Refund Policy

Refund Policy

At Sarcenet Store, we want you to shop with confidence.

If you are not completely satisfied with your purchase, or if there is a problem with your order, please review our Refund Policy below.

Nothing in this policy affects your statutory rights under UK consumer law.

14-Day Right to Cancel

For most products purchased online, you have the right to cancel your order within 14 days of receiving your goods, without having to provide a reason.

To exercise your right to cancel, you must contact Sarcenet Store within this 14-day period and clearly inform us that you wish to return your order.

Once you have notified us, you will normally have a further 14 days to return the goods.

Certain products may be excluded from the statutory right to cancel where permitted by law.

Return Conditions

Where reasonably possible, returned products should be:

  • In their original condition;

  • Unworn, unused and unwashed, except as reasonably necessary to inspect them;

  • Returned with original labels and tags attached;

  • Returned with any accessories supplied with the product;

  • Securely packaged for return.

You may inspect an item in the same way that you would reasonably inspect it in a physical shop.

If a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, we may be entitled to reduce the refund to reflect any resulting loss in value, where permitted by law.

How to Request a Refund

Before returning an item, please contact our customer service team through the contact details available on our website.

Please provide:

  • Your full name;

  • Order number;

  • The product you wish to return;

  • The reason for the return, where applicable;

  • Photographs or videos if the product is damaged, faulty or incorrect.

Our team will provide the appropriate return instructions.

Please do not send products to an address shown on the original parcel without first contacting us, as some orders are dispatched through international fulfilment partners and the return address may be different.

Refund Processing

Once your returned product has been received, we will inspect it where necessary and process your refund in accordance with applicable UK consumer law.

For eligible cancellations, refunds will normally be issued within 14 days of receiving the returned goods, or within the applicable legal timeframe where satisfactory evidence of return has been provided.

Refunds will normally be issued using the same payment method used for the original purchase, unless otherwise agreed.

After Sarcenet Store has processed the refund, your bank, card issuer or payment provider may require additional time to display the funds in your account.

These external processing times are outside our direct control.

Original Delivery Charges

For eligible cancellations covered by the statutory right to cancel, we will refund the cost of the standard delivery option offered for your order.

If you selected a more expensive or premium delivery service, such as express delivery, we are not required to refund the additional amount above the cost of our standard delivery option.

Return Shipping Costs

For change-of-mind returns, customers may be responsible for the direct cost of returning the product where this has been communicated before purchase and is permitted by law.

We strongly recommend using a tracked shipping service and retaining proof of postage until your refund has been completed.

If you receive a product that is:

  • Faulty;

  • Damaged;

  • Incorrect;

  • Not as described;

please contact us before arranging the return.

Where Sarcenet Store is legally responsible for the return costs, we will provide appropriate instructions and will not require you to bear reasonable return costs for the faulty or incorrect product.

Faulty or Damaged Products

Products sold by Sarcenet Store must meet the standards required under applicable UK consumer law.

If your product arrives damaged, has a manufacturing fault, is not as described or is otherwise not of satisfactory quality, please contact us as soon as possible.

Please include your order number and clear photographs or videos showing the issue where reasonably possible.

Depending on the circumstances and your statutory rights, you may be entitled to:

  • A full refund;

  • A replacement;

  • A repair, where appropriate; or

  • A price reduction.

For qualifying faulty goods, UK consumer law may provide a short-term right to reject the product and request a full refund within 30 days, subject to the circumstances and applicable legal requirements.

Your statutory rights continue beyond this initial period in certain circumstances.

Incorrect Products

If you receive an item that is different from the product you ordered, please contact us as soon as possible.

Please provide:

  • Your order number;

  • A description of the item received;

  • Photographs of the product and packaging.

Once the issue has been verified, we will provide an appropriate resolution, which may include a replacement or refund.

Where required by law, you will not be charged for reasonable return costs resulting from an incorrect item being supplied.

Lost Orders

If your parcel does not arrive within the expected delivery period, please contact us.

We may first investigate the shipment with the relevant supplier, fulfilment partner or delivery carrier.

If the parcel is confirmed as lost or cannot reasonably be delivered, we will provide an appropriate resolution, which may include:

  • Sending a replacement; or

  • Issuing a full refund for the affected item or order.

Orders Returned to Sender

A parcel may be returned to the sender because of:

  • An incorrect or incomplete delivery address;

  • Repeated unsuccessful delivery attempts;

  • Failure to collect the parcel;

  • Refusal of delivery.

If your order is returned to the sender, please contact us so that we can review the circumstances.

Where the delivery failure resulted from incorrect information supplied by the customer or failure to collect the parcel, additional delivery costs may apply before the order can be resent, where permitted by law.

This does not affect your statutory consumer rights.

Order Cancellation Before Dispatch

If you wish to cancel an order shortly after placing it, please contact us as soon as possible.

Where the order has not yet entered the fulfilment or dispatch process, we will attempt to cancel it before shipment.

Because some orders are automatically transmitted to our fulfilment partners, we cannot guarantee that an order can be stopped once processing has begun.

If the order has already been dispatched, your statutory cancellation and return rights may still apply after delivery.

Exchanges

If you would prefer an exchange rather than a refund, please contact our customer service team.

Availability of replacements may depend on product stock, size, colour and fulfilment location.

Please refer to our Returns & Exchanges Policy for further information.

Items That May Not Be Eligible for Change-of-Mind Returns

Certain products may be excluded from the right to cancel or return where an exemption is permitted under UK law.

Depending on the nature of the product, this may include:

  • Personalised or made-to-order products;

  • Products that deteriorate or expire rapidly;

  • Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed;

  • Other products specifically exempt under applicable consumer legislation.

Any relevant restrictions will be communicated where required.

These exclusions do not remove your legal rights where a product is faulty, damaged, incorrect or not as described.

Chargebacks

If you experience a problem with an order, we encourage you to contact Sarcenet Store first so that we have an opportunity to investigate and resolve the issue.

Initiating a chargeback does not remove or replace any rights or obligations you may have under applicable law.

We will cooperate with payment providers and supply relevant transaction and delivery information where a payment dispute is opened.

Refunds for Promotional or Discounted Items

Eligible products purchased during a sale or using a promotional discount are generally subject to the same statutory consumer rights as products purchased at full price.

Where a refund is approved, the refund will reflect the amount actually paid for the returned product, subject to applicable law.

Contact Us

If you have any questions regarding a refund, return or cancelled order, please contact Sarcenet Store using the contact information available on our website.

When contacting us about an existing order, please include your order number so that we can assist you as efficiently as possible.

Sarcenet Store — Your confidence matters at every stage of your purchase.