At HURLEY WEAR LTD, we want customers to feel confident when purchasing women’s clothing through our online store.
This policy explains how to request a return, exchange, or refund and should be read together with our Terms of Service and applicable consumer protection laws.
Nothing in this policy is intended to remove or restrict rights that cannot legally be excluded.
1. Return Eligibility
For eligible online purchases, customers may have the right to cancel their order without providing a specific reason within the applicable statutory cancellation period.
For many distance purchases in the UK, this means that customers generally have 14 days from the day after receiving the goods to notify the seller that they wish to cancel.
After notifying us of the cancellation, the goods will generally need to be returned within the applicable statutory period.
Certain products and circumstances may be subject to legal exceptions.
2. How to Start a Return
Before sending an item back, please contact our customer service team.
We will provide the relevant return instructions based on your request.
3. Condition of Returned Clothing
For a change-of-mind return, clothing should be returned in an appropriate condition.
Where reasonably possible, please ensure that:
Items are unworn;
Items have not been washed;
Items are free from makeup, perfume, stains, smoke, or other marks;
Original tags remain attached where applicable;
Original packaging is included where reasonably possible;
Items are securely packaged for transportation.
Customers may handle clothing to the extent reasonably necessary to establish its nature, characteristics, and functioning.
Where the law permits a deduction because goods have been handled beyond what is reasonably necessary, we may consider the resulting reduction in value.
4. Hygiene and Sealed Items
Certain products may be subject to restrictions where they are unsuitable for return for health protection or hygiene reasons after the relevant seal has been broken.
Where a legal exception applies, this will be communicated where required.
This does not affect statutory rights relating to faulty, damaged, or incorrectly supplied goods.
5. Faulty or Damaged Items
If an item arrives faulty or develops a fault that may give rise to a legal remedy, please contact us as soon as reasonably practical.
Please provide:
Order number;
Description of the problem;
Photographs where useful;
Any other information reasonably necessary to assess the issue.
We will review the circumstances and determine the appropriate remedy in accordance with applicable consumer law.
Depending on the circumstances, a remedy may include repair, replacement, price reduction, or refund.
6. Incorrect Item Received
If you receive an item that does not match your order, please contact us before returning it.
Please provide your order number and details of the incorrect product.
Where an error has been made by us, we will work with you to arrange an appropriate resolution.
7. Exchanges
We may offer exchanges for eligible items, subject to availability.
If you would like to exchange an item, please contact us with:
Original order number;
Item you wish to return;
Item or size you would like instead.
An exchange cannot be guaranteed if the requested replacement is unavailable.
Where an exchange cannot be completed, an eligible refund may be offered instead.
8. Return Shipping Costs
For a change-of-mind cancellation, the customer may generally be responsible for the direct cost of returning the goods where this responsibility was properly communicated before purchase.
For faulty, damaged, incorrectly supplied, or otherwise legally protected returns, different arrangements may apply.
We will not use this policy to make customers bear costs that applicable law requires the business to bear.
9. Return Address
Please do not send a return to an address found elsewhere on the internet or assume that the registered business address is automatically the correct returns address.
We will provide the appropriate return instructions and address for your particular request.
This helps us ensure that your return can be identified and processed correctly.
10. Proof of Return
We recommend using a delivery service that provides proof of postage or tracking when returning an item.
Please keep your postage receipt and tracking information until your return has been completed.
Where a return is sent by a tracked service, the tracking record may help establish when the parcel was dispatched and delivered.
11. Refund Processing
Once an eligible return has been received and reviewed, we will process the applicable refund in accordance with our legal obligations and this policy.
Refunds will normally be issued to the original payment method where practicable.
The time for a refund to appear in your account may depend on your bank or payment provider after the refund has been processed.
12. Refunds for Cancelled Orders
Where a customer exercises a statutory cancellation right, refunds will be handled in accordance with applicable law.
For eligible cancellations, the refund will generally include the applicable standard delivery charge originally paid by the customer.
Where permitted by law, additional costs resulting from the customer’s choice of a more expensive delivery option may not be refundable.
For many distance contracts, the seller must generally reimburse the consumer without undue delay and within the statutory timeframe following cancellation, subject to the applicable rules concerning return of the goods. (legislation.gov.uk)
13. Deductions for Reduced Value
If you exercise a statutory cancellation right, you may generally inspect the goods in a manner similar to what would be permitted in a physical shop.
If the goods have been handled beyond what is reasonably necessary to establish their nature, characteristics, and functioning, applicable law may permit a deduction reflecting any resulting reduction in value.
Any such deduction will not affect rights that cannot lawfully be excluded.
14. Items That Cannot Be Returned
Some goods may fall within statutory exceptions to cancellation rights.
For example, restrictions may apply to goods that are:
Made to the customer’s specifications;
Clearly personalized;
Sealed goods that are unsuitable for return for health or hygiene reasons once unsealed;
Otherwise excluded by applicable legislation.
Any applicable exclusion should be considered according to the nature of the individual product and the circumstances of the order.
15. Sale and Promotional Items
Items purchased during a sale or promotional period may still be subject to applicable consumer rights.
A discounted price does not automatically remove statutory rights concerning faulty, misdescribed, or otherwise non-conforming goods.
Additional promotional return conditions may apply where clearly communicated before purchase, provided those conditions are lawful.
16. Items Purchased as Gifts
If an item was purchased as a gift, the person who placed the order may generally need to initiate the return or refund because the original order and payment information are associated with that transaction.
Please contact us if you need assistance with a gift purchase.
17. International Returns
Customers returning orders from outside the United Kingdom should contact us before sending the package.
International returns may involve additional carrier procedures, customs documentation, or other requirements.
Customers should retain proof of shipment until the return has been confirmed.
Where applicable, statutory rights relating to international purchases remain unaffected.
18. Orders Not Yet Dispatched
If you change your mind before your order has been dispatched, please contact us immediately.
We will make reasonable efforts to cancel the order before it enters the dispatch process.
If cancellation is no longer possible because the order has already been processed or dispatched, you may need to use the applicable returns procedure.
19. Missing Returns
If you have sent a return but have not received confirmation, please contact us with:
Order number;
Date the return was sent;
Tracking number, if available;
Delivery confirmation, where available.
We will review the information and assist with locating the return where reasonably possible.
20. Consumer Legal Rights
This policy provides additional information about our returns process but does not replace your statutory consumer rights.
UK consumer protection legislation may provide rights relating to:
Goods being of satisfactory quality;
Goods being fit for their intended purpose;
Goods matching their description;
Cancellation of eligible distance contracts;
Repair or replacement;
Price reduction;
Refunds.
Where statutory rights provide a remedy, those rights remain available even if a particular situation is not expressly described in this policy.
21. Return Abuse and Fraud Prevention
We aim to process legitimate returns fairly.
Where we have reasonable grounds to suspect fraudulent activity, repeated misuse of the returns process, or other unlawful conduct, we may investigate the matter and take appropriate action permitted by law.
Nothing in this section limits legitimate consumer rights.
22. Contact Us About a Return
For all return, exchange, or refund enquiries, please contact:
