Refund policy

Returns & Refunds Policy

We want you to be happy with your purchase from Popback Clothing.

This Returns & Refunds Policy explains how returns, cancellations, faulty products and refunds are handled for purchases made through popbackclothing.com.

Nothing in this policy affects your statutory rights as a consumer.

1. Our 30-Day Returns Policy

In addition to your statutory rights, Popback Clothing allows eligible products to be returned within 30 days of delivery.

To qualify for a return under our 30-day returns policy, the item must:

  • be returned within 30 days of delivery;
  • be unworn and unused other than being reasonably tried on;
  • be clean and in a resalable condition;
  • have all original tags still attached;
  • include any original accessories or components supplied with it; and
  • be returned with its original product packaging where reasonably possible.

You should take reasonable care of products while they are in your possession.

We reserve the right to refuse a return made under our voluntary 30-day returns policy, or reduce the amount refunded where appropriate, if an item has been worn, damaged, altered, washed, marked or otherwise handled beyond what would reasonably be necessary to inspect or try it on.

This does not affect your statutory rights where an item is faulty, damaged, incorrect or not as described.

2. Your Legal Right to Cancel an Online Order

If you are purchasing as a consumer, you normally have a legal right to change your mind about products purchased online.

For most eligible products, you have 14 days from the day you receive your order to tell us that you wish to cancel.

Once you have notified us that you wish to cancel, you normally have a further 14 days to return the products to us.

You do not need to provide a reason for exercising this statutory cancellation right.

To notify us of a cancellation, contact:

Email: info@popbackclothing.com

Please include your:

  • full name;
  • order number; and
  • details of the item or items you wish to return.

3. Trying On Clothing

You are entitled to inspect and try on clothing in broadly the same way that you would be able to in a physical shop.

Please therefore:

  • avoid wearing products for extended periods;
  • do not wash products you intend to return;
  • keep tags attached while deciding whether to keep an item;
  • avoid exposing clothing to smoke, strong fragrances, make-up, fake tan, deodorant marks, pet hair or other contamination; and
  • take reasonable care of products while they are in your possession.

Where your statutory cancellation right applies, we may be legally entitled to reduce a refund to reflect any reduction in the value of an item caused by handling beyond what is reasonably necessary to establish its nature, characteristics and fit.

4. Items That Cannot Normally Be Returned

Certain products may be excluded from change-of-mind returns where permitted by law.

These may include:

Personalised or Custom-Made Products

Products made or personalised specifically to your requirements may not normally be cancelled or returned simply because you have changed your mind.

Sealed Hygiene Products

Where applicable, certain sealed products that are not suitable for return for health-protection or hygiene reasons may become non-returnable once their seal has been broken.

Any relevant restriction will be clearly stated on the applicable product page where required.

These exclusions do not remove your rights if an item is faulty, damaged, incorrect or not as described.

5. Faulty, Damaged or Incorrect Items

If you receive an item that is:

  • faulty;
  • damaged;
  • incorrect;
  • missing components; or
  • materially different from its description,

please contact us as soon as reasonably possible.

Email:

info@popbackclothing.com

Please provide:

  • your order number;
  • a description of the problem; and
  • photographs where they would reasonably help us understand the issue.

Do not dispose of the item unless we tell you to do so.

Where a product does not meet the requirements of applicable consumer law, you may be entitled to a refund, repair, replacement, price reduction or other remedy depending on the circumstances.

Popback Clothing will cover reasonable return costs where an item needs to be returned because it is faulty, damaged, incorrect or otherwise does not conform to your legal rights.

6. Damage During Delivery

If your parcel appears damaged when it arrives, we recommend taking photographs of:

  • the outer packaging;
  • the shipping label;
  • the internal packaging; and
  • any damage to the product.

Please contact us as soon as reasonably possible so that we can investigate the issue with the delivery provider.

You do not lose your statutory rights simply because damage was not noticed or reported to the courier at the moment of delivery.

