Refunds and cancellations

1. Your statutory right to cancel

If you are a consumer in the United Kingdom or the EU, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day you receive the goods to cancel the contract without giving a reason. You then have a further 14 days to send the goods back.

You can cancel by emailing support@uniciclothing.shop with your order number, or by phoning +44 7518 683 971. A clear statement is enough — you do not have to use a particular form, though the model cancellation form in the Regulations is accepted.

2. Our own returns window

On top of the statutory right, we accept returns of unused pieces for 28 days from delivery. The piece must be unworn, unwashed, in resaleable condition and returned with any tags and original packaging. Where our window and your statutory right differ, whichever is better for you applies.

3. How to return something

1. Email support@uniciclothing.shop with your order number and the product code, and tell us whether you want a refund or an exchange. This lets us match your parcel to your order when it arrives.
2. Repack the piece so it will not be damaged in transit and post it to: UNICI CLOTHING LTD, 71 Woodland Drive, Leicester, LE3 3EB, United Kingdom.
3. Use a tracked service and keep the proof of postage. Until the parcel reaches us it is your responsibility, and we cannot refund something we never receive.

4. Who pays return postage

• Changed your mind: you pay to send the item back. We refund the price of the goods and the standard outbound delivery charge you originally paid.
• Faulty, damaged in transit, or not as described: we pay. Send it back and we will refund the return postage along with the order.
• Wrong item sent by us: we pay, and we will get the correct piece to you as soon as we have confirmed what happened.

5. Refund timescales and method

We refund within 14 days of receiving the goods back, or of you giving us proof of postage, whichever is sooner. In practice most refunds are processed within two working days of the parcel arriving. Refunds always go back to the original payment method — we cannot refund to a different card, account or as store credit unless you ask us to and we agree in writing.

How long the money takes to appear after we issue the refund is set by your bank or payment provider, and is usually three to five working days.

6. Deductions

We may reduce a refund to reflect a reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning — in plain terms, if a piece comes back worn, washed, marked or missing its packaging. We will always tell you before making a deduction and explain the reason.

If you chose a delivery option more expensive than our standard service, we refund only the cost of the standard service.

7. What cannot be returned

For hygiene reasons we cannot accept the return of socks, gloves or hair accessories once a sealed hygiene package has been opened, unless the item is faulty. This is the exception permitted by regulation 28 of the Consumer Contracts Regulations. Everything else in the range can be returned under the terms above.

This exception does not affect your rights if the goods are faulty, not as described or not fit for purpose.

8. Faulty goods

Under the Consumer Rights Act 2015, if goods are faulty you have a short-term right to reject them within 30 days of delivery for a full refund. After that, and within six months, you can ask for a repair or replacement and, if that fails, a refund. Contact us within 30 days of delivery with a photograph if you can, and we will resolve it without charging you postage in either direction.

9. Cancelling before dispatch

If your order has not yet been dispatched, email or phone us and we will cancel it and refund you in full, usually the same working day. Orders leave us within 2-5 working days, so please phone rather than email if you need to stop one quickly.

10. Orders we cancel

Occasionally we may cancel an order — if a piece turns out to be out of stock, if there was an obvious pricing error, if we cannot deliver to your destination, or if we reasonably suspect fraudulent card use. We will always email you to explain and refund any payment in full. Nothing is charged for an order we cannot fulfil.

11. Chargebacks

If you think a charge is wrong, please contact us first — we can almost always sort it out faster than a bank dispute. Raising a chargeback without contacting us does not remove your obligation to return goods you have received.

12. Related policies

See also our shipping policy, terms and conditions and the plain-English summary on delivery and returns.