Refund policy
Return and Refund Policy
We want you to be happy with your purchase from Reloved. If you change your mind about an item, we offer a 30-day return period from the date you receive your order.
Change-of-Mind Returns
You may request a return within 30 days of receiving your order.
For our additional 30-day return policy, items should be returned in the condition in which you received them, with tags attached where applicable and with any original packaging included where reasonably possible.
As our products are pre-loved, individual items may show signs of previous use. Any significant wear, damage, marks or other defects that we are aware of will be described in the product listing.
Please contact us at reloveduk26@outlook.com before sending an item back. We will provide you with instructions for returning your item.
Our 30-day return policy does not affect your statutory consumer rights.
Your Statutory Rights
When you buy goods online as a UK consumer, you generally have a legal right to cancel your order within 14 days of receiving the goods, without giving a reason. You then normally have a further 14 days to send the goods back.
You may handle and inspect the goods to the extent necessary to establish their nature, characteristics and functionality, in much the same way as you would be able to in a shop.
If goods have been handled beyond what is reasonably necessary and their value has been diminished as a result, the amount refunded may be reduced where permitted by law.
Your statutory rights also apply where an item is faulty, not as described, or does not meet the requirements of the Consumer Rights Act 2015.
Damaged, Faulty or Incorrect Items
Please inspect your order when you receive it and contact us as soon as reasonably possible if:
- Your item arrives damaged.
- You believe the item is faulty.
- You receive the wrong item.
- The item is materially different from its description.
Please email reloveduk26@outlook.com with your order details and, where appropriate, photographs showing the problem.
We will assess the issue and provide an appropriate remedy in accordance with your statutory consumer rights.
Pre-Loved Items
Reloved specialises in pre-loved clothing, shoes, books and other second-hand items.
Because our products are pre-loved, some items may show reasonable signs of previous use. We aim to accurately describe the condition of every item and provide photographs showing its condition.
Where a specific flaw, mark, repair or other issue is known to us, we will aim to disclose it clearly in the product listing.
Sale Items
Sale and discounted items remain covered by your statutory consumer rights.
Our 30-day change-of-mind return policy also applies to sale items unless a specific product listing clearly states otherwise, subject always to your statutory rights.
Exchanges
We do not currently offer direct exchanges.
If you would like a different item, you can return the original item in accordance with this policy and place a new order for the replacement item.
Return Postage
For a change-of-mind return, the cost of returning the item may be your responsibility unless we have agreed otherwise.
If an item is faulty, damaged, incorrect or not as described, please contact us before returning it so that we can provide the appropriate return instructions.
Refunds
Once we receive your returned item, we will inspect it and notify you whether the refund has been approved.
Where a refund is due, it will normally be made to the original payment method.
For cancellations made under your statutory rights, refunds will be provided in accordance with applicable consumer law.
Depending on your payment provider or bank, it may take additional time for the refund to appear in your account.
How to Request a Return
To request a return, please email:
Please include:
- Your name
- Order number
- The item you wish to return
- The reason for the return, where applicable
- Photographs if the item is damaged or faulty
Please do not send an item back without contacting us first, so that we can provide the correct return instructions.
Contact Us
If you have any questions about returns or refunds, please contact us at:
Email: reloveduk26@outlook.com
Reloved_UK
United Kingdom