Refund and Returns Policy - undiscoveredelement.co.uk

REFUND POLICY FOR UNDISCOVERED ELEMENT

At Undiscovered Element, we want you to love what you’ve ordered! However, we understand that sometimes things don’t work out. This Refund Policy outlines how we handle returns, exchanges, and refunds.

1. Returns and Exchanges

1.1. Returns for a Refund

If you’re not completely satisfied with your purchase, you can return your items to us for a full refund within 14 days from the day you receive your order. To be eligible for a refund, the following conditions must be met:

The items must be unworn, unwashed, and in the original condition with all tags and labels attached.

The items must be returned in their original packaging, if applicable.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

1.2. Returns for an Exchange

If you would prefer an exchange (for a different size, color, or style), we are happy to process that for you within 14 days of receiving your order. The same condition as for returns applies.

Please contact our customer service team at contact@undiscoveredelement.co.uk to arrange an exchange, and we’ll help guide you through the process.

2. How to Return Your Item(s)

To initiate a return or exchange, please follow these steps:

Return Instructions: We will provide you with instructions on how to return your item(s) and a return authorisation number if required.

3. Refunds

3.1. Processing Your Refund

Once we receive your returned items and confirm they meet the eligibility criteria (unworn, unwashed, and in the original condition), we will process your refund. Refunds will be issued to the original payment method used for the purchase.

3.2. Timeframe for Refunds

Refunds are usually processed within 7-10 business days from when we receive your return. Please note that it may take a few days for the funds to appear in your account, depending on your bank or payment provider.

3.3. Non-refundable Items

Certain items are non-refundable, including:

Gift cards

Items marked as final sale or clearance

Items that have been worn, washed, or damaged after delivery

4. Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us within 30 days of receiving your order. We will offer you the following options:

A full refund including original shipping costs, if applicable.

A replacement of the faulty or incorrect item, subject to availability.

To report a faulty or incorrect item, please contact our customer service team at contact@undiscoverdelement.co.uk with a description of the issue and photographs, if possible. We will arrange for the return and replacement or refund at no extra cost to you.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

5. Consumer Rights

As a UK consumer, you are entitled to statutory rights under the Consumer Rights Act 2015. These rights include:

The right to a refund, repair, or replacement for faulty goods.

The right to cancel your order within 14 days of receiving your goods and receive a full refund (applies to most goods, except certain items such as custom-made or sealed goods that have been unsealed).

Your statutory rights are not affected by this policy.

6. Late or Missing Refunds

If you haven’t received your refund within the expected timeframe:

Check with your bank or payment provider as processing times can vary.

Thank you for shopping with Undiscovered Element.

We appreciate your business and want to ensure you are completely satisfied with your purchases.