PoshFrocks Returns and Cancellations Policy

1. Immediate Cancellation of Orders

Where we have your item(s) in stock, orders are normally sent out one working day after they are placed. Where your item is not in stock, we will normally place your order with the manufacturer or wholesaler within one working day. If you wish to cancel your order before it is sent out or ordered on your behalf, then we will cancel your order and fully refund your payment to the card from which it was taken.
Note that our cut-off point for Cancellation of Orders is 12:00pm on the next working day following the day on which you placed your order. Note that ‘working days’ are defined as Monday through to Friday, but not Saturdays or Sundays; so the next working day after Friday is Monday, unless the Monday is a public holiday in the UK, in which case the next working day after the Friday will be the Tuesday.
You cannot cancel an order after it has been sent out to you or ordered from a manufacturer or wholesaler on your behalf, but under the UK’s Distance Selling Regulations you will be able to return the goods that you have purchased as ‘Unwanted Goods’ within a cooling-off period of 14 days.

2. Return of Unwanted Goods

Under the UK’s Distance Selling Regulations, you have the right to return any unwanted goods, provided that you inform the seller within 14 days of receipt of the goods. We comply with this law under this Return of Unwanted Goods section of our Returns Policy
All our clothing is shipped in sealed clear cellophane bags with a small hole cut in the front and back of the wrapping. This allows you to inspect the quality of manufacture of the item, the colour of the item and the material from which it is manufactured, without the need to remove the item from its wrapping. Once you have removed the item from its wrapping it can no longer be returned as ‘Unwanted Goods’. However, you may still be able to return the item as ‘Wrong Size’.
If you wish to return Unwanted Goods that you have purchased you must inform us within 14 days of receiving your order. If the goods you wish to return meet the criteria for Condition of Returned Unwanted Goods’ (see below), we will issue a Returns Form that includes our own Returns Authorisation Number. Please complete the Returns Form and place it inside the parcel that you are returning. From the point at which you receive the Returns Form and Authorisation Number, you will have 14 days in which to return the goods to us.
Note that you are responsible for the cost and safe transit of the goods until they are received by us. We therefore recommend that you return goods using a secure carrier service and that the goods are insured for their full value whilst in transit. A secure service is one which provides proof of sending, a tracking service and proof of delivery, i.e. you get a receipt from the carrier, the parcel is trackable whilst in transit and a signature is required from us upon our receipt of the goods.

Note also that we will only accept the return of items of clothing as ‘Unwanted Goods’ under the following Conditions:-

  1. That the item is still within its clear cellophane wrapping.
  2. That the seal on the wrapping is unbroken.
  3. That the item has not been removed from its wrapping.
  4. That there is no damage to the item within the wrapping.
  5. That the original tags are still on the item within the wrapping.
  6. That there is no evidence that the item has been used for wearing or tried on for size.
  7. That the item is returned with, and within, its original internal packaging.
  8. That the item is returned with, and within, its original external packaging.
  9. That the returning parcel includes a properly completed Returns Authorisation Form which details the reason for the return, our Returns Authorisation Number and your original Invoice Number and/or Order Number.
  10. That you have informed us of your intention to return goods as ‘Unwanted Goods’ within 14 days of your receipt of the goods.
  11. That the goods have been returned to us within 14 days of our issue of your Returns Authorisation Form.

Where goods are returned as ‘Unwanted Goods’ and all of the above criteria are met, we will issue a full refund of the original payment to the card which was originally used for the purchase. Please note that such a refund may take up to four working days to appear at the originating bank or credit card account.

3. Return of Wrong Sized Items

If you wish to return ‘Wrong Size’ items that you have purchased whilst NOT on an ‘On Sale’ basis, you must inform us within 14 days of receiving your order. If the goods you wish to return meet the criteria for Return of Wrong Size Items (see below), we will issue a Returns Authorisation Form that includes our own Returns Authorisation Number. Please complete the Returns Authorisation Form and place it inside the parcel that you are returning. From the point at which you receive the Returns Authorisation Form, you will have 14 days in which to return the goods to us.
Note that you are responsible for the cost and safe transit of the goods until they are received by us. We therefore recommend that you return goods using a secure carrier service and that the goods are insured for their full value whilst in transit. A secure service is one which provides proof of sending, a tracking service and proof of delivery, i.e. you get a receipt from the carrier, the parcel is trackable whilst in transit and a signature is required from us upon our receipt of the goods.

