Return & Refund Policy
At CINDER LOOM LTD, we want customers to feel confident when shopping for our women’s clothing.
If your purchase does not meet your expectations or the size or fit is unsuitable, please review our return and refund guidelines below.
30-Day Return Policy
We offer a voluntary return period of 30 days from delivery for eligible products.
For voluntary returns outside the statutory cancellation period, the following conditions apply:
- Products must be unworn, unwashed, and in their original condition.
- Original tags and labels must remain attached.
- Items must be free from stains, damage, or excessive signs of handling.
- A valid order number or proof of purchase must be provided.
These conditions do not limit your statutory consumer rights.
Right to Cancel
Under applicable UK consumer protection laws, customers purchasing goods online generally have the right to cancel an order within 14 days of receiving the goods, without giving a reason.
To exercise this right, please notify us at [email protected] within the cancellation period.
Customers must return the goods within a further 14 days after notifying us of their cancellation.
Customers may inspect and try on garments as they would in a physical store.
A deduction may apply where goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning.
Size and Fit Returns
We understand that choosing the right size and fit is important when purchasing clothing online.
If an item does not fit as expected, customers may request a return in accordance with the conditions and timeframes stated in this policy.
We recommend checking the product’s size guide and description before ordering.
Minor manufacturing measurement differences may occur, but all products must meet applicable requirements concerning quality and accurate descriptions.
Exchanges
If you would like a different size or colour, please contact us at [email protected].
Exchanges are subject to product availability and applicable return conditions.
Our customer service team will explain the available options, which may include returning the original item and placing a new order.
This does not affect your statutory rights concerning faulty or misdescribed goods.
How to Request a Return
To request a return:
- Email [email protected] with your order number.
- Identify the product or products you wish to return.
- Our customer service team will provide return instructions and the appropriate return address.
- Package the products securely and return them according to the instructions provided.
Please do not send returned items to our business address unless instructed to do so.
Refund Processing
Once returned products have been received and assessed, we will notify you of the refund status.
Approved refunds will be issued to the original payment method.
For statutory cancellations, refunds will be processed within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.
For voluntary returns outside the statutory cancellation period, refunds will normally be processed within 14 days of receiving and assessing the returned goods.
Original standard delivery charges will be refunded where required by law. Additional charges for upgraded or express delivery services are generally non-refundable.
Your payment provider may require additional time before the refund appears in your account.
Return Shipping Costs
For change-of-mind returns, customers are generally responsible for return shipping costs where permitted by law and disclosed before purchase.
If an item is faulty, damaged, or incorrect, we will arrange an appropriate remedy and cover reasonable return shipping costs where required.
We recommend using a tracked delivery service when returning products.
Faulty, Damaged or Incorrect Items
If you receive a faulty, damaged, or incorrect product, please contact our customer service team as soon as possible.
Where available, provide your order number, a description of the issue, and photographs.
We will review the matter and arrange an appropriate repair, replacement, or refund in accordance with applicable consumer protection laws.
Nothing in this policy limits your statutory consumer rights.
Non-Returnable Items
Certain products may be excluded from change-of-mind returns where permitted by law, including:
- Personalised or custom-made products.
- Sealed hygiene-sensitive products where the seal has been broken after delivery.
These exclusions do not affect your statutory rights where goods are faulty or not as described.
Order Cancellation
Customers may request order cancellation before dispatch by contacting [email protected].
If an order has already been dispatched, customers may request a return in accordance with this policy.
No cancellation administration fee will apply when customers exercise their statutory cancellation rights.
Contact Us
CINDER LOOM LTD
Website: https://shopcinderloom.com
Email: [email protected]
Phone: +44 71 103 68956
Business Address:
UNIT 7, NO 510 WILSON BUSINESS PARK, MONSALL ROAD
MANCHESTER
GREATER MANCHESTER
UNITED KINGDOM M40 8WN