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Returns and refunds

Two different rights, what each one covers, and how to use either in a minute.

Last updated 20 August 2026

Two rights, not one

People say “return” for two completely different things, and shops encourage the confusion because it lets them apply the stricter rules to both. They are separate:

Changed your mind — the right of withdrawal. 30 days from delivery, no reason required, applies to everything including sale items. Withdraw from contract here, or read the full terms.

Something is wrong with it — the legal guarantee of conformity. Two years from delivery, for anything faulty, not as described, or that does not last as long as it reasonably should. This is not a returns policy we wrote; it is Directive (EU) 2019/771. See the guarantee.

If a jumper pills after four months, that is the second one, and “you are outside the 30 days” is not an answer to it.

Changed your mind: how it works

  1. Declare it. Withdraw from contract here. About a minute. No account, no reason, no phone call. You get a timestamped acknowledgement immediately, on screen and as a file.
  2. Pack it. Any box or bag. The original packaging is not required and nobody will inspect it.
  3. Send it. Use the prepaid label in your parcel, or print another from your order page. We pay the postage — the Directive lets us charge you for it and we choose not to.
  4. Get your money back. Within 14 days of your declaration, to the way you paid, including the standard delivery you paid on the way out. No fee.

You have 14 days from declaring to actually send it. Declare first; the clock that matters is the one on the declaration.

Can I try it on?

Yes — that is the point. You are liable only for diminished value from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Trying a coat on over a jumper to see whether it fits is exactly that. What is not: wearing it out, washing it, altering it, or removing a sealed hygiene pack on underwear.

We do not deduct for a missing swing tag, a folded box or a garment that has obviously been tried on.

Faulty or not as described

Tell us at support@ideal-commerce.example with your order number and a photo if there is something to photograph. For the first year we do not ask you to prove the fault existed at delivery — the law presumes it did, and the burden is ours. In year two the presumption flips, but the right does not disappear.

You are entitled to repair or replacement free of charge and without significant inconvenience; and if that is impossible or we fail to do it, to a price reduction or to end the contract and be refunded.

Exchanges

Withdraw from the contract and place a new order — it is faster than an exchange process and it means your refund is not held hostage to stock. If the size you want is gone by then, tell us and we will hold the next one that arrives.

What we never do

  • Charge a restocking fee.
  • Refuse a return on sale or discounted items.
  • Insist on original packaging, tags or a printed invoice.
  • Refund to store credit instead of your original payment method, unless you ask for that.
  • Ask why. The form has an optional box and it is genuinely optional.