Returns & refunds policy

1. Overview

We want trying on a hoodie at home to feel straightforward — so we offer a clear, clothing-friendly returns promise:

• Free returns within 30 days of delivery for unused (“new”) items — for defective goods and non-defective returns (wrong size, colour, change of mind, and so on).
• Returns are by post. We email a free prepaid UK return label for you to download and print — there is no return postage cost for eligible returns.
• No restocking fees.
• Once we receive and inspect your return, we process your refund within 3 days (your bank or Klarna may take a little longer to show the credit).
• Exchanges are not accepted — return for a refund, then place a new order if you need a different size or colour.

Use our returns portal for the fastest path. Do not post items to our registered office.

2. Important: where to send returns

Do not post returns to our registered office (50 Princes Street, Ipswich, England, IP1 1RJ). That address is for company registration only. Parcels sent there cannot be processed or refunded. Always start a return at justhoodies.co.uk/returns and only use the prepaid label we email you.

3. Our 30-day free returns (any reason)

This is our main returns promise for Just Hoodies clothing. It applies whether or not a statutory cooling-off right also applies to your order.

• Request the return via the returns portal within 30 days of delivery.
• You can return for any reason — including fit, colour, or change of mind — as long as the item is eligible (see below).
• Items must be in new condition only — unused, unwashed, and resaleable, with original tags attached where supplied. Trying on at home is fine; wearing out, washing, or altering is not.
• Return postage is free for eligible UK returns — we email a prepaid label for you to download and print. There are no restocking fees.
• Send the item back using only that label within 14 days of us approving the return / emailing the label.

We may refuse a return if an item is damaged, soiled, worn beyond trying on, washed, altered, or missing components we reasonably need to restock it.

4. Cooling-off / cancellation (Consumer Contracts Regulations)

If you are a consumer in the UK buying online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 normally give you a 14-day cooling-off period to cancel a distance contract without giving a reason. Our 30-day free returns above are more generous for eligible unused clothing and sit alongside these rights.

When the statutory cooling-off right may not apply

The statutory right to cancel may not apply (or may end early) where goods are made to your specifications or are clearly personalised. Most Just Hoodies products are standard stock garments and keep the full cooling-off right. Where that statutory exception applies to a clearly personalised item, our voluntary 30-day free returns policy in section 3 still covers unused, resaleable items returned through the portal, unless stated otherwise on the product page.

If the cooling-off right does apply

• Tell us you wish to cancel within 14 days of receiving the goods (or use our 30-day window above).
• Use the returns portal, our model cancellation form, or email support@justhoodies.co.uk with a clear cancellation statement and your order number.
• You then have a further 14 days to return the goods using our prepaid label.
• We refund within 14 days of receiving the goods back (or of you providing clear evidence of return) where the regulations require it — and in practice we process refunds within 3 days after inspection.
• We may deduct an amount if the value of the goods is reduced because of handling beyond what is necessary to establish their nature, characteristics and functioning (for example, wear beyond trying on).

5. Faulty, damaged, or not as described (Consumer Rights Act 2015)

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, as described, and fit for purpose. This cannot be excluded by this policy.

• Within 30 days of delivery: if goods are faulty or not as described, you may have a short-term right to reject them for a full refund.
• After 30 days: you may be entitled to a repair or replacement. If that is not possible or fails, you may be entitled to a further refund or price reduction.
• Return postage for genuine faults is covered by us (we will arrange a prepaid label).

Contact us as soon as you notice a problem, with your order number and clear photos if helpful: support@justhoodies.co.uk or the returns portal (choose “Defective item” / “Not as described”).

6. How to start a return

1. Go to justhoodies.co.uk/returns.
2. Enter your order number and delivery postcode.
3. Select the item(s) and reason for return.
4. Choose your preferred refund method (where offered).
5. Submit the request. We review it and email you a free prepaid return label to download and print.
6. Pack the item securely, print and attach the label, and post it with the carrier shown on the label.

You can also email support@justhoodies.co.uk. Or call 01473 487073 (Mon–Fri, 9am–5pm GMT). You can also use the contact form and we will reply as soon as we can.

7. Exchanges

Exchanges are not accepted. If you need a different size or colour, start a return for a refund through the returns portal, then place a new order for the style you want.

8. Refunds — what you get back

• Payment method: Refunds are made to the original payment method used at checkout (card or Klarna via Stripe), unless we agree otherwise.
• Timing: Once we receive and inspect the return, we process the refund within 3 days. Your bank or Klarna may take a little longer to show the credit on your account. Where the cooling-off regulations apply, we also meet the statutory 14-day refund deadline.
• Restocking fees: None — we do not charge a restocking fee on eligible returns.
• Item price: You receive the amount paid for the returned item(s), less any deduction permitted by law for diminished value from excessive handling.
• Delivery charges: For cooling-off cancellations we refund standard delivery costs where required by law. For change-of-mind returns under our 30-day policy we may not refund original outbound delivery if part of the order is kept, unless the goods are faulty or we agree otherwise. Return postage remains free via our prepaid label.
• Discounts / promo codes: Refunds reflect what you actually paid. If a discount applied to the whole order, we may recalculate the refund proportionally.
• Partial returns: If you return only some items, we refund those items only.

We are not currently VAT-registered. Prices and refunds do not include a separate VAT line unless that changes and we update our checkout and invoices.

9. Non-returnable / limited cases

We may decline or limit returns where:

• Items have been worn (beyond trying on), washed, damaged, altered, or returned without our label.
• Items were posted to the registered office or any address other than the one on our prepaid label.
• Proof of purchase / order cannot be verified (wrong order number or postcode).
• The return request is made outside the 30-day window (except for ongoing statutory rights for faulty goods).

10. Lost, delayed, or damaged in transit (outbound)

If your order does not arrive, arrives damaged, or tracking shows an issue, contact us promptly with your order number. We will investigate with the carrier. Where appropriate we will rearrange delivery, replace the item, or refund you. Risk generally passes on delivery to the address you provided — see our Shipping & delivery page and Terms.

11. Returns in transit (your return parcel)

Once you have handed the parcel to the carrier using our prepaid label, keep any drop-off receipt. If a return goes missing, tell us immediately with your order number and proof of postage. We will work with the carrier; refunds for lost return parcels are assessed case by case once the investigation concludes.

12. Cancel before dispatch

If your order has not yet been dispatched, email support@justhoodies.co.uk as soon as possible with your order number. We will cancel and refund where we reasonably can. Once the order has been dispatched, use the returns portal after delivery under our 30-day policy (for unused items), or contact us if goods are faulty.

13. How refunds appear

Refunds are processed via Stripe to your original payment method. The statement descriptor will usually match Just Hoodies / our Stripe business name. If you paid with Klarna, timing follows Klarna’s rules after we issue the refund.

14. Contact for returns help

• Returns portal: justhoodies.co.uk/returns
• Email: support@justhoodies.co.uk
• Phone: 01473 487073 (Mon–Fri, 9am–5pm GMT)
• Contact form: Contact us

15. Changes to this policy

We may update this policy from time to time. The “Last updated” date at the top will change when we do. The version on justhoodies.co.uk/return-policy at the time you order is the one that applies to that order, unless a change is required by law.

16. Related policies

• Terms & conditions
• Shipping & delivery
• Privacy policy
• Returns portal (start a return)