Returns

Returns

Customers are responsible for the cost of returning item(s), and for your parcel until it arrives at Undeniable Threads. Undeniable Threads have a 14 day returns policy from the receipt of your parcel, for an exchange or refund. Worn or used products will not be accepted unless faulty. Please wrap items appropriately for transit to avoid damage to goods or boxes. Please do not stick labels or tape directly to the products packaging (e.g. shoe box ) as if tampered with in any way, we can no longer accept the return. Please allow 3-5 working days once the goods have reached us, to give us time to process your returns. Any returns received after 14 days, can no longer be processed. All refunds will be credited back to the original method of payment used to place the order. Credit/debit card transactions can take 3-5 working days to show up on your bank statement. Please ensure your account details are current and up-to-date, as we may need to contact you regarding your return via email or telephone. If you have any further queries, please don’t hesitate to contact us.

Send to:

Undeniable Threads Returns Department
3 Avingdor Court
10 Horn Lane
Acton
W3 6GE
UK

Tel: 07939 562205
Mon – Fri: 9.00am – 5pm
Sat/Sun/Bank Holidays – Closed


Refunds

In the event a refund is requested, due to the order no longer meeting the requirements of the promotion the cost of the free item will be deducted from the refund amount prior to the refund being issued, in the event the free product is returned no refund will be applied.


BOGOF Offers

In the event that you wish to return an item from a buy one get one free offer, you must return both items to receive a refund. If one item is returned, you will not receive any funds in return, as the offer will no longer valid. Items bought on BOGOF offers may be returned for an exchange of another item included in the offer.


Shipping & handling

Customers are accountable for return shipping charges. We suggest a recorded or signed for delivery service so the parcel is insured and can be tracked. Goods are the customer’s responsibility until they arrive at our depot. Non-faulty items must be sent back in their original unused condition within 14 days of the invoice date. Once received, we will offer an exchange or a full refund if required. You will be required to pay postage when returning your exchange items to us. Faulty items are dealt with individually. Goods are guaranteed against manufacturing defects and all will have to be inspected and agreed by Undeniable Threads as faulty. In certain circumstances it may be necessary to send the item to the manufacturer, before we can accept them as faulty. Please return your goods to us. Once we are satisfied the goods are faulty we will offer a FREE repair, replacement, exchange or refund. Custom hoodies are custom made to the customer’s order and therefore cannot be returned.


Conditions of returns

Please ensure all items returned are unused with all tags still attached. Any items returned in a non-sellable condition will not be accepted.


Clothing

All clothing must be unworn, smoke/hair free and unwashed.


Shoes

Shoes cannot have been worn outside, we suggest trying them on inside before accepting the goods. They must be returned in their original box and packaged suitably for transit, making certain that no postage label, returns forms or sellotape are attached directly to the shoe box.


Faulty items

If you believe your product is defective due to a manufacturing fault, please send it back along with the returns form explaining the defect. We will assess the product and then contact you; we may from time to time send the faulty item on to the supplier for a second opinion. Please inform us of the defect immediately and do not continue to use the item as this may affect the result of our assessment.  If we deem your product faulty, we will refund your return postage. Our faulty returns policy covers your product for 6 months and each return will be dealt with individually.


Can I return a telephone or web order at an Undeniable Threads Promotional Stand?

Yes, you can return non-faulty goods to any of our promotional stands but only for an exchange. You will need to take your invoice/receipt with you as proof of purchase. Unfortunately, stands will not be able to offer refunds on goods purchased through either the Internet or over the phone.


Items returned from outside of the U.K.

Returns for exchange can only be sent to the UK and Ireland. Outside of this zone will be charged postage following our delivery prices to the applicable country.


Cancelling an order

For full details on how to cancel an order following the distance selling regulations please see our terms and conditions. Our returns policy will not affect the consumer’s statutory right to cancel or any other statutory rights.