Note also that we will only accept the return of ‘Wrong Size’ items under the following Conditions:-

  1. That the item was not purchased whilst on an ‘On Sale’ basis.
  2. That there are no signs of wear apparent on the item.
  3. That there is no sign of damage to the item.
  4. That there are no stains or marks on the item.
  5. That there is no odour emanating from the item.
  6. That the original tags have not been removed.
  7. That the item is returned with, and within, its original internal packaging.
  8. That the item is returned with, and within, its original external packaging.
  9. That you agree to the deduction of a reasonable ‘handling charge’ of £20.00 to cover the cost of our physical inspection, re-sealing and re-packaging.
  10. That the returning parcel includes a properly completed Returns Authorisation Form which details the reason for the return, our Returns Authorisation Number and your original Invoice Number and/or Order Number.
  11. That you have informed us of your intention to return goods as ‘Wrong Size’ within 14 days of your receipt of the goods.
  12. That the goods have been returned to us within 14 days of our issue of your Returns Authorisation Form.

Where goods are returned as ‘Wrong Size’ and all of the above criteria are met, we will send a replacement item of an identical type but in a larger or smaller size in accordance with your instruction.

4. Return of Wrong Sized Items purchased whilst ‘On Sale’

Most of the items that we sell on an ‘On Sale’ basis are one offs; that is, odd sizes and/or colours that are no longer available for us to stock, and only available in one particular size or colour. In most cases the particular item will not be available in any other size apart from from the size which was purchased and therefore we will not be able to offer an alternative size. If the item has been removed from its sealed clear cellophane bag, then it cannot be returned as ‘Unwanted Goods’ and because it was purchased on an ‘On Sale’ basis we are not obligated to agree to the return of the item under our normal ‘Wrong Size’ returns process.
However, at our discretion, we may agree to the return of an ‘On Sale’ item under our ‘Wrong Size’ returns process provided that all of conditions for Return of Wrong Size items are met. Where we approve such a return, you will be issued with a ’Non Sale Credit Note’ to the value of your original purchase minus our ‘Wrong Size Return’ handling charge of £20.00. Note that the credit note that is issued will only be redeemable against items that are purchased at their ‘Standard’ price and not against items purchased at any current or future ‘Sale Price’.

5. Return of Goods Under Warranty

Unless otherwise stated, all of our items of clothing have a one year warranty against defective materials and faults of manufacture. Warranty applies to goods whether purchased ’On Sale’ or not.
If you wish to return goods that have become faulty or sub-standard through normal wear and cleaning during the Warranty Period, we will ask you to send us images by email that show the exact fault you are reporting. If we agree that the fault is likely due to defective materials or a fault of manufacture we will issue a Returns Authorisation Form that includes our own Returns Authorisation Number. Please complete the Returns Authorisation Form and place it inside the parcel that you are returning. From the point at which you receive the Returns Authorisation Form, you will have 14 days in which to return the goods to us.
Note that you are responsible for the cost and safe transit of the goods until they are received by us. We therefore recommend that you return goods using a secure carrier service and that the goods are insured for their full value whilst in transit. A secure service is one which provides proof of sending, a tracking service and proof of delivery, i.e. you get a receipt from the carrier, the parcel is trackable whilst in transit and a signature is required from us upon our receipt of the goods.
Upon receiving the goods we will inspect them, and if there is evidence of defective materials or faults of manufacture, we will fully refund your carriage costs on condition that you can provide us with copies of your carriage costs receipts.
Under consumer rights legislation, clothing is deemed to be goods that will suffer deterioration due to normal wear and cleaning and are not designed or manufactured to last far beyond the warranty period. For this reason you will only be entitled to a full refund if there is evidence of defective materials or faults of manufacture upon receipt of the goods, or if evidence of such develops, within the first 30 days of receipt of the goods.
After 30 days of receipt of the goods, the level of refund that is paid will be proportional to the number of months of ‘good usage’ that has been lost within the warranty period. So for example: if a fault has developed after six months, the level of refund will be 50% of the original cost; i.e. six months of ‘good usage’ has been lost. If a fault has developed after nine months, then only three months of ‘good usage’ has been lost and therefore the level of refund will be 25% of the original cost.
At our discretion, we may offer a Credit Note of greater value than the cash refund value as a token of goodwill.

Note also that we will only accept the return of items ‘Under Warranty’ under the following Conditions:-

  1. That you have notified us of the defect or fault within the warranty period of the item.
  2. That there are no signs of wear due to excessive wearing and/or cleaning; the clothing that we sell is designed for occasional use, not everyday use.
  3. That there is no damage to the item as a result of misuse; this applies generally, but often particularly to zips and fasteners.
  4. That there is no damage to the item as a result of cleaning that has been carried out not in strict accordance with the manufacturer’s instructions.
  5. That there is no damage to the item as a result of consistent over-straining of material and sewn seems; for example, where there is evidence that the item has been worn by a person of a larger size than the size of the item allows.
  6. That there is no sign of accidental or deliberate damage to the item.
  7. That there is genuine evidence of defect in the material or defective fasteners or fault in the manufacturing process.
  8. That the returning parcel includes a properly completed Returns Authorisation Form which states the nature and circumstances of any defect or fault, our Returns Authorisation Number and your original Invoice Number.

