1. Cancellations
Our cancellation policy
You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you receive your delivery*. Delivery constitutes your order being signed for upon delivery, including if it was left in a safe place or with a neighbour.
To exercise the right to cancel, you must inform us of your decision to cancel this contract in writing by email, to be received before the cancellation period has expired. We can not accept cancellations by phone.
We will communicate to you an acknowledgement of receipt of such a cancellation by email normally within 24hours, however this can be extended in busy periods i.e. summer holidays. If you have not received the acknowledgement, we have not received the email.
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery if the order has not been dispatched**. If an order has been dispatched, carriage costs will be deducted from the reimbursement. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than 14 days from receipt of your returned goods.
*Any orders placed for collection, have to be collected within 15 working days from notification, failure to collect within this period will result in your order getting cancelled and your payment method being refunded, minus 10% admin charges. For exchange/refund purposes of orders, the completion date (the date we notify you the order is ready for collection) is deemed as day 1 of the returns period.
* Orders placed for ship to school need to be collected from the designated collection point at the school. As soon as your package is delivered to your school, any loss or damage liability is passed to the school and not held by Schoolwear Direct. For exchange/refund purposes of orders, the completion date (the date we notify you the order is ready for collection) is deemed as day 1 of the returns period.
** When an order has reached a certain stage within the warehouse, we are unable to stop or cancel the order before it leaves, regardless of the when we get notified.
2. Returns
Returns information
To make a return, you must get an authorisation form to include with the items you are returning. This can be obtained by emailing sales@schoolweardirect.co.uk, you must have your original order number when you request your return.
You will have to bear the direct cost of returning the goods. We recommend you use a traceable / insured delivery method e.g. Royal Mail Signed For.
Until we have received the goods back we are unable to issue a refund. You shall send back the goods and in any event, to arrive with the company not later than 14 days from the day on which you communicate your cancellation / return from this contract to us. The deadline is met if you send back the goods and we have received the goods before the period of 14 days has expired. If the goods are received after the 14 day period has expired, no refund will be issued, regardless of circumstances for the delay.
If you have an order in ship to school, the returns notification period starts when you are notified the order is ready for collection.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. Please ensure all items are returned to us in their original condition, unworn, with all labels still attached and in their original packaging, including any hangers provided. We may make a deduction from the refund for loss in value of any goods supplied (subject to a minimum of 10%), if the loss is the result of unnecessary handling by you or not sending back all the items, including hangers.
The following goods are exempt and can only be returned if faulty or incorrectly supplied:
- Products which have been tailored, customised or personalised to your requirements. This includes items made to order*.
- Underwear and swimwear (due to hygiene reasons).
- Gumshields
- Shinpads
- Waterbottles
- Discontinued items
Any items returned without a returns form will not be accepted.
* Items made to order excluded from any returns include the following:
Pre-school / Nursery – Age 2, Age 7-8, Age 9-10 or above.
Primary School – Age 2, Age 3-4, Any adult sizes. Blazers for any schools that are made to order.
Secondary Schools – Age 9-10 or under, Adult sizes 2XL and above, sizes below 28″or above 40″ blazers / knitwear.
3. Faulty, Damaged or Incorrectly Supplied Products
This information applies to goods which are faulty, damaged or incorrectly supplied only.
If the product is faulty, damaged or incorrectly supplied please contact us first. We will request for evidence to be provided. If we deem the item to be faulty / damaged we will send you a prepaid returns label for the return and will not charge any postage for sending the replacement to you. This label is valid for 5 working days (1 week), failure to ship the return by this date will cancel the label and you will bear the cost of any return following this date. You must obtain a receipt from the Post Office in case the parcel is lost in the post. If you choose not to use our returns label we will only reimburse up to £3.95 postage cost as a credit against a future purchase by the way of a discount voucher. The parcel is your responsibility until it reaches us, we are unable to send out the replacement until the goods have been received and checked.
For any shortages / missing items from orders, we must be notified within 3 days of delivery, failure to do this will result is us being unable to assist with your missing items further.
You must obtain a returns form at the time of informing us.
We do not offer exchanges, if you require a different size, colour or style, you will need to place a new order.
Goods must be returned to our main warehouse: Schoolwear Direct, North Road Industrial Estate, Okehampton EX20 1BQ. When returning your item(s), you must enclose our Returns Form to so we can identify your package and process your return as quickly as possible. Without this form, we can not process your return under any circumstances. The parcel is your responsibility until it reaches us, so we recommend using a tracked postal service.
Any free goods supplied as part of the product purchase must be returned with the product, otherwise we may deduct the full list price of the missing items from any refund. For packs of more than one item all the items in the pack must be returned (even if only one is defective).
The following goods can only be returned if faulty or incorrectly supplied. They cannot be returned if you change your mind or ordered incorrectly:
- Products which have been tailored or customised to your requirements.
- Items detailed in the returns section of our policy
Please ensure all items are returned to us in their original condition, unworn, with all labels still attached and in their original packaging, including any hangers provided. We may make a deduction from the refund for loss in value of any goods supplied (subject to a minimum of 10%), if the loss is the result of unnecessary handling by you or not sending back all the items, including hangers.