Refund policy

Returns & Refunds Policy

We want genuine problems with your order to be resolved quickly and fairly. Please review this policy before submitting a return request, as eligibility depends on the reason for the return, the condition and type of product, and the country to which the order was delivered.

Quick Summary

For orders delivered outside the European Union and the United Kingdom:

  • We do not accept returns for change of mind, buyer's remorse, personal preference, or simply no longer wanting an item.

  • Certain products cannot be returned once opened, used, worn, washed, consumed, unsealed, or removed from protective packaging for hygiene, health, safety, or resale reasons.

  • If your order arrives damaged, defective, incomplete, or incorrect, please contact us within 30 days of delivery.

  • Claims involving damage, defects, missing items, or incorrect products must include appropriate supporting information such as photographs or videos.

  • Do not send any item back until you have received written return authorisation and return instructions from our support team.

  • Promotional, clearance, bundle, and final-sale purchases may have additional return restrictions.

  • Nothing in this policy limits any rights available to you under applicable consumer protection law.

Orders delivered to the European Union or United Kingdom are subject to the dedicated sections further below.

Non-EU/UK Orders

Damaged, Defective, Incorrect, or Incomplete Orders

If your order arrives:

  • Damaged

  • Defective

  • Not functioning as reasonably intended

  • Different from the item ordered

  • Missing an item or component

please contact us within 30 days of delivery.

To help us assess your claim efficiently, please include:

  • Your order number

  • The full name used on the order

  • A clear description of the issue

  • Clear photographs of the product

  • Photographs of the packaging where relevant

  • Photographs of any identifying, batch, lot, or product information where relevant

  • A clear video demonstrating the issue where the complaint relates to product function

For missing-item claims, we may also request photographs of:

  • The shipping package

  • Shipping labels

  • The contents received

  • Any internal packaging

We may reasonably request additional information where necessary to verify the issue.

Claims cannot be fully assessed until the requested information has been provided.

If we verify that an item is damaged, defective, incorrectly supplied, or otherwise eligible for a remedy, we will provide an appropriate resolution. Depending on the circumstances, this may include:

  • Replacement

  • Refund

  • Repair, where applicable

  • Store credit where agreed

  • Replacement of the affected component or item

  • Another appropriate remedy

Any remedy will remain subject to applicable consumer protection laws.

Change-of-Mind Returns

For orders delivered outside the European Union and United Kingdom, we do not accept returns or provide refunds solely because:

  • You changed your mind

  • You no longer want the item

  • You purchased the item by mistake

  • You found another product you prefer

  • You ordered the wrong product

  • You ordered the wrong size

  • You ordered the wrong colour

  • You ordered the wrong variant or quantity

  • You decided the item was no longer needed

  • The product does not suit your personal preference

  • You expected a different subjective experience

  • You found the item cheaper elsewhere after purchasing

Please carefully review product descriptions, sizing information, specifications, dimensions, colours, quantities, and compatibility information before placing your order.

This section does not affect any rights you may have where goods are faulty, incorrectly described, incorrectly supplied, or otherwise protected by applicable law.

Product Results & Subjective Expectations

Some products may produce experiences or results that vary between individuals, environments, use cases, or circumstances.

Individual dissatisfaction with a subjective characteristic or expected outcome does not automatically mean that a product is defective.

Examples may include dissatisfaction with:

  • Appearance

  • Feel

  • Fit preferences

  • Texture

  • Scent

  • Taste

  • Colour perception

  • Comfort preference

  • Cosmetic results

  • Performance beyond the product's stated specifications

  • Personal suitability

A refund will not ordinarily be provided solely because a product did not meet an individual's subjective expectation where the product is otherwise as described and functioning correctly.

This does not apply where the product is faulty, materially misdescribed, unsafe, incorrectly supplied, or where applicable law provides otherwise.

Product-Specific Return Restrictions

Different product categories may have additional restrictions because of hygiene, health, safety, perishability, contamination, or resale considerations.

Personal Care, Beauty & Hygiene Products

For hygiene and product-safety reasons, personal-care, beauty, cosmetic, grooming, and hygiene products generally cannot be returned once they have been:

  • Opened

  • Unsealed

  • Used

  • Tested

  • Applied

  • Contaminated

  • Removed from hygienic or protective packaging

Examples may include, but are not limited to:

  • Cosmetics

  • Serums

  • Skincare

  • Haircare

  • Applicator products

  • Grooming products

  • Personal-care accessories

  • Other products intended for direct personal use

This restriction does not apply where the product is defective, damaged, incorrectly supplied, or where applicable law requires a return or remedy.

Consumable & Perishable Products

For health, safety, contamination, and quality-control reasons, consumable or perishable products cannot ordinarily be returned once dispatched or delivered unless they arrive:

  • Damaged

  • Defective

  • Contaminated

  • Incorrect

  • Unsafe

  • Otherwise not as described

Examples may include:

  • Food products

  • Beverages

  • Consumable goods

  • Single-use products

  • Perishable products

  • Products with limited shelf lives

Where relevant, please provide photographs showing:

  • The product

  • Packaging

  • Expiry or best-before date

  • Lot or batch number

  • The issue being reported

Do not consume or continue using any product you reasonably believe may be unsafe.

