RETURNS POLICY
You have 14 days from receipt of your goods to return or exchange.
RETURN OR EXCHANGE
Return the items in their original condition with all original packaging. Tags on sunglasses must not be removed or broken otherwise it will void any refunds or exchanges.
Return within 14 days of receipt (please carefully read the 'Duty of Care' paragraph below).
We have included a simple to use returns form with your order to make it easy for you. It has full instructions on how to send back your item/s. (Please read below for detailed information on our returns policy)
Upon receipt and inspection, we will issue a refund or exchange the item for an alternative size / colour if requested.
You are only responsible for the costs of returning the item/s back to us.
We complimentary offer to pay for delivery costs to send you back an exchanged item if you are based in the UK. Only on full priced items*.
* (does not include items that come as part of an offer, discount code, promotion, reduced or on sale, offer only valid on the 1st exchange per order).
The item is your responsibility until it reaches us. We strongly suggest that you send the goods using a delivery service that insures you for the correct value and your item is packed well to prevent any damage in transit. As we cannot refund any lost, missing or damaged parcels. It will be your responsibility to claim.
Please make sure that you return the item/s back to us within the allowed 14 days. Any goods returned past 14 days will not be processed.
Custom Made / Made to Order goods cannot be refunded, cancelled or returned.
For returns made outside the Consumer Contracts Regulations, we will refund the monetary value of the goods returned to us, at the price you purchased them, via a credit note. In all cases, the items returned must be in their original condition (unless faulty). All goods will be inspected on return. The goods are your responsibility until they reach our Warehouse.
RETURNS OR EXCHANGES OUTSIDE THE UK.
If you outside the UK and are returning or exchanging an item back to us, please ensure you clearly mark your package ‘RETURNED GOODS’ otherwise we may be charged duty taxes in the UK which will be deducted from your refund. The returns form we have attached with your order already includes these details, just attach the returns address provided on the form onto your parcel.
PROCESSING TIME FOR REFUNDS
Once goods are inspected and approved, we will process your refund or exchange within 10 working days. You will receive an email confirming your refund.
The refund may take 1 - 7 working days to be credited to your account, which is totally out of our control as the length of time it takes will depend on which bank or card issuer you are with. But normally it’s credited within 24 hours.
FAULTY ITEMS
If the item you received is faulty, please contact speech@standingovation.co, quoting your order number and the reason for return, and whether you require a refund or a replacement. We will respond with instructions on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us.
RECEIVING THE WRONG ITEM
If the item you received is not what you originally ordered, please contact speech@standingovation.co, quoting your order number and the reason for return, and whether you require a refund or a replacement. We will respond with instructions on how to proceed with the return.
DISCOUNT CODES / OFFERS / FREE DELIVERY
When returning goods which you have received a discount, offer, or free delivery with or without a code, that discount or offer will no longer apply if your returned item falls below the discount or offer threshold required for the discount or offer to apply. The refund will be adjusted accordingly. You can request an exchange of product should your returned item fall below the discount or offer threshold.
ORDER CANCELLATIONS UNDER THE UNITED KINGDOMS CONSUMER CONTRACTS REGULATIONS
United Kingdom's Consumer Contracts Regulations (June 2014)
You have 14 days to return goods to us (including bank holidays and weekends).
Goods must be back with us by the 14th Day.
The returns period starts from the day delivery was attempted.
Returns are valid as long as you return your item/s back to us in unworn & unused condition with all original packaging and the tags not removed or broken on sunglasses. We'll process your refund or exchange within 14 working days after receipt of your return.
All items must have the original tags still firmly attached, so please take care when trying the goods on at home. If the tag is removed, no refund will be issued and the item will be forwarded back to your address or a credit note issued.
If you return something outside of the returns period, we reserve the right to issue a credit note or resend the goods ordered back to the original delivery address.
It is your responsibility to make sure you send the return using a recorded & tracked service, as we cannot refund any lost, missing or damaged parcels. It will be your responsibility to claim.
Please note we are unable to refund any postage or carriage charges for returns.
Don't forget - all refunds will be issued back to the original method of payment. If your item is faulty, please send it back to us as soon as you can. We'll try our best to repair or replace it, but if we can't, you will be issued with a full refund.
If you would like to exchange your goods, please state this clearly on your returns form. Please note the 14 day money back period still applies from the date of original purchase so bear this in mind if you are wanting to exchange your goods for another size as we will only be able to issue you with a credit note if it is past the 14 days period.
The parcel can take up to 7 working days to be returned to our Warehouse, unless sent via special delivery.
Made to order items (bespoke) can not be returned or cancelled, unless faulty.
Order cancellations must be made in writing by email to speech@standingovation.co, quoting your order number. If your order has already been dispatched, you will need to return the entire order to us at your cost. If we do not receive the cancelled order back, we may arrange to have them collected at your cost.
In all cases, the items returned must be in their original condition, which includes any packaging. All goods will be inspected on return. Anything in an unsuitable condition will be sent back to you.
The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us in error.
DUTY OF CARE
*Note: Customers have a Duty of Care to goods, whilst they are in their care we expect all goods to be returned in the condition they were received and their original packaging. Please do not remove any tags from the product(s). If you smoke please ensure that the goods are returned to us "smoke free" as these will be deemed "damaged". We cannot re-sell goods that smell of smoke. Also when trying on items of clothing, please ensure that you are not wearing perfume/aftershave, make-up or a deodorant, which may leave a scent or marks on the item. All goods will be inspected on return. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed and as a result no refund will be issued and the item will be returned back to you with the returns cost delivery charges added.
This returns policy does not affect your statutory rights.