REFUND POLICY

A LEGAL DISCLAIMER

Tenebres Clothing – Returns & Refunds

Quick Summary

14 days to return items from delivery date.
Items must be unused, undamaged, in original packaging with tags attached.
Wrong size? Returns are accepted for exchange or refund.
Faulty items eligible for repair, replacement, or refund under UK law.
Refunds (where applicable) are processed within 5 working days once your return is accepted.

Frequently Asked Questions (FAQ)

Q: How long do I have to return my order?
A: You have 14 days from the date of delivery to let us know you want to return.

Q: What condition must returns be in?
A: Items must be in unused, undamaged condition, with all tags attached and returned in the original packaging.

Q: Can I return an item if I ordered the wrong size?
A: Yes — size returns are accepted for a refund or exchange, provided the item is in resalable condition.

Q: Who pays for return postage?
A: If you’re returning because you changed your mind or ordered the wrong size, you are responsible for the return shipping. If the item is faulty, damaged, or incorrect, we’ll cover the return postage.

Q: How long does a refund take?
A: Refunds are processed within 5 working days of us accepting your return.

Q: Are there any items I can’t return?
A: Yes – personalised items, underwear, swimwear or any items with broken hygiene seals cannot be returned unless faulty.

Q: What if my item is faulty?
A: Contact us as soon as possible with details and proof of the issue. Faulty items are covered by UK law, and you may be entitled to a repair, replacement, or refund.

REFUND POLICY - THE BASICS

1. Returns Period

You may return items within 14 days of receiving your order.

2. Condition of Returned Items

Items must be returned in their original packaging, with all tags and labels intact.
Returned items must be in good, unused condition and free from damage.
Certain items (such as personalised products or items with broken hygiene seals) cannot be returned unless faulty.

3. Quality Control

All items are carefully inspected and quality-checked before dispatch.
If you believe an item is faulty, you must provide proof of the issue (such as photos or a written explanation) before sending it back.

4. Wrong Size Orders

If you order the wrong size, you may return the item within 14 days for a refund or exchange, provided the item is in resalable condition.

5. Refunds & Processing

Once your return is received and accepted, we will process your refund within 5 working days.
Refunds will be issued to your original payment method.

6. Your Legal Rights

Nothing in this policy affects your statutory rights under UK law.
Under the Consumer Contracts Regulations, you are entitled to a 14-day cooling-off period for most online purchases, during which you can change your mind and request a refund.
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality, and fit for purpose. If your item is faulty, you are entitled to a repair, replacement, or refund, depending on the circumstances.