Last updated: when you publish your customised version. We want you to love what you buy from MyDeluxe. If you do not, here is how returns work.
1. Statutory cancellation right (UK / EU consumers)
You have 14 days from the day you receive the goods to tell us you want to cancel — no reason required. You then have a further 14 days to return them to us. We refund the original price plus standard delivery within 14 days of receiving the returned goods.
2. How to start a return
- Email contact@mydeluxe.co.uk with your order number and what you are returning.
- We will send return instructions (address + how to package).
- Pack the items in their original condition, with tags attached and original packaging where possible.
- Ship within 14 days of telling us you want to return.
3. Condition
To get a full refund, items must be:
- Unworn / unused (you are allowed to inspect them as you would in a shop).
- With original tags and packaging where reasonably possible.
- Not damaged beyond reasonable inspection.
If items come back damaged or showing signs of use, we may reduce the refund to reflect the lost value.
4. Who pays return shipping?
If the item is faulty, mislabelled or wrongly described, we cover return shipping. Otherwise, the cost of return shipping is yours.
5. Faulty or damaged items
Got a faulty item? Email contact@mydeluxe.co.uk within 30 days of receipt with a photo and we will arrange a replacement, repair or full refund — whichever you prefer — at no cost to you. After 30 days, you may still have rights under the Consumer Rights Act 2015 — get in touch and we will help.
6. Exchanges
To exchange for a different size or colour, return the original and place a new order. This is the fastest way as we cannot reserve replacement stock.
7. Items we cannot refund
- Made-to-order or personalised items (unless faulty).
- Items returned more than 28 days after delivery.
- Items returned in unsellable condition.
8. How refunds are paid
Refunds go back to the original payment method. Card refunds normally appear within 5-10 working days; bank transfers within 3-5 working days.
9. Contact
Anything not covered here? Email contact@mydeluxe.co.uk — we will sort it.
This is a starting template. Please review with a solicitor for your jurisdiction and edit the customised version in the admin before launch.