7. How to Make a Return

To begin a return, contact us at:

info@popbackclothing.com

Please include:

  • your order number;
  • your name;
  • the product you wish to return; and
  • your reason for returning it, where applicable.

We will provide the appropriate return instructions.

Products should not be sent to an address that has not been confirmed as our returns address.

Returns Address

Popback Clothing
62 Coral Court, London, N112RA

We strongly recommend obtaining proof of postage when returning an item.

You are responsible for ensuring that the product is packaged securely enough to avoid unnecessary damage while being returned.

8. Return Shipping Costs

Change-of-Mind Returns

Where you are returning a product because you have changed your mind, you will normally be responsible for the direct cost of returning the product to us unless we state otherwise.

Faulty, Damaged or Incorrect Items

Where a return is required because:

  • we sent you the wrong item;
  • the item arrived damaged;
  • the product is faulty; or
  • there has been another error on our part,

we will cover reasonable return costs in accordance with your legal rights.

Please contact us before arranging an expensive or unusual return service.

9. Refunds

Once your returned product has been received, it will be inspected.

Where your return is accepted, we will issue the appropriate refund to your original payment method.

For statutory cancellations, refunds will be made within the timeframe required by law.

This will normally be no later than 14 days after we receive the returned products, or, where applicable, after you provide satisfactory evidence that the products have been sent back.

The time it takes for the refund to appear in your account after we issue it will depend on your bank, card issuer or payment provider.

10. Original Delivery Charges

Where you exercise your statutory right to cancel an entire eligible online order during the applicable cancellation period, we will refund the standard delivery charge you paid where required by law.

If you selected a more expensive delivery option, such as express or premium delivery, we are not required to refund the additional amount above the cost of our least expensive standard delivery option.

Where only part of an order is returned, original delivery charges may not be refundable unless required by law or stated otherwise.

11. Returns Made Between 15 and 30 Days

Our 30-day returns policy gives customers additional time beyond the standard statutory change-of-mind cancellation period.

For eligible change-of-mind returns made after the statutory cancellation period but within 30 days of delivery:

  • the item must meet the conditions of our voluntary returns policy;
  • you will normally be responsible for the return postage;
  • original delivery charges will not normally be refunded; and
  • we reserve the right to reject items that are not returned in an appropriate condition.

This additional policy does not replace or restrict any statutory rights you may have.

12. Refunds to the Original Payment Method

Approved refunds will normally be returned to the same payment method used to make the original purchase.

For example, if you paid by card, the refund will normally be returned to that card.

We generally cannot redirect a refund to another card, bank account or person.

13. Promotional & Discounted Items

Products purchased during a sale or using a promotional code may still be returned where they otherwise qualify under this policy.

The amount refunded will be the amount actually paid for the returned product after any applicable discounts.

Where the return of an item affects the conditions of a multi-buy, bundle or promotional offer, we may recalculate the value of the remaining items where the original promotion clearly provided for this and where permitted by law.

14. Exchanges

Where available, exchanges may be offered for another size or product.

Exchange availability is subject to stock.

We cannot guarantee that a replacement size or item will still be available when your return is processed.

Where an exchange is unavailable, you may need to return the original item for a refund and place a new order.

15. Statutory Rights

Our 30-day returns policy is in addition to, and does not replace, your statutory consumer rights.

Products sold by Popback Clothing must meet applicable legal standards, including being:

  • of satisfactory quality;
  • fit for purpose; and
  • as described.

Your rights relating to faulty, damaged or misdescribed goods may continue after the expiry of our voluntary 30-day returns period.

Nothing in this Returns & Refunds Policy limits or excludes any rights that cannot legally be limited or excluded.

16. Contact Us

For returns, refunds or problems with an order, contact:

Popback Clothing
Email: info@popbackclothing.com
Returns Address: 62 Coral Court, London, N112RA

Please include your order number when contacting us so that we can assist you more quickly.