This information can also be found in our Terms of Sale
1. Cancellations, Exchanges and Return of Goods
Where applicable, you may cancel your order in accordance with your rights under the Online and Distance Selling Regulations.
You have the right to cancel the contract for the purchase of goods within 14 calendar days of delivery of the goods to you. This right of cancellation does not apply to the following Goods;
- Digital items such as eDocuments
- Items that have been worn
- Items that have been washed and/or otherwise used
- If an item was marked in a 'Sale', this item is non-returnable
- Personal Protective Equipment can't be returned for hygiene reasons
To cancel your order you can email us with your order details, or telephone us (see our contact us page) within 14 calendar days of delivery of your goods, quoting your order number and/or any other information we may need to identify your order. We will issue you with a returns number. You must take reasonable care of the items whilst they are in Your possession and You must not use them. Once You have been issued with a returns number, You have a maximum of 14 calendar days to return the Goods to us in their original packaging, quoting the returns number. We advise that You return any goods using registered post in order to ensure their safe return.
We will only refund the purchase price (if we have received payment of the price) when we have received the goods back from you in an unused, unworn, undamaged and re-sellable state. If the goods are not returned in a re-sellable condition, We may (at Our discretion) refund only part of the purchase price of the returned goods. If We decide that we cannot refund your money due to the condition of the goods when returned, we will give You the option of keeping the Goods but you must pay for these Goods to be returned to you. You will not obtain a refund of any delivery charges you incur.
Depending on payment method, the refund could take up to 10 business days to be credited back to original payment method.
Sometimes we will charge special prices for goods if they are bought in conjunction with another item. If You decide to return one of these items to Us, we will charge You full price for any item You choose to keep.
Exchanges can only be made for a different size of the same item(s), or of equal value to the item(s) being returned. For anything else, You will need to return the item(s) for a full refund and You will need to place a new order.
We will allow one free exchange per order, further exchanges will be subject to additional delivery charges.
All requests must use our online returns form below.
2. Items Purchased at Events
All items purchased at RLSS UK events are ‘Sold As Seen’ and are exempt from Our standard return Terms of Sale.
Items purchased at RLSS UK events can be returned for an exchange or a refund if the item(s) are faulty.
Refund requests for faulty items must be made within one calendar month from the original purchase date. After this date, We can only provide a replacement.
RLSS UK will not accept returns for item(s) purchased at RLSS UK events for the following reasons:
- The item(s) were damaged by wear and tear
- The item(s) were damaged by accident or misuse
- You were made aware of the fault before You bought the item(s)
All requests must use our online returns form, which can be found here.