Refund Policy for Individualstore.co.uk

Effective Date: 10/11/2024

At IndividualStore.co.uk, we strive to provide our customers with high-quality products and excellent service. If you are not completely satisfied with your purchase, we offer a straightforward refund policy to ensure a hassle-free experience.

Please read this policy carefully to understand your rights and our refund procedures.

1. Returns

We offer a 14-day return period from the date you receive your order. If you wish to return a product, you must contact us within 14 days of receiving the goods to initiate a return request.

To be eligible for a return, the following conditions must be met:

  • The item must be unused, in the same condition as you received it, and with its original packaging.

  • The item must not be damaged or marked in any way.

  • The original order email or receipt must be used as proof of purchase

  • For hygiene reasons, certain items may not be eligible for return unless faulty.

2. How to Return an Item

To initiate a return, please follow these steps:

  1. Contact Us: Email us at info@individualstore.co.uk with your order number and a brief explanation of the reason for the return.

  2. Return Authorization: We will provide you with return instructions and a return authorization if your request is approved.

  3. Return Shipping: You are responsible for the cost of return shipping, unless the product is faulty or we made an error in processing your order.

  4. Return Package: Pack the item securely with its original packaging, including any accessories, instructions, or documentation, and send it back to the address provided by our customer service team.

3. Refunds

Once we receive and inspect your returned item, we will notify you by email about the approval or rejection of your refund request.

  • Approved Refunds: If your return is approved, we will process your refund to the original payment method. Refunds typically depend on your bank/ payment provider to appear on your account, but if not received within 14 days, contact us at info@individualstore.co.uk

  • Rejected Returns: If your return does not meet the eligibility requirements, we may reject your refund request. In this case, we will notify you and return the item to you at your expense.

4. Exchanges

At this time, we do not offer direct exchanges. If you wish to exchange an item for a different size or product, please follow the return process and place a new order for the replacement item.

5. Faulty or Damaged Items

If you receive a product that is faulty or damaged, please contact us immediately at info@individualstore.co.uk, and we will arrange for a replacement or full refund at no additional cost to you.

To expedite the process, please include:

  • Photos of the damaged or faulty item

  • Your order number

  • A description of the issue

  • Proof of purchase

In the event of a faulty product, we will cover the cost of return shipping.

6. Non-Refundable Items

Certain items are non-refundable, these will be detailed below,

These items are exempt from the 14-day return window unless they are defective or damaged upon receipt.

7. Late or Missing Refunds

If you have not received your refund within the stated time frame, please first check with your payment provider or bank. It may take some time before your refund is officially posted.

If you still have not received your refund, please contact us at info@individualstore.co.uk, and we will investigate the issue.

8. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page, and the revised policy will be effective immediately upon posting. We encourage you to review this policy periodically to stay informed about any changes.

9. Contact Us

If you have any questions or concerns regarding our Refund Policy, please contact us at:

IndividualUK
Email: info@individualstore.co.uk