Any refunds issued for items returned ‘Under Warranty’ that comply with the conditions stated above will be applied to the card from which the original payment was received. Where the original card is no longer available the customer will require to provide bank details to enable us to pay the refund. Note that it may take up to four workings days for the payment to appear in the originating bank or credit card account.

6. Return of Items Ordered Incorrectly or By Mistake

It is the customer’s responsibility to check that items received are as expected, and if not, to notify us within 14 days of receipt. All our clothing is shipped in sealed clear cellophane bags with a small hole cut in the front and back of the inner wrapping. This allows you to inspect the item without the need to remove the item from its inner wrapping.
We are not obliged to accept the return of goods that you have ordered incorrectly or by mistake. However you can still take advantage of the UK’s Distance Selling Regulations with respect to Unwanted Goods provided that you notify us within 14 days. If you wish to return Items Ordered Incorrectly within 14 days of receipt, you can request a return under ‘Unwanted Goods’. Please refer to Section 2 of this Returns and Cancellations Policy.
If the period between receiving Items Ordered Incorrectly and notifying us extends beyond 14 days, or if the item has been removed from its inner wrapping, then the item cannot be returned as Unwanted Goods. However, at our discretion, we may accept the return of an incorrectly ordered item up to 30 days after receipt in exchange for the ‘correct’ or ‘desired’ item. This applies only where we have the desired item either in stock, or available to us from our suppliers. In such cases we will apply an additional charge (or refund) that reflects the difference in price between the wrongly ordered item and the desired item.
Where the desired item is in available, we will apply an additional shipping charge for delivery of the desired item and a handling charge of £20.00 to cover the cost of our physical inspection, re-sealing and re-packaging. Where the desired item is not in stock, but available from one of our suppliers, we will source the desired item for you, but you will additionally be liable for the shipping cost that we will need to pay to obtain the item.
If we do not have the desired goods in stock or available to us from our suppliers, we may, at our discretion offer a refund. We may offer a full refund, minus a handling charge of £20.00 to cover the cost of our physical inspection, provided that the item being returned is unopened and unused. Where we agree to accept the return of an incorrectly ordered item that has been opened or tried on for size, we may offer only a partial refund minus a handling charge of £20.00
If we agree to accept the return of Items Ordered Incorrectly beyond 14 days from receipt, we will issue a Returns Authorisation Form that includes our own Returns Authorisation Number. Please complete the Returns Authorisation Form and place it inside the parcel that you are returning. From the point at which you receive the Returns Authorisation Form, you will have 14 days in which to return the goods to us.
Note that you are responsible for the cost and safe transit of the goods until they are received by us. We therefore recommend that you return goods using a secure carrier service and that the goods are insured for their full value whilst in transit. A secure service is one which provides proof of sending, a tracking service and proof of delivery, i.e. you get a receipt from the carrier, the parcel is trackable whilst in transit and a signature is required from us upon our receipt of the goods. Note also that in the event of returning goods being lost or damaged, it is your responsibility to effect an insurance claim.


Note also that we will only accept the return of items of clothing as ‘Items Incorrectly Ordered’ under the following Conditions:-

  1. That the item is still within its clear cellophane inner wrapping.
  2. That the seal on the inner wrapping is unbroken.
  3. That the item has not been removed from its inner wrapping.
  4. That there is no damage to the item within the inner wrapping.
  5. That the original tags are still on the item within the inner wrapping.
  6. That there is no evidence that the item has been used for wearing or tried on for size.
  7. That the item is returned with, and within, its original inner wrapping.
  8. That the item is returned with, and within, its original external packaging.

Terms 1 to 8 are applied where a full refund is sought.

 9.That there are no signs of wear apparent on the item.
 10.That there is no sign of damage to the item.
 11.That there are no stains or marks on the item.
 12.That there is no odour emanating from the item.
 13.That the original tags have not been removed.
 14.That the item is returned with, and within, its original inner wrapping.
 15.That the item is returned with, and within, its original external packaging.

Terms 9 to 15 are applied where a partial refund is sought

 16. That you agree to the deduction of a reasonable ‘handling charge’ of £20.00 to cover the cost of our physical inspection, re-sealing and re-packaging.
 17. That the returning parcel includes a properly completed Returns Authorisation Form which details the reason for the return, our Returns Authorisation Number and your original Invoice Number and/or Order Number.
 18. That you have informed us of your intention to return goods as ‘Items Incorrectly Ordered’ within 30 days of your receipt of the goods.
 19. That the goods have been returned to us within 14 days of our issue of your Returns Authorisation Form.

