Returns & Refunds Policy

This policy

We understand there may be circumstances where you may need to return an item to us. Our returns policy is set out below. We will always process returns in accordance with this policy.

If you have any questions about making a return, or about the contents of this policy, you can contact us via e-mail on: info@unapologeticxhsm.co.uk

You can also contact us on the above e-mail address if you are not happy with the way we deal with your return and wish to raise a complaint. Please refer to our ‘Terms and Conditions’ for more information.

Overseas delivery address

Please note we do note currently deliver to oversea address’. In the event that we receive an order with an overseas delivery address, we will cancel the order and refund the original payment method.

If you change your mind

This section sets out our policy in respect of ‘change of mind’ returns. Please refer to the section below for information on faulty products.

Before Dispatch

If you change your mind after you place an online order, please contact us as soon as possible so we are able to cancel your order before shipping your product. Once this has been done and we have acknowledged your cancellation request, we will provide you with a full refund.

We are unable to provide a refund once your item has been shipped as all orders that have been processed and shipped are final.

If payment has not yet been taken and your order has not been shipped, we will cancel your order up receipt of your request and we will not retrieve payment for your cancelled order. If payment has already been processed, a refund will be sent to your original payment method.

After dispatch

We are unable to provide a refund once your item has been shipped as all orders that have been processed and shipped are final.

Returning Faulty Items

We really hope that you will not need to return a faulty item to us. If you do need to do so, you should follow the instructions in this section.

Things that make your product faulty:

The product is broken during the delivery process (in transit)
The products seal/tag arrives broken
The products packaging arrives with tears or is completely ripped.
The colour of the product has changed
The unlikely event that the product has gone rancid

If you are returning a faulty item we ask that you contact us within 7 calander days of receipt of your product. In this instance you can request a full refund from us or you can request a replacement. If you are still not happy after receiving a replacement, you may be entitled your money back in accordance with your consumer rights.

If you are unhappy with your replacement, You must cover the postage and shipping costs of your return. Shipping instructions and a shipping label will be provided to you. The cost of the shipping will be deducted from your total refund account. In the event that your replacement arrives faulty, you will be entitled to a full refund.

How to return a faulty product

Take a picture or video of the faulty product. Ensure that the product is still in the same condition that it was in upon receipt.
Notify us within 7 calander days of you receiving your product that you wish to return it.
Once you have notified us of your desire to return, you will receive acknowledgment and instructions confirming how to return your item to us. Returns can be returned to us via your local post office however it is up to you which courier service you choose to use.
Shipping instructions and a shipping label will be provided to you.
You must ensure that your item is returned to us within 14 calander days of us acknowledging your faulty-product return request.

Once we receive your returned item, we will conduct a quality check and we will notify you of the outcome. If you are entitled to a refund, this will be sent to you original payment method within 7 calander days following the outcome of the quality check.

If you are entitled to a replacement, we will usually arrange this within 7 calander days following the outcome of the quality check.

Changes

This policy may be amended from time to time in order to maintain compliance with the law and to reflect any changes to the way we operate our Site, returns and refunds. We will notify users by email of changes to this returns and refunds policy or post a notice on our Site.

If you require any further information or are unsure about anything within our Returns policy, please contact us by e-mail: Info@unapologeticxhsm.co.uk

Effective date: 01/05/2024

Review By: 01/05/2025