Returns, Exchanges & Refunds

 

EXCHANGES & RETURNS PROCEDURE

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase. 

To help us locate your order on our system and resolve your issue more quickly, please make sure you provide us with your full name, email address and order reference number along with a brief message to merch@theredmentv.com

If your return request is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

The customer is responsible for returning the goods to us if they want a refund or to exchange for another item. If a mistake has been made at our end (e.g. a wrong or faulty item has been sent), we will of course resend the goods at our own cost or offer a full refund.

We are not liable for any loss or damage to goods that are returned to us so, if this occurs, it will invalidate your eligibility to an exchange or refund, and as such, we recommend sending it as either a recorded or tracked delivery.

Regrettably, unless we have made an error, we can only offer an exchange or a refund on orders delivered within the UK.

You can always contact us for any return question at merch@theredmentv.com

NB: Please refrain from contacting us via social media platforms. Due to the volume of posts in which we are tagged on social media, there is a real chance we could miss your correspondence. Furthermore, you may also be divulging private information.

 

DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can rectify the issue for you quickly. If you have any such problem with your goods, you must notify us within 14 days, otherwise we are no longer liable to offer a replacement or a refund.

 

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, like custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about a specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

REFUNDS

Upon receipt and inspection of your return, we will contact you to let you know whether or not the refund has been approved. If approved, you’ll be automatically refunded on your original payment method. Please note, it typically takes between 5-10 working days for refunds to be processed before they show up back in your account.