Refund and Returns Policy

Your Statutory Rights

This policy operates alongside — and does not limit — your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You may always be entitled to more than the minimum described here.

At a Glance — Key Timescales & Fees

1. Contact & Customer Support

Please have your order number and proof of purchase available when contacting us. We cannot process returns without a valid Returns Authorisation number issued in advance.

2. Cancellation Rights for Consumers

Under the Consumer Contracts Regulations 2013, you have the right to cancel most online orders. Please note the specific conditions and applicable fees set out below.

2.1 Before Dispatch

• You may cancel at any time before your order is dispatched.
• No fees apply. Contact us immediately by phone or email.
• A full refund will be issued within 14 days of receiving your cancellation notice.

2.2 After Dispatch — Cooling-Off Period

• You have 14 calendar days from the day after delivery to notify us of cancellation — no reason required.
• You then have a further 14 days to return the goods once notification has been given.
• Items must be unused, unworn, in original packaging, with all tags attached, and in fully resalable condition.
• Return postage is the customer’s responsibility unless the item is faulty or we made an error.
• Original delivery charges are refunded only where the entire order is cancelled within the cooling-off period.

3. Standard Returns

3.1 Eligibility Criteria

To be eligible for a standard return, all of the following conditions must be satisfied:

• Unused and unworn: the item has not been put into service, worn, washed, or used in any way.
• Original packaging: all original bags, boxes, hang-tags, and labels must be intact and undamaged.
• Resalable condition: the item shows no signs of use, wear, soiling, odour, alteration, or modification.
• Within 14 days: the return request is received within 14 days of delivery.
• Authorised: a Returns Authorisation number has been obtained and quoted before dispatch.

3.2 How to Return an Item

1. Request authorisation: contact our returns department within 14 days of delivery.
2. Receive your Returns Authorisation number: we will issue full return instructions.
3. Package securely: use original packaging where possible and write your authorisation number clearly on the outside.
4. Ship with tracking: use a tracked postal service and retain your receipt. We are not responsible for items lost in transit.
5. Await processing: refunds are processed within 14 days of receipt. Please allow up to 3 weeks to appear in your account.

3.3 Fees & Refund Calculation

• A 25% restocking fee is deducted from the refund amount for all standard non-fault returns.
• Original outbound shipping costs are non-refundable unless the return is due to our error or a faulty item.
• Return shipping is at the customer’s cost unless the item is faulty or we shipped incorrectly.
• Items returned outside the window, without authorisation, or not meeting eligibility criteria may be refused or subject to further deductions.

Modifications and alterations: any item that has been embroidered, printed, heat-pressed, personalised, or altered after purchase immediately voids the right to return.

4. Non-Returnable Items

For hygiene, health, safety, and commercial reasons, the following categories of goods are final sale and cannot be returned, exchanged, or refunded unless confirmed as faulty by Safety Workwear:

For fire retardant sprays or specialist safety chemicals, please contact our team before attempting to return goods — safe handling and disposal instructions will be provided.

5. Faulty, Damaged or Incorrect Items

5.1 Your Rights for Faulty Goods

If goods are faulty, not as described, or unfit for purpose, you are entitled to the following remedie:

• Within 30 days of delivery: full refund, no restocking fee, no deduction.

5.2 Reporting Damaged or Missing Items

Where items are confirmed as damaged in transit or incorrectly supplied, we will cover the cost of return carriage and issue a full refund or replacement at no extra charge.

6. Order Cancellations

6.1 Cancellation Before Dispatch

• You may cancel any order before dispatch by contacting us immediately by phone or email.
• No fees apply and a full refund will be issued within 14 days.

6.2 Cancellation After Dispatch

• If your order has already been dispatched, cancellation is treated as a return.
• A 20% restocking fee applies.
• You must follow the standard returns process upon receipt of the goods.
• Return shipping is the customer’s responsibility.

7. Condition of Returned Goods — Evidence of Use Policy

Safety Workwear is committed to fair, honest returns. However, we reserve the right to decline returns where there is reasonable evidence that goods have been used prior to return.

7.1 Bulk and Commercial Returns

Where a large volume order of 5 or more items or a total order value exceeding £200 is returned within a short period following delivery, Safety Workwear may require the customer to provide written justification for the return and may request supporting evidence that items have not been used.

Short-Term Commercial Use Returns

Safety Workwear supplies professional safety workwear and PPE to trade, media, production, and commercial customers. We recognise that goods are occasionally sourced for short-term projects or productions.

However, the return of bulk orders of garments or equipment following short-term commercial use, including but not limited to film and TV production, events, exhibitions, or temporary workforce deployment, will not be accepted.

Garments or PPE items that show signs of having been worn or used, even briefly, are not eligible for return. This applies regardless of the commercial context in which they were used.

If your project requires items for temporary use, please contact us prior to placing your order to discuss hire, loan, or short-term supply arrangements where available.

8. Refund Process & Timescales

• Refunds are issued to your original payment method only.
• We aim to process refunds within 14 days of receiving the returned item. Please allow up to 3 weeks for the refund to appear in your account.
• Where a restocking fee applies, it will be clearly itemised in your refund confirmation email.
• If you paid by credit card, your card issuer may take a further 3–5 business days to apply the credit.
• Delivery charges are only refunded where the entire order is returned within the 14-day cancellation window and the return is not due to change of mind.

9. Exchanges & Replacements

We do not operate a direct exchange service. To obtain a different size, colour, or product:

1. Place a new order for the replacement item.
2. Return the original item following the standard returns process.
3. Your refund, less any applicable restocking fee, will be processed within the timescales stated in Section 8.

For faulty items, we will arrange a replacement or repair under Section 5.1 at no additional cost.

10. B2B Customers

Customers purchasing as a business are reminded that statutory consumer protections under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 do not apply to B2B contracts. All B2B orders are governed exclusively by our Terms and Conditions, available on request.

11. Complaints

If you are dissatisfied with how we have handled your return or refund, please contact us in the first instance:

• By email: info@safety-workwear.co.uk
• By phone: 020 3925 0855, Monday – Friday, 9 am – 5 pm

We will acknowledge your complaint within 2 working days and aim to resolve it within 10 working days.