accordance with applicable UK consumer law.
To request a return, please contact:
support@heredits.com
Please provide:
• your order number;
• the item(s) you wish to return; and
• your reason for returning, where you are happy to provide one.
After notifying HerEdits of cancellation, the goods must be sent back within the applicable statutory return period, which is generally no later than 14 days after the customer communicates their decision to cancel.
Customers should retain evidence showing when their return was dispatched.
Carrier delays occurring after a return has been handed to the carrier will not, by themselves, affect compliance with the return deadline.
2. RETURN CONDITION & CUSTOMER RESPONSIBILITY
Customers may examine and try on clothing only to the extent reasonably necessary to establish its fit, nature and characteristics, in the same way that would reasonably be permitted when examining clothing in a physical shop.
Customers are responsible for taking reasonable care of goods while they are in their possession.
Returned goods should:
• have all original tags attached where applicable;
• be free from makeup, fake tan, deodorant, staining, soiling and other contamination;
• be free from strong perfume, body spray, smoke and other persistent odours;
• not have been worn beyond reasonable trying-on;
• not have been washed or altered;
• not have been stretched, pulled, damaged or distorted through wear or handling; and
• be packaged securely and appropriately for return transit.
Where reasonably possible, original protective packaging should be used.
Customers are responsible for taking reasonable steps to protect returned goods from damage, contamination, soiling and deterioration during return transit.
3. DIMINISHED VALUE
All returned goods are thoroughly inspected upon receipt.
Where a customer has handled an item beyond what is reasonably necessary to establish its nature, characteristics and fit, and that handling has diminished the value of the item, HerEdits may make an appropriate deduction from the refund where permitted by applicable consumer law.
This may include, depending upon the circumstances:
• makeup or cosmetic staining;
• fake tan transfer;
• deodorant marks;
• food or drink staining;
• bodily substances or other contamination;
• strong perfume, body spray, smoke or other persistent odours;
• evidence of wear beyond reasonable trying-on;
• washing;
• alteration;
• stretching, pulling or distortion caused by wear or handling;
• customer-caused damage;
• damage or deterioration caused by inadequate return packaging; or
• any other customer-caused condition that materially reduces the item’s value.
IMPORTANT
Where customer-caused staining, contamination, wear, damage or excessive handling has rendered an item commercially unsaleable and eliminated its resale value, the diminished value may amount to the full value of the item.
In those circumstances, HerEdits may deduct up to 100% of the item’s value, meaning that no refund will be due for that item.
Any deduction will reflect the reduction in value attributable to the customer’s handling and will not be imposed merely as a penalty.
HerEdits may photograph or video material return-condition issues to document the condition in which goods were received.
This does not affect statutory rights relating to goods that were faulty, damaged, incorrectly supplied or not as described when originally supplied.
4. HEREDITS RETURNED-STOCK STANDARD
HerEdits maintains high standards regarding merchandise sold to customers as brand-new stock.
For hygiene, quality assurance and customer confidence, HerEdits may choose not to reintroduce customer-returned clothing into its full-price new-stock inventory, even where the garment appears visually satisfactory.
Returned stock may instead be separated from new stock, reduced, sold through an appropriate returned-stock or clearance channel, or otherwise managed in accordance with HerEdits’ internal quality standards.
This is an internal HerEdits stock-management decision.
Where a customer’s handling has remained within what is reasonably necessary to examine the goods, HerEdits will not make a diminished-value deduction solely because HerEdits subsequently chooses to manage or sell the returned stock differently.
5. RETURN POSTAGE
For non-faulty change-of-mind returns, customers are responsible for the cost of returning the goods to HerEdits where they have been informed of that responsibility.
Where HerEdits provides a return label for convenience, the cost of the return service may be deducted from the refund where the customer is responsible for that return cost.
Where permitted, customers may arrange their own suitable tracked return service.
Customers should retain proof of postage until their return and refund have been completed.
Where a customer independently arranges their return, the customer is responsible for ensuring that the goods are appropriately packaged and returned to the correct address.
6. ORIGINAL DELIVERY COSTS
Where applicable UK consumer law requires HerEdits to reimburse the original delivery charge following cancellation of an eligible distance contract, reimbursement will be limited to the cost of HerEdits’ least expensive standard delivery method available for the order.
Where a customer selected a more expensive or premium delivery service, any additional amount paid above the standard delivery cost will not be reimbursed where the law permits.
Nothing in this section removes any statutory entitlement to reimbursement of standard outbound delivery costs.
