Returns, Cancellations & Refunds

Last updated: October 22, 2026

For any return, cancellation or refund request, contact help@summerlin.shop.

1. Change-of-mind returns

You may notify us of a change-of-mind return within 14 calendar days after receiving your item. After notification, send the item back within a further 14 calendar days.

Include your order number and identify the item you wish to return. A reason may help us improve our service, but it is not required when exercising an applicable statutory withdrawal right.

Any longer period or additional protection required by law remains available.

2. Item condition

For voluntary returns, items must be unworn, unwashed, unaltered and free from damage, stains or odours. Retain tags, included accessories and original packaging where reasonably possible.

Reasonable inspection or trying on clothing is different from wearing or using it. Where statutory withdrawal rights apply, handling beyond what is necessary to inspect the item may justify a lawful deduction for diminished value, rather than automatic rejection.

These conditions do not remove rights concerning goods that are faulty, damaged, incorrect or not as described.

3. Return instructions and records

Email us before posting the parcel so we can provide the appropriate return destination and instructions. Return destinations may differ from our business address.

Include your order reference in the parcel and retain proof of postage. Tracking is recommended, particularly for valuable items.

A statutory cancellation does not depend on receiving an approval number. A clear cancellation notice sent within the applicable period is sufficient to notify us of your decision.

4. Return shipping costs

For a change-of-mind return, you are responsible for the direct return shipping cost unless we expressly offered otherwise. We will not impose an undisclosed return charge.

For an incorrect, faulty or misdescribed item, we cover reasonable return costs where required by law. Contact us before purchasing an unusually expensive return service so that suitable arrangements can be discussed.

5. Faulty, damaged or incorrect goods

Report the issue as soon as reasonably possible, with your order number, a description and any available photographs. We may reasonably request additional information to assess the problem.

Photographs can assist an investigation, but an unboxing video is not a mandatory condition of your rights.

We will provide the remedy required by applicable law, which may include repair, replacement, a price reduction or a refund. These claims are not automatically excluded after the 14-day change-of-mind period.

Damage caused by misuse or alteration may be distinguished from a defect present when the goods were supplied, based on the available evidence.

6. Cancellation before and after dispatch

If you wish to cancel before dispatch, email us promptly. We will check whether fulfilment can still be stopped.

Once a parcel has been handed to the carrier, a physical recall may not be possible. Where cancellation rights apply, we will explain the return procedure. Dispatch does not automatically remove a statutory right to cancel.

If we cannot dispatch within the stated 4–5 calendar days, we will provide the notice and cancellation or refund options required by applicable law.

7. Refund handling

Refunds are issued to the original payment method unless you expressly agree otherwise or a different method is legally required. Store credit will not replace a refund to which you are entitled without your agreement.

Refunds are made without undue delay and within applicable legal deadlines. For eligible UK or EEA withdrawals, the applicable 14-day reimbursement rules apply. Where permitted, reimbursement may be withheld until the goods are received or evidence of return is provided, whichever occurs first.

We will explain the refund amount and any lawful deduction. Standard outbound delivery is refunded where required by law; the additional cost of an upgraded delivery service may be excluded where permitted.

After a refund is issued, the time taken to display the credit depends on your payment provider.

8. Exceptions and discounted products

A legally permitted exception may apply to genuinely personalised items or sealed goods unsuitable for return for health or hygiene reasons once unsealed. An exception will only be applied when its legal conditions are satisfied.

Discounted products are not automatically excluded from returns or statutory remedies.

9. Exchanges

Exchanges depend on availability. Contact us to discuss the requested size or colour before returning an item or placing a replacement order.

10. Payment disputes and duplicate reimbursements

If you have already opened a payment dispute, tell us so we can coordinate the appropriate reimbursement route with the payment provider and avoid duplicate credits.

We do not require you to withdraw a legitimate dispute as a condition of receiving a remedy required by law. Any duplicate reimbursement will be addressed through the appropriate payment process and applicable law.

11. Consumer rights

This policy supplements mandatory consumer rights and does not replace them. Where local law gives greater protection, that protection applies.