Returns &
refunds

1. Online cancellation

For most goods bought online, a consumer may cancel without giving a reason. The customer must tell Fit-Check Seven clearly that they wish to cancel no later than 14 days after the day the goods are delivered.

The notice can be sent using the model form below or any other clear statement. The customer does not have to use the model form.

Email

Customer-service email required before launch

Post

Returns address to be confirmed before launch

Order details

Include the order number, customer name, delivery address and item being returned.

Any exception to the cancellation right will only apply where permitted by law and clearly stated before purchase—for example, genuinely personalised goods or certain sealed hygiene-sensitive goods after the seal is broken. Ordinary clothing is not excluded simply because it is pre-loved.

2. Returning an item

After notifying Fit-Check Seven of cancellation, the customer must send the goods back within a further 14 days. The customer is responsible for the direct cost of a change-of-mind return. A tracked and adequately insured service is recommended because the parcel remains the customer’s responsibility until it is received.

The product should be returned with any labels, accessories and packaging supplied with it. This does not prevent a customer from handling the product as they reasonably would in a shop.

If an item is faulty, damaged in transit or materially not as described, Fit-Check Seven will provide an appropriate return route and bear reasonable return costs.

3. Refund timing & amount

A valid change-of-mind refund will include the item price and the cost of the least expensive standard delivery method offered for the order. Any additional amount paid for an enhanced or express service does not have to be refunded.

The refund will be made using the original payment method, without a refund fee, no later than 14 days after Fit-Check Seven receives the returned goods or receives evidence that they have been sent back, whichever happens first. Fit-Check Seven may withhold the refund until one of those events occurs.

4. Trying items on

A customer may inspect and try on a garment in the same way they reasonably could in a shop. They should not wear it for an event, wash it, alter it, remove attached labels unnecessarily, expose it to smoke or strong fragrance, or otherwise handle it beyond what is needed to establish its nature, characteristics and fit.

Where handling goes beyond what is reasonably necessary and reduces the item’s value, the law may allow a proportionate deduction from the refund. This is not a restocking fee.

5. Faulty or misdescribed goods

Every product must be as described, of satisfactory quality and fit for purpose. The reasonable standard for a pre-loved item takes account of its age, price, description and clearly disclosed condition, but pre-loved status does not remove statutory rights.

If a product does not meet those standards, the Consumer Rights Act 2015 may provide a short-term right to reject it within 30 days. After that period, rights may include repair or replacement and, where those remedies are impossible or unsuccessful, a price reduction or final right to reject. Because many pieces are unique, a like-for-like replacement may not be available.

Customers should contact Fit-Check Seven promptly with the order number, a description of the issue and supporting photographs. This policy does not limit any statutory remedy or longer claim period that may apply.

6. Purchases made in store

The statutory 14-day change-of-mind cancellation right applies to distance sales, not purchases completed in the physical shop. A separate voluntary in-store exchange or returns policy may be offered and, if so, must be displayed and honoured. Statutory rights still apply to faulty or misdescribed shop purchases.

7. Model cancellation form

Copy, complete and send this form only if you wish to cancel an online contract. A clear cancellation message containing the same information is also acceptable.