At The Ref Stop Ltd, we want you to be happy with your purchase.
If you change your mind, need a different size, or there is a problem with your order, we will deal with your return fairly and in accordance with UK consumer law.
For online purchases, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.
Once you have notified us that you wish to cancel, you have a further 14 days to return the goods to us.
Returned items should be in a condition that allows them to be inspected and assessed. You may handle and try on items in the same way you reasonably would in a shop.
We may make a reasonable deduction from your refund if the value of an item has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning.
For change-of-mind returns, the cost of returning the item to us is the customer’s responsibility, unless otherwise stated.
This section does not apply to goods which are legally excluded from the statutory cancellation right, as outlined below.
Personalised, customised or made-to-order items are not eligible for return where the customer has simply changed their mind.
This does not affect your statutory rights where an item is faulty, damaged, incorrectly supplied, not as described or otherwise does not conform to the contract.
For change-of-mind returns, items must be returned in a condition that allows us to assess them appropriately.
You may inspect and try on items as you reasonably would in a shop. However, we reserve the right to make a reasonable deduction from any refund where an item has been handled beyond what is reasonably necessary or where its value has been reduced by the customer’s use or damage.
This does not affect your statutory rights in relation to faulty, damaged, incorrectly supplied or misdescribed goods.
All returned items will be inspected upon receipt by The Ref Stop Ltd. We aim to complete this inspection within 5 working days.
Gift Cards are non-refundable once purchased, except where required by law.
D.I.Y. badges are intended to be applied by the customer and are applied entirely at the customer’s own risk.
Customers are responsible for taking reasonable care when applying a D.I.Y. badge and for following any application instructions provided.
The Ref Stop Ltd cannot accept responsibility for damage to a garment caused by the customer’s application of a D.I.Y. badge.
Once a D.I.Y. badge has been applied to a garment, we cannot accept its return due to a change of mind or incorrect application.
This does not affect your statutory rights where the badge itself is faulty or otherwise does not conform to the contract.
Please inspect your order as soon as reasonably possible after delivery and contact us if you believe an item has arrived damaged, faulty, is not as described, or is otherwise not of satisfactory quality.
If there is a problem with your order, please email info@therefstop.co.uk with your order number, details of the issue and, where appropriate, photographs showing the damage or fault.
We will assess the issue and advise you of the appropriate next steps.
Depending on the circumstances and when the problem is identified, you may be entitled to a refund, repair or replacement under the Consumer Rights Act 2015.
Where an item is confirmed to be faulty, damaged, incorrectly supplied, not as described or otherwise does not conform to your statutory rights, The Ref Stop Ltd will cover the reasonable cost of returning the item.
We aim to assess reported issues within 10 working days, although this timeframe does not limit or affect any statutory rights you may have.
For change-of-mind returns, including items that are no longer required or where the incorrect size has been ordered, the cost of returning the item to The Ref Stop Ltd is the customer’s responsibility.
We strongly recommend using a tracked delivery service and keeping your proof of postage until your return has been received and processed.
The Ref Stop Ltd cannot be held responsible for items that are lost or damaged while being returned to us where the customer is responsible for the return postage.
Where an item is returned because it is faulty, damaged, incorrectly supplied, not as described or otherwise does not conform to your statutory rights, The Ref Stop Ltd will cover the reasonable cost of returning the item.
Once we receive your returned item, The Ref Stop Ltd will inspect it to ensure it meets the applicable return conditions. We aim to complete this inspection within 5 working days of receiving the item.
Where a refund is due, it will be issued to the original payment method used for the purchase, unless otherwise agreed with you.
For statutory cancellations of online orders, refunds will be processed in accordance with applicable UK consumer law and within the required legal timeframe.
Where applicable, this includes the refund of the cost of standard delivery. If you selected a more expensive delivery service, we are only required to refund the cost of the cheapest standard delivery option available.
Please note that the time taken for the refund to appear in your account may vary depending on your bank or payment provider.