Where goods are returned as ‘Items Incorrectly Ordered’ and all of the above criteria are met, we will issue any refund due via the card which was originally used for the purchase. Please note that such a refund may take up to four working days to appear at the originating bank or credit card account. Any additional payment due to us from the customer will require a new card transaction.

7. Return of Items Despatched Incorrectly

All our clothing is shipped in sealed clear cellophane bags with a small hole cut in the front and back. This allows you to inspect the item without the need to remove the item from its inner wrapping. If you notify us that we have despatched an incorrect item within 45 days of you receiving it and the item is still in its inner wrapping, then you are entitled to either return the incorrect item in exchange for the correct item, or to return the incorrect item for a full refund. In either case we will also refund the cost that you bear in returning the item.
We cannot accept the return of Items Despatched Incorrectly, where we have not been informed of our error within 45 days of you receiving the goods. Up until 45 days from your receipt of an incorrectly despatched item it is deemed to be “not as described”. Beyond 45 days the item is deemed to be “accepted” as an appropriate replacement, even although it was originally “not as described”.
We may, at our discretion, accept the return of goods that have been removed from their inner wrapping and tried on for size; for example, where there is no way to identify a specific size or style without opening the inner wrapping.
If we agree to accept the return of Items Despatched Incorrectly, we will issue a Returns Authorisation Form that includes our own Returns Authorisation Number. Please complete the Returns Authorisation Form and place it inside the parcel that you are returning. From the point at which you receive the Returns Authorisation Form, you will have 14 days in which to return the goods to us.
Note that although we will refund your shipping and shipping insurance costs, you are responsible for the safe transit of the goods until they are received by us. We therefore insist that you return goods using a secure carrier service and that the goods are insured for their full value whilst in transit. A secure service is one which provides proof of sending, a tracking service and proof of delivery, i.e. you get a receipt from the carrier, the parcel is trackable whilst in transit and a signature is required from us upon our receipt of the goods. Note also that in the event of returning goods being lost or damaged, we will require you (the sender) to effect an insurance claim.

Note also that we will only accept the return of goods as ‘Items Incorrectly Despatched’ under the following Conditions:-

  1. That the item is still within its clear cellophane inner wrapping.
  2. That the seal on the inner wrapping is unbroken.
  3. That the item has not been removed from its inner wrapping.
  4. That there is no damage to the item within the inner wrapping.
  5. That the original tags are still on the item within the inner wrapping.
  6. That there is no evidence that the item has been used for wearing or tried on for size.
  7. That the item is returned with, and within, its original inner wrapping.
  8. That the item is returned with, and within, its original external packaging.

Terms 1 to 8 are applied where our error is apparent without open the inner wrapping; for example, you ordered blue and we sent red; or, you ordered a dress and we sent a coat.

 9. That there are no signs of wear apparent on the item.
 10. That there is no sign of damage to the item.
 11. That there are no stains or marks on the item.
 12. That there is no odour emanating from the item.
 13. That the original tags have not been removed.
 14. That the item is returned with, and within, its original inner wrapping.
 15. That the item is returned with, and within, its original external packaging.

Terms 9 to 15 are applied where our error is not apparent without opening the inner wrapping; for example, minor differences in style, wrong size – where size is not visible.

 16. That you provide us with copies of all receipts provided for shipping and insurance costs.
 17. That the returning parcel includes a properly completed Returns Authorisation Form which details the reason for the return, our Returns Authorisation Number and your original Invoice Number and/or Order Number.
 18. That you have informed us of your intention to return goods as ‘Items Incorrectly Despatched’ within 45 days of your receipt of the goods.
 19. That the goods have been returned to us within 14 days of our issue of your Returns Authorisation Form.

Where goods are returned as ‘Items Incorrectly Despatched’ and all of the above criteria are met, we will attempt to issue a refund due via the card which was originally used for the purchase. Please note that such a refund may take up to four working days to appear at the originating bank or credit card account. Very often we are unable to effect a refund via a card where the refund amount is greater than original payment amount. Where a refund cannot be applied to the original card for this or any other reason, we will require your bank details to effect a bank transfer. 

8. Statement of Legal Compliance

Our Returns and Cancellations Policy is fully compliant with the UK Consumer Rights Act (2015) and Distance Selling Regulations (2014) as applied within England and Wales, Scotland and Northern Ireland.

©2019 PoshFrocks (poshfrocks.net)

Close Menu
×

Basket