Returns and Refunds Policy

Returns and Refunds: 

You have the right to return eligible items within 14 days of receiving your order in accordance with UK consumer legislation. To be eligible for a return, items must:

• Be unworn, unused, and in their original condition. 
• Have all original tags attached.
• Be returned in the original packaging where possible.
• Be free from stains, odours, pet hair, or damage. 

We reserve the right to refuse returns that do not meet these conditions. 

To return an item please contact us at support@defineclo.com with:

• Your order number 
• The item(s) you wish to return.
• The reason for your return. 

Once your return request has been approved, you will receive instructions on how to return your item(s).

Return Shipping Costs

Customers are responsible for return shipping costs unless:

• The item received is faulty.
• The wrong item was sent.
• The item was damaged in transit.

We recommend using a tracked shipping service, as we cannot be responsible for returns lost in transit.

Refunds

Once we receive and inspect your returned item(s), we will notify you of the outcome.

Approved refunds will be processed to your original payment method within 5–10 working days. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

Original shipping charges are non-refundable unless the return is due to our error or a faulty product.

Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us within 14 days of receiving your order.

Please include:

• Your order number.
• A description of the issue.
• Clear photographs showing the fault or damage.

If the item is confirmed to be faulty, we will offer a replacement, repair, or full refund in accordance with your statutory rights under UK consumer law.

Exchanges

We currently do not offer direct exchanges. If you would like a different size or item, please return your original purchase and place a new order.