7. FREE DELIVERY PROMOTIONS & PARTIAL RETURNS
Free standard delivery is a conditional promotional benefit available to qualifying orders that meet the advertised minimum spend.
Where clearly disclosed as a condition of the promotion, eligibility for free delivery following a partial return is based on the value of qualifying goods ultimately retained by the customer.
Where a partial return causes the value of the retained goods to fall below the minimum spend required for free delivery, the retained order will no longer satisfy the qualifying value for that promotion.
Where permitted by applicable consumer law and the disclosed terms of the promotion, the standard delivery charge that would have applied to the retained order at the time of purchase may therefore be deducted from the refund due for the returned goods.
Example
Free delivery applies to orders of £60 or more.
A customer places an order worth £70 and receives free standard delivery.
The customer subsequently returns £30 of goods and retains £40.
The £40 retained order falls below the £60 qualifying threshold.
Where the promotional terms and applicable law permit, the standard delivery charge that would have applied to a £40 order may therefore be deducted when calculating the refund.
This is intended to restore the retained order to the delivery terms that would have applied based upon its qualifying value and is not an additional returns penalty.
Where an entire eligible distance order is cancelled, any statutory entitlement to reimbursement of standard outbound delivery costs will continue to apply.
8. PROMOTIONS, BUNDLES & MULTI-BUYS
Where goods are purchased as part of a bundle, multi-buy, outfit promotion or other conditional promotional offer, the promotional price is based upon the conditions of that offer being satisfied.
Where only part of a qualifying purchase is returned, the refund may be recalculated to reflect the price that would properly have applied to the goods retained without the promotional condition, provided that the original promotional terms clearly explained this and applicable law permits it.
For example, where a customer receives a multi-buy discount conditional upon purchasing two qualifying items but subsequently returns one, the retained item may revert to the price that would have applied had it originally been purchased alone, where the promotion was offered on that basis.
Any applicable recalculation will be explained to the customer.
9. SALE & CLEARANCE ITEMS
Sale and clearance items are offered at reduced prices and are treated as final sale under the HerEdits voluntary returns policy.
HerEdits does not offer discretionary change-of-mind returns, exchanges or store credit on sale or clearance items beyond any rights that customers are entitled to under UK consumer law.
Where a statutory right to cancel an eligible online purchase applies, that statutory right will be honoured.
Where an item was reduced because of a fault, mark, imperfection or other characteristic that was clearly disclosed before purchase, that disclosed issue cannot subsequently be relied upon as the reason for claiming that the item is faulty or not as described.
Nothing in this section affects statutory rights relating to faulty, damaged, incorrectly supplied or materially misdescribed goods.
10. UNCOLLECTED PARCELS & RETURN TO SENDER
Customers selecting delivery to an InPost Locker, InPost Shop, parcel collection point or similar collection service are responsible for monitoring the tracking information provided by the carrier and collecting their parcel within the carrier’s stated collection period.
Delivery carriers provide tracking and collection notifications directly to customers.
HerEdits is not responsible for individually contacting or reminding customers to collect their parcels.
Customers are responsible for ensuring that the email address and telephone number supplied with their order are correct.
Failure to Collect
Where HerEdits has correctly dispatched an order and the carrier has made the parcel available for collection, failure by the customer to collect it within the specified period may result in the parcel being returned to HerEdits.
An uncollected parcel will not automatically be resent.
Redelivery
Where a customer wants an uncollected order to be resent, a new delivery charge must be paid in full before redispatch.
This applies even where the original order qualified for free delivery.
A free-delivery promotion applies to the qualifying original delivery and does not provide unlimited free redelivery following a customer’s failure to collect.
Returned-to-Sender Costs
Where an uncollected parcel is returned to HerEdits and the customer does not request redelivery, any refund due will be dealt with in accordance with applicable consumer law.
Where legally permitted, HerEdits reserves the right to recover reasonable and evidenced losses directly caused by the customer’s failure to collect the parcel.
Depending upon the circumstances, these may include:
• carrier return-to-sender charges actually incurred by HerEdits;
• non-recoverable packaging or fulfilment materials;
• reasonable additional costs directly incurred in receiving and processing the failed collection; and
• any demonstrable diminished value for which the customer is legally responsible.
Any recoverable amount will be reasonable and proportionate to the actual loss incurred and will not operate as an arbitrary penalty.
Returned Parcel Inspection
Returned-to-sender parcels will be inspected upon receipt.