Where an exchange or replacement has been agreed, the replacement item will normally be dispatched once we have received and assessed the original item.
If you require a different size, colour or item, please contact us and we will do our best to arrange an exchange, subject to availability.
Where an exchange is requested simply because you have changed your mind or require a different size, our exchange service is a goodwill service and does not affect your statutory cancellation rights.
If the requested replacement is unavailable, we will arrange an appropriate alternative or refund where applicable.
Where an exchange or replacement is required because an item is faulty, damaged, incorrectly supplied or otherwise does not conform to your statutory rights, we will deal with the matter in accordance with your legal rights.
To make Christmas shopping easier, we offer an extended returns period on eligible purchases made between 1 December and 31 December.
Eligible items purchased during this period may be returned for a change of mind, subject to our returns conditions, up to and including 31 January of the following year.
This extended Christmas returns period is a goodwill service provided by The Ref Stop Ltd and is in addition to, and does not limit, your statutory consumer rights.
Personalised, customised or otherwise excluded items remain subject to the exclusions set out in this policy.
Please refer to the size guide provided on each product page before placing your order.
We stock clothing from a number of different brands, and sizing can vary between brands and individual products. We therefore recommend checking the relevant size guide carefully before ordering.
If you are unsure about sizing, we offer a try-before-you-buy service at our in-person store, where full changing facilities are available. Our team will be happy to assist you in finding the most suitable size.
Choosing the incorrect size does not mean that an item is faulty. Change-of-mind returns and exchanges are subject to this Returns & Exchanges Policy.
To request a return or exchange, please contact us at info@therefstop.co.uk, quoting your order number and confirming which item(s) you wish to return.
We will respond with the appropriate return instructions and confirm whether the return is being processed as a change-of-mind return, exchange, or a fault/damage claim.
Please contact us before sending your item back so that we can provide the correct return instructions and ensure your return is processed efficiently.
For statutory cancellations, contacting us is sufficient to notify us of your decision to cancel. You do not need to wait for our approval before exercising a statutory cancellation right.
The Ref Stop Ltd
Unit 6, Strawberry Meadows Business Park
Berry Way
Chorley
Lancashire
PR7 6FL
Please ensure you obtain proof of postage and, where appropriate, use a tracked delivery service when returning an item.
If your order has not arrived within the expected delivery timeframe, please contact us at info@therefstop.co.uk with your order number.
We will investigate the delivery with the relevant courier and work with you to resolve the issue.
If tracking shows that an order has been delivered but you have not received it, please contact us as soon as possible so that we can investigate with the courier.
Where a delivery is delayed or lost, your statutory rights remain unaffected. Responsibility for ensuring goods are delivered to you remains with The Ref Stop Ltd until the goods come into your physical possession, unless you have independently arranged a carrier that was not offered by us.
Sale, discounted and promotional items have the same statutory consumer rights as full-price items.
A reduction in price does not remove your legal rights where an item is faulty, damaged, not as described or otherwise does not conform to the contract.
If an item was specifically reduced because of a particular fault or defect and this was clearly brought to your attention before purchase, you cannot subsequently claim that same defect as a fault.
Change-of-mind returns for sale items are subject to the same applicable return conditions set out in this policy.
Nothing in this Returns & Exchanges Policy affects or limits your statutory rights under UK consumer law.
Goods supplied to consumers must be as described, of satisfactory quality and fit for purpose.
Where goods do not meet these requirements, you may have legal rights to a refund, repair, replacement or price reduction, depending on the circumstances and the time since purchase.
For online purchases, you may also have a statutory right to cancel your order within 14 days of receiving the goods, subject to applicable legal exceptions.
Where there is any conflict between this policy and your statutory rights, your statutory rights will take precedence.
For further information about your consumer rights, please refer to the relevant UK government guidance or seek independent legal advice.
The Ref Stop Ltd
Nothing in this policy is intended to exclude, restrict or limit any consumer rights that cannot legally be excluded or limited.
