RETURNS & REFUNDS
I really hope you love your RockThoseCurves™ purchase. However, I understand that occasionally something may not be quite right for you.
14-DAY CANCELLATION PERIOD
If you change your mind about an online purchase, you must let me know that you wish to cancel and return your item(s) within 14 days of receiving your order.
You can notify me by email. Please include your name and order number so I can identify your order.
Once you have notified me within the 14-day cancellation period, you then have a further 14 days to send the item(s) back to me.
If you do not notify me that you wish to cancel within the initial 14-day period, your statutory change-of-mind cancellation period will normally have expired.
This does not affect your statutory rights where an item is faulty, damaged, not as described or where you otherwise have a legal right to a remedy.
RETURNING YOUR ITEMS
Unless the item is faulty or I have agreed otherwise, you are responsible for the cost of returning your item(s).
I strongly recommend that you obtain and keep proof of postage until your return has been completed.
Please include a note inside your parcel containing:
- Your full name
- Your order number
- Your email address
This helps me identify and process your return as quickly as possible.
CONDITION OF RETURNED ITEMS
You are entitled to examine and try on an item in the same way you reasonably would if you were viewing it in a shop.
Returned items should be looked after while they are in your possession.
Please do not wear items beyond what is reasonably necessary to try them on, wash or launder them, alter them, or return them with marks, stains, makeup, fake tan, deodorant, excessive hair/pet hair, strong odours or other signs of use.
Where handling or use beyond what is reasonably necessary has reduced the value of an item, I may make an appropriate deduction from the refund to reflect that reduction in value, where permitted by law.
Please return items with their tags and packaging wherever reasonably possible.
For footwear, please do not write on, tape or attach labels directly to the shoe box. The shoe box should be protected by suitable outer packaging when returned.
PERSONALISED & CUSTOM-MADE ITEMS
The normal change-of-mind cancellation right does not apply to goods that have been made to your individual specifications or are clearly personalised for you.
This may include items individually produced with a customer's requested name, wording, date, image, design or other personal customisation or specification.
Please choose personalised details carefully, as genuinely personalised or made-to-specification items cannot normally be cancelled or returned simply because you have changed your mind.
An item is not treated as personalised simply because I personally print or produce it after your order is placed. A standard RockThoseCurves™ design that is available for customers generally remains subject to the normal returns policy.
This exclusion does not affect your statutory rights if a personalised or custom-made item is faulty, damaged, not as described or has not been produced in accordance with the specification agreed with you.
UNDERWEAR & HYGIENE-SENSITIVE ITEMS
Underwear is supplied in sealed packaging for health and hygiene reasons.
Please check the item, size and other details carefully before opening the sealed packaging.
If the original sealed packaging remains intact, your normal cancellation and returns rights will apply.
However, once the sealed packaging or hygiene seal has been opened, broken or removed after delivery, the item cannot be returned simply because you have changed your mind.
This hygiene exclusion does not affect your statutory rights where an item is faulty, damaged, misdescribed or otherwise does not conform to the contract.
REFUNDS
Once your returned item(s) have been received, they will be checked and processed.
I aim to complete all refunds as quickly as possible and within the applicable timescales set out in these T&Cs.
For eligible change-of-mind cancellations, refunds will be completed within the applicable statutory timeframe, which is generally no later than 14 days from receiving the returned goods or, if earlier, receiving evidence that the goods have been sent back.
Refunds will normally be made back to the original payment method used for the purchase.
Once I have processed your refund, your bank or payment provider may take additional time to show the funds in your account. This part of the process is outside my control.
If several items have been returned, you may see individual refund transactions as each returned item is processed separately.
Where applicable, the cost of the standard delivery option will also be refunded. If you chose a more expensive delivery service, any additional amount paid above the standard delivery cost is not refundable unless otherwise required.
Return postage costs for change-of-mind returns are your responsibility and are not refundable unless I have agreed otherwise or I am required to cover them.
RETURNS OUTSIDE THE 14-DAY CANCELLATION PERIOD
If you have not notified me of your intention to cancel within 14 days of receiving your order, I am not obliged to accept a return simply because you have changed your mind.
However, I appreciate that circumstances sometimes arise and I may, at my discretion, agree to accept an eligible late return for an exchange or credit towards another RockThoseCurves™ purchase.
Any such arrangement is offered as a goodwill gesture and will be considered individually.
Where I agree to accept a late return as a goodwill gesture, the item(s) must be sent back to me within 14 days of the date I agree to accept the return, unless I have expressly agreed otherwise with you.
Please obtain and retain proof of postage.
If the item(s) are not sent back within this additional 14-day period, I reserve the right to withdraw the goodwill offer and may be unable to accept the return or provide the agreed credit or exchange.
If I agree to accept a late return for credit, you can browse the RockThoseCurves™ website and email me with the item, colour and size you would like instead. I will then arrange a new invoice incorporating the agreed credit.
This goodwill provision does not affect any statutory rights you may have in relation to faulty, damaged or misdescribed goods.
FAULTY, DAMAGED OR MISDESCRIBED ITEMS
I try my best to quality-check items before they leave me. However, if you believe you have received an item that is faulty, damaged or not as described, please contact me as soon as possible with your order details and information about the problem.
Please contact me before returning a faulty, damaged or incorrect item so that I can advise you on the appropriate return arrangements.
Your rights in relation to faulty, damaged or misdescribed goods are separate from the 14-day change-of-mind cancellation period above.
Nothing in this returns policy is intended to limit or exclude your statutory consumer rights.
EXCHANGES
I'm very happy to arrange an exchange where possible and subject to the replacement item being available.
Please email me with your order details and the item, colour and size you would like so that I can help arrange this for you.
For a standard change-of-mind exchange, you are responsible for the cost of returning the original item to me and the additional postage cost of sending the replacement item to you.
Once your return has been received and checked, I will let you know how to arrange payment of any additional postage required before your replacement is dispatched.
If an exchange is required because an item is faulty, damaged, misdescribed or because I have sent you the wrong item, please contact me first so that I can advise you of the appropriate return and replacement arrangements.
RETURNS ADDRESS
Please send authorised returns to:
RockThoseCurves™
39 Dovedale Road
Bolton
BL2 5HT
