Refund policy

Last updated: 5 August 2026

We want you to be completely satisfied with your Amend purchase.

In addition to your statutory rights, we offer returns of eligible products within 30 days of delivery, subject to the conditions below.

1. Your statutory cancellation right

When you purchase online as a consumer, you ordinarily have the right to cancel an eligible order within 14 days after the day on which you receive it, without giving a reason.

After notifying us that you are cancelling, you must ordinarily return the goods within a further 14 days.

Our voluntary 30-day returns period gives you longer to request a return, but it does not replace or reduce your statutory rights.

2. Our 30-day returns period

You may request a return within 30 days after delivery.

To qualify under our standard change-of-mind policy:

Products must be unworn, except to try them on;
Products must be unwashed;
Products must be unused;
Products must be in their original condition;
Products must be free from marks, odours, damage and signs of wear;
All original packaging must be included where reasonably applicable; and
Original swing tags must remain attached.

Products should only be handled to the extent reasonably necessary to determine their nature, characteristics and fit.

We may reduce a refund where a product’s value has been diminished by handling beyond what would reasonably be permitted in a shop.

3. Products returned without swing tags

For returns made under Amend’s voluntary 30-day change-of-mind policy, products returned without their original swing tags attached may be rejected and returned to you.

However, the absence of a swing tag does not automatically remove any statutory remedy you may have where a product is faulty, damaged, incorrectly supplied, not as described or otherwise fails to comply with consumer law.

4. Products that cannot be returned

Certain products may be excluded from change-of-mind returns where permitted by law, including:

Products made to your specifications or clearly personalised;
Sealed products that are not suitable for return for health-protection or hygiene reasons, once unsealed; and
Products that have been inseparably mixed with other items after delivery.

Any applicable exclusion will be clearly identified before purchase where required.

Trying on ordinary clothing to assess fit does not, by itself, necessarily prevent a return, provided it remains in an acceptable condition.

5. How to request a return

To request a return:

Log in to your Amend customer account.
Open the eligible order.
Select Request Return.
Choose the relevant product and provide the reason for return.
Submit the request.
Wait for approval and return instructions from our team.
Once approved, we will send you a return QR code or other relevant return information.
Package the product securely.
Take the parcel to an eligible Royal Mail drop-off location.

Please keep your receipt or proof of postage until the return has been completed.

Do not send a product back without following the return instructions, as this could delay processing.

Where you are exercising your legal cancellation right, you may also notify us clearly by emailing queries@amend.uk.com.

6. Return postage and £3.50 return fee

For an ordinary change-of-mind return, a standard return fee of £3.50 will be deducted from your refund where you use our provided return service.

The fee will not be deducted where:

The product is faulty;
The product is damaged when received;
We supplied the wrong product;
The product is materially not as described;
We have expressly offered free returns; or
Charging the fee would otherwise conflict with your legal rights.

Where you choose to arrange your own return, you are responsible for the product until it reaches us. Please use a tracked service and retain proof of postage.

7. Return approval

A return request may be approved provisionally before we receive the product.

Final eligibility is confirmed after the returned product has been inspected.

We reserve the right to reject a return or reduce the refund where legally permitted, including where:

The product falls outside the return period;
It has been worn beyond trying it on;
It has been washed or altered;
It has been damaged after delivery;
It is marked, stained or carries a noticeable odour;
Required items or packaging are missing; or
The return does not satisfy the conditions of this policy.

We will contact you if there is a problem with the returned product.

8. Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method.

For a statutory cancellation, we will make the refund without undue delay and no later than 14 days after:

We receive the returned goods; or
You provide evidence that the goods have been sent back,

whichever occurs first.

Your bank or payment provider may require additional time to display the funds after we have processed them.

9. Original delivery charges

Where you cancel the entire eligible order under your statutory cancellation right, we will refund the original standard delivery charge.

Where you selected an enhanced or more expensive delivery method, we are not required to refund the amount above the cost of our least expensive standard delivery option.

Original delivery charges may not be refunded for:

A partial return under our voluntary returns policy;
A return made outside the statutory cancellation period; or
Other circumstances in which the law does not require it.

10. Partial returns

Where you return only part of an order, we will refund the price paid for the accepted returned product.

The original delivery charge will not normally be refunded for a partial change-of-mind return unless required by law.

11. Exchanges

We do not currently process direct exchanges.

To obtain a different size or colour:

Return the original item in accordance with this policy; and
Place a new order for the preferred product.

This helps ensure that currently available stock is secured as quickly as possible.

12. Faulty, damaged or incorrect products

Faulty;
Damaged;
Incorrect;
Not as described; or
Otherwise not of satisfactory quality.

Email queries@amend.uk.com and include:

Your name;
Order number;
A description of the issue; and
Photographs where reasonably possible.

We will assess the issue and provide appropriate instructions.

Where the product does not comply with your legal rights, we will provide an appropriate remedy and cover reasonable return costs. The £3.50 standard return fee will not apply.

13. Products damaged through use or incorrect care

We may not accept a fault claim where damage has resulted from:

Normal wear and tear;
Accidental damage;
Misuse;
Alteration;
Washing contrary to the care instructions;
Ironing a logo or printed area contrary to instructions;
Bleaching;
Excessive washing temperature; or
Other failure to care for the product appropriately.

This does not affect claims concerning an underlying defect present when the product was supplied.

14. Lost return parcels

Where you arrange your own return, you remain responsible for the parcel until it is delivered to us.

We strongly recommend using a tracked service and retaining proof of postage.

Where you use an Amend-provided return method, please retain the drop-off receipt so we can investigate any delivery issue.

15. Refunds to gift cards or alternative payment methods

Refunds will normally be sent to the original payment method.

Where an order was paid partly by gift card or store credit and partly by another method, the refund may be allocated between those methods in accordance with the original transaction.

16. Promotions and bundled products

Where a returned item formed part of a promotion, bundle or multi-buy offer, the refund may be recalculated to reflect the terms of that promotion.

Where a free gift was supplied subject to a qualifying purchase, we may require the gift to be returned if the remaining order no longer meets the promotion’s qualifying conditions.

Any deduction will be clearly explained and will not affect your statutory rights.