HerEdits may photograph or record the parcel, packaging and goods when received for quality assurance and dispute-resolution purposes.
Any applicable customer-caused loss or diminished value identified during inspection will be documented.
A refund will not be issued merely because tracking states that a parcel is being returned to sender. Any refund due will be dealt with within the applicable legal timescales and subject to the relevant statutory rules regarding receipt or evidence of return.
Courier or HerEdits Error
The failed-collection provisions above apply where the parcel was correctly made available for collection and the customer failed to collect it.
They do not apply where the parcel was returned because of an error by HerEdits, an error by the delivery carrier, or circumstances for which the customer was not responsible.
11. RETURN INSPECTION & REFUND ASSESSMENT
Approval of a return request confirms that the customer may send the item back for assessment. It does not constitute confirmation that the goods will qualify for a full refund regardless of their condition upon return.
All returned goods are individually inspected by HerEdits.
HerEdits may assess the return against:
• the physical condition of the returned item;
• pre-dispatch quality-control records;
• product photographs;
• packing records;
• relevant video evidence;
• dispatch records;
• return-condition photographs or video; and
• other relevant evidence.
Where a diminished-value deduction is applicable, HerEdits will determine an appropriate amount based upon the circumstances and the reduction in value attributable to customer handling.
Where customer-caused staining, contamination, wear, damage or other excessive handling has rendered an item commercially unsaleable and eliminated its value, the diminished-value deduction may amount to 100% of the item’s value.
Where appropriate, HerEdits will explain the reason for a material deduction.
HerEdits’ assessment will be made reasonably, consistently and in accordance with applicable UK consumer law.
Once the assessment has been completed and any applicable refund processed, HerEdits will consider the return case closed.
Nothing in this section prevents a customer from exercising any statutory right or remedy available to them.
12. REFUNDS
Any refund due will be issued to the original payment method unless another method has been lawfully agreed.
Refunds will be processed within the timescales required by applicable UK consumer law.
Where HerEdits is entitled to wait until returned goods have been received back, or until the customer supplies evidence of having sent them back, HerEdits may do so in accordance with applicable law.
Any lawful deductions will be applied before the final refund is issued.
13. EXCHANGES
HerEdits does not currently offer exchanges due to limited stock availability.
Customers wishing to obtain a different size, colour or product should return their eligible original purchase in accordance with this policy and place a new order.
14. FAULTY, DAMAGED OR INCORRECT ITEMS
Nothing in this policy affects statutory rights regarding faulty, damaged, misdescribed or incorrectly supplied goods.
Customers should notify HerEdits as soon as reasonably possible if they believe they have received a faulty, damaged or incorrect item so that the matter can be investigated promptly.
Please contact:
support@heredits.com
Please provide:
• your order number;
• details of the issue; and
• photographs or video where reasonably required to assist the investigation.
A request for reasonable supporting evidence does not remove statutory rights.
Where goods are legally faulty, not as described or incorrectly supplied, HerEdits will provide the remedy required under applicable UK consumer law.
Where a particular mark, fault, imperfection or other characteristic was specifically and clearly disclosed before purchase, that disclosure forms part of the description and will be taken into account when assessing the claim.
15. QUALITY CONTROL & EVIDENCE
HerEdits carefully checks goods before dispatch.
For quality assurance, fraud prevention and dispute resolution, HerEdits may retain appropriate records relating to the inspection, packing, sealing, condition and dispatch of orders.
Where relevant to a legitimate return, claim or dispute, HerEdits may use available:
• product photographs;
• quality-control records;
• packing records;
• dispatch records;
• relevant video records;
• carrier tracking information;
• parcel weight information where available;
• return-condition photographs or video; and
• correspondence relating to the order.
Relevant records will be handled in accordance with applicable data-protection requirements.
16. MISSING ITEMS
If you believe an item is missing from your parcel, please contact HerEdits as soon as reasonably possible.
We strongly recommend reporting missing-item concerns within 48 hours of delivery so that relevant packing and delivery evidence can be investigated promptly.
Please provide:
• your order number; and
• photographs of the parcel and delivery packaging, including the shipping label where available.
The 48-hour reporting request assists HerEdits in investigating the claim and does not remove statutory rights where applicable.
Claims may be assessed against packing records, quality-control evidence, parcel weights, dispatch information, carrier records and other relevant evidence.
17. PRODUCT CONDITION
Minor characteristics inherent in manufacturing, materials or product presentation are not necessarily faults.
