Refund policy
Returns & Refunds Policy
Effective Date: 23/08/2026
At Wardrobe on Wheels, we want you to be completely happy with your purchase. If you change your mind about an item, you can return it in accordance with the rights and procedures set out below.
1. Your Right to Cancel
Under UK consumer law, when you purchase goods online, you generally have the right to cancel your order within 14 days of receiving your goods, without having to provide a reason.
Once you notify us that you wish to cancel, you then have a further 14 days to return the goods to us.
This means you generally have up to 28 days from receiving your order to exercise your statutory cancellation rights and return the goods.
2. Returns for Change of Mind
In addition to your statutory cancellation rights, we offer a [28-day] returns period for unwanted items.
To be eligible for a return, items should:
- Be unworn and in their original condition.
- Have all original tags and labels attached.
- Be free from make-up, perfume, deodorant, pet hair, stains or other marks.
- Be returned in suitable original packaging where reasonably possible.
- Not have been washed or altered.
Please take reasonable care when trying on clothing. Items that have been worn beyond what is reasonably necessary to inspect or try them on may be subject to a deduction for any loss in value.
3. Excluded Items
For hygiene reasons, certain items may not be eligible for return once their seal or hygiene protection has been removed.
This may include:
- Underwear
- Swimwear where the hygiene seal has been removed
- Earrings or other pierced jewellery
- Personalised or made-to-measure items
These exclusions do not affect your statutory rights where an item is faulty, damaged or not as described.
4. How to Request a Return
To request a return, please contact us at:
Email: hello@wardrobeonwheels.co.uk
Please include:
- Your full name
- Order number
- The item(s) you wish to return
- Reason for return, if applicable
We will provide you with the return instructions.
5. Cost of Returning an Unwanted Item
Unless the item is faulty, damaged, incorrect or not as described, the customer is responsible for the cost of returning an unwanted item.
We recommend using a tracked postal service and keeping proof of postage until your refund has been received.
If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. We will provide appropriate instructions and, where applicable, reimburse reasonable return postage costs.
6. Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged, incorrect or not as described, please contact us as soon as possible at hello@wardrobeonwheels.co.uk
Please provide your order number and, where appropriate, photographs of the item and packaging.
Under the Consumer Rights Act 2015, consumers have statutory rights where goods do not conform to the contract.
Depending on the circumstances and applicable legal rights, you may be entitled to a repair, replacement, price reduction or refund.
Nothing in this policy limits or excludes your statutory rights.
7. Refunds
Once we receive your returned item, we will inspect it and process your refund where appropriate.
For cancellations made under your statutory 14-day cancellation right, we will refund the payments we received from you, including the cost of standard delivery.
If you selected a more expensive delivery option, we are not required to refund the additional amount above the cost of our standard delivery service.
Where you are responsible for the cost of returning an unwanted item, that return cost will not normally be refunded.
Refunds will normally be made using the original payment method.
8. When Will I Receive My Refund?
We will issue eligible refunds without undue delay and normally within 14 days of:
- Receiving the returned goods; or
- You providing evidence that you have returned the goods, whichever occurs first,
subject to the applicable legal requirements.
Your payment provider may take additional time to process the refund and make the funds available in your account.
9. Deductions for Reduced Value
You have a legal right to handle and inspect clothing in a reasonable manner to determine its nature, characteristics and functionality.
However, if an item has been handled beyond what is reasonably necessary and this results in a reduction in its value, we may be entitled to make a reasonable deduction from the refund.
For example, this may apply where an item has been worn, washed, damaged, stained or returned with significant signs of use.
We will not make deductions where prohibited by law.
10. Exchanges
We offer exchanges subject to stock availability.
If you would like to exchange an item, please contact us at hello@wardrobeonwheels.co.uk before returning it.
If the requested replacement is unavailable, we will arrange an appropriate refund in accordance with this policy and your statutory rights.
11. Sale and Discounted Items
Sale and discounted items may be returned in accordance with the same statutory consumer rights as full-price items.
A sale item that is faulty or does not conform to the contract remains subject to your statutory rights.
12. Lost Returns
Customers returning unwanted items are responsible for ensuring that the parcel reaches us safely.
We strongly recommend using a tracked delivery service and retaining your proof of postage.
If you believe your return has been lost in transit, please contact the delivery provider and provide us with your tracking information.
13. Our Statutory Obligations
Nothing in this Returns & Refunds Policy affects your statutory rights under UK consumer law.
In particular, this policy does not affect rights you may have under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
14. Contact Us
If you have any questions about returns or refunds, please contact us:
Wardrobe on Wheels
Email: hello@wardrobeonwheels.co.uk