Refund policy
Effective Date: 31 July 2026
At Refound Luxury Ltd, customer satisfaction is important to us, and we want you to shop with confidence. This policy covers two separate and different time windows — please note they are not the same:
- A 14-day standard return window, for any item you simply change your mind about.
- A 30-day faulty item reporting window, which applies only if an item arrives damaged, faulty, or not as described.
Standard Returns — 14-Day Cancellation Right
If you are a consumer shopping from the UK or EU, you have a statutory right to cancel your order within 14 days of receiving your item(s), without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To exercise this right, tell us of your decision to cancel within 14 days of receiving your order (for example, by emailing hello@refoundluxury.com). You then have a further 14 days from that notice to send the item back to us.
Once we receive the returned item and confirm it meets the conditions below, we will refund the price you paid, including your original standard delivery charge, within 14 days. You are responsible for the cost of returning the item to us unless it is faulty or not as described.
Condition of Returned Items
To be eligible for a refund under the 14-day standard return window, items must:
- Be returned within the cancellation period described above.
- Be in the same condition as received, save for handling reasonably necessary to check the item, similar to trying an item on in a shop.
- Be free from new damage, stains, odours or signs of additional wear.
- Include any original accessories, dust bags, authenticity cards and packaging where applicable.
As we specialise in pre-loved luxury, vintage and contemporary fashion, minor signs of previous wear that were accurately described or photographed within the product listing do not qualify as faults.
Designer Items & Authenticity Tags
Selected luxury designer items are supplied with an authenticity tag, which must remain attached for a return to be accepted in full under the 14-day standard return window.
If the authenticity tag has been removed, cut, altered or tampered with beyond what is reasonably necessary to inspect the item, we may deduct an amount from your refund reflecting the reduced value of the goods, or in cases of significant tampering, decline the return, except where the item is faulty or not as described.
Authenticity tags are only applied to selected luxury items, and this will always be clearly stated on the product page.
Faulty or Incorrect Items — 30-Day Reporting Window (Separate from the 14-Day Standard Return Window)
If you receive an item that is damaged in transit, faulty, or significantly different from its description, please contact us at hello@refoundluxury.com as soon as possible. We recommend doing so within 48 hours of delivery so that we can deal with it as quickly as possible, and in any event within 30 days of delivery. This 30-day window applies only to faulty, damaged, or misdescribed items — it does not extend or replace the 14-day standard return window above.
Where appropriate, we will arrange a replacement (if available), repair, partial refund or full refund in accordance with your statutory rights under the Consumer Rights Act 2015.
Refunds
Once your return has been received and inspected, we will notify you of the outcome. Approved refunds are processed to your original payment method within 14 days of us receiving the returned item.
Return Shipping
If you are cancelling because you have changed your mind, you are responsible for the cost of returning the item. If the item is faulty, damaged or not as described, we will cover the reasonable cost of return postage.
For luxury items, we strongly recommend using a fully tracked and insured delivery service when returning your order, as we cannot accept responsibility for items lost in transit.
Your Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Contact Us
Refound Luxury Ltd, Westgate House, 1 Westgate Avenue, Bolton, BL1 4RF, United Kingdom. Email: hello@refoundluxury.com