Depending upon the product, these may include:
• minor loose threads that do not affect the integrity of the garment;
• minor stitching variations;
• reasonable variations in pattern or print placement;
• natural variations in fabric texture; and
• reasonable colour variations resulting from photography, lighting, screen settings or individual devices.
Whether an item is legally faulty or not as described will depend upon the circumstances and applicable consumer law.
18. FRAGRANCE CHARACTERISTICS
Fragrance perception and performance are subjective and may vary between individuals.
Differences in perceived scent strength, longevity, projection or personal scent preference do not, by themselves, establish that a fragrance is faulty.
Fragrance performance may be affected by factors including skin chemistry, environment, application, storage and individual perception.
This does not affect statutory rights where a fragrance is genuinely faulty, damaged, incorrectly supplied, counterfeit or materially not as described.
19. HYGIENE-SENSITIVE & SEALED GOODS
Certain sealed goods may fall within statutory exceptions to the usual cancellation right where they are not suitable for return for health-protection or hygiene reasons once unsealed.
Where an applicable statutory exception applies, this will be made clear to the customer.
Where legally applicable, opening or breaking the relevant hygiene seal may result in the loss of the change-of-mind cancellation right for that product.
This does not affect statutory rights relating to goods that are faulty, damaged, incorrectly supplied or not as described.
20. JEWELLERY, BEAUTY PRODUCTS & FRAGRANCES
Where jewellery, beauty products, fragrances or similar goods are supplied with an applicable hygiene or protective seal and the statutory hygiene exception applies, they may cease to be eligible for a change-of-mind return once that seal has been broken.
Unopened and otherwise eligible goods remain subject to applicable statutory cancellation rights.
This does not affect statutory rights relating to faulty, damaged, incorrect or misdescribed goods.
21. PREORDERS & DEPOSITS
A product being described as a preorder does not, by itself, remove statutory cancellation rights.
Where a customer pays a deposit or advance payment and subsequently cancels outside any applicable statutory cancellation right, HerEdits may retain only such amount as is fair and lawfully recoverable having regard to the circumstances and any recoverable loss incurred.
Where goods are genuinely personalised, bespoke or made to the customer’s specifications, different statutory cancellation rules may apply.
Any applicable restrictions will be disclosed before purchase.
22. LIVE SALES, LIVE CLAIMS & BANK TRANSFER ORDERS
The method by which an order is placed or paid for does not, by itself, remove statutory consumer rights.
Where a consumer enters into a distance contract with HerEdits during a live sale, social-media sale, live claim or other remote transaction, any applicable statutory cancellation rights continue to apply.
Where a specific fault, mark, imperfection, measurement, condition or other relevant characteristic was clearly disclosed before purchase, that disclosure forms part of the product description and will be taken into account when assessing any subsequent claim.
Payment by bank transfer does not remove consumer rights that would otherwise apply to the transaction.
23. FRAUDULENT OR DISHONEST CLAIMS
HerEdits takes deliberately fraudulent activity seriously.
Where there are reasonable grounds to believe that a claim is intentionally false, misleading or fraudulent, HerEdits may retain and use relevant evidence and may report suspected criminal activity to appropriate authorities, payment providers, delivery carriers or other relevant organisations where lawful and appropriate.
Relevant evidence may include photographs, videos, packing records, quality-control records, dispatch records, carrier records and correspondence.
This provision does not prevent customers from raising genuine complaints, exercising statutory rights, initiating legitimate payment disputes or seeking independent advice.
24. RETURN ASSESSMENT & CASE CLOSURE
All returned items are individually assessed by HerEdits upon receipt.
HerEdits will determine the condition of returned goods using the physical item and any relevant evidence available.
Return authorisation does not guarantee a full refund.
Where applicable consumer law permits a diminished-value deduction, HerEdits will determine the appropriate deduction based upon the condition of the item and the reduction in value caused by customer handling.
Where customer-caused contamination, staining, wear, damage or excessive handling has eliminated the item’s value and rendered it commercially unsaleable, that deduction may amount to 100% of the item’s value.
HerEdits’ assessment will be made reasonably, consistently and in accordance with applicable UK consumer law.
Once an assessment has been completed and any refund due has been processed, HerEdits will consider the internal return case closed.
25. STATUTORY RIGHTS
Nothing in this policy is intended to exclude, restrict or replace any consumer right or remedy that cannot lawfully be excluded under UK law.
Where any provision of this policy conflicts with a mandatory statutory right, the statutory right will apply.