Clothing, Apparel & Wearable Products

Where we approve a return of apparel or wearable goods, the item must be:

  • Unworn other than reasonably necessary to inspect fit where permitted

  • Unwashed

  • Unaltered

  • Free from stains, odours, makeup, deodorant, pet hair, or other signs of use

  • Complete with original tags where supplied

  • In its original packaging where reasonably possible

  • In resalable condition

Items showing signs of wear or use may be refused.

For non-EU/UK orders, ordering an incorrect size, colour, or style does not by itself create eligibility for a return unless we expressly offer exchanges or returns for that product.

Intimate Apparel & Hygiene-Sensitive Clothing

For hygiene reasons, the following products cannot be returned once opened, tried on, worn, or removed from protective hygienic packaging unless defective or incorrectly supplied:

  • Underwear

  • Intimate apparel

  • Swimwear where hygiene protection has been removed

  • Hosiery

  • Other hygiene-sensitive wearable products

This is subject to any rights required by applicable law.

Electronics & Functional Products

If an electronic or functional product appears defective, please contact us before attempting:

  • Disassembly

  • Modification

  • Repair

  • Alteration

  • Replacement of internal components

We may ask you to perform reasonable troubleshooting steps or provide a short video showing the issue.

Damage caused by misuse, improper handling, unauthorised modification, accidental damage, or use outside the product's stated instructions may not qualify as a manufacturing defect.

Nothing in this section excludes rights that cannot legally be excluded.

Final Sale Items

For orders delivered outside the European Union and United Kingdom, the following may be designated as Final Sale and cannot be returned, exchanged, or refunded for change-of-mind reasons:

  • Clearance items

  • Products specifically marked Final Sale

  • Certain discounted products

  • Promotional purchases

  • Limited liquidation offers

  • Certain bundle offers

If a Final Sale item arrives damaged, defective, incorrect, or otherwise qualifies for a remedy under applicable law, please contact us.

A Final Sale designation does not remove mandatory consumer rights relating to faulty or incorrectly supplied goods.

Bundles, Multi-Buys & Promotional Offers

Products purchased as part of a bundle, multi-buy, gift-with-purchase promotion, or promotional offer may be subject to additional conditions.

Where a discretionary return is approved for part of a bundle, the refund may be adjusted to reflect:

  • The value of items retained

  • Loss of the promotional discount

  • The standard price of items no longer qualifying for the promotion

Where a free promotional item was supplied as part of a qualifying purchase, we may require that promotional item to be returned with the order where permitted by law.

Used, opened, consumed, or otherwise non-returnable components of a bundle remain subject to the product-specific restrictions in this policy.

Return Eligibility

Where a return is approved, the returned product must generally be:

  • Unused

  • Unworn

  • Unwashed

  • Unaltered

  • Complete

  • In its original condition

  • In original packaging where applicable

  • In resalable condition

  • Accompanied by proof of purchase

  • Returned with all accessories, components, manuals, gifts, and other included items where applicable

We reserve the right to refuse a discretionary return where the returned item does not meet these conditions.

Where legally permitted, deductions may be made for:

  • Missing components

  • Damage

  • Excessive handling

  • Diminished value

  • Evidence of use

  • Missing packaging or accessories

Return Authorisation

Do not send an item back until you have received written return authorisation and return instructions from our support team.

The return address may be different from:

  • The address printed on the original parcel

  • The manufacturer's address

  • The fulfilment centre

  • Our administrative or business address

Sending an item to an unauthorised address does not constitute a valid return.

Unauthorised returns may be:

  • Refused

  • Returned to the sender

  • Delayed

  • Unable to be identified or processed

Where a discretionary return is authorised, it must be shipped within 7 days of receiving the return instructions, unless otherwise agreed by us or required by applicable law.

Return Shipping

For approved discretionary returns, customers are responsible for return shipping costs unless otherwise agreed.

If an item is verified as:

  • Damaged

  • Defective

  • Incorrectly supplied

we will provide an appropriate resolution regarding return shipping where required by applicable law.

Original shipping charges, shipping insurance, priority processing fees, expedited delivery charges, and other service fees are non-refundable unless required by applicable law.

We strongly recommend using a tracked shipping service.

We are not responsible for authorised return parcels that are lost in transit before reaching the designated return location.

Restocking Fees

Where permitted by law, discretionary returns accepted by us may be subject to a restocking fee of up to 20% of the returned item's purchase price.

A restocking fee may reflect costs associated with:

  • Inspection

  • Processing

  • Repackaging

  • Handling

  • Diminished resale value

Restocking fees will not be applied where prohibited by law.

Restocking fees will not ordinarily apply where the return results from a verified defect, shipping damage, or an incorrect item being supplied.

Refunds

Once an authorised return is received, we will inspect the item and assess its eligibility.

If approved, the refund will be issued to the original payment method unless otherwise agreed or required.

Once we submit a refund, the time required for the funds to appear in your account depends on your:

  • Bank

  • Card issuer

  • Payment provider

This processing period is outside our control and may take several business days.

Shipping charges, shipping protection, insurance, priority processing fees, expedited shipping upgrades, and other service fees are non-refundable unless required by applicable law.

Orders Returned to Sender

Customers are responsible for providing accurate and complete delivery information.

Orders returned to us because of:

  • Incorrect or incomplete addresses

  • Failure to collect the parcel

  • Refusal of delivery

  • Failure to respond to a carrier

  • Failure to pay applicable import charges where the customer is responsible for those charges

may be eligible for reshipment at the customer's expense.

Where permitted by law, original shipping costs may not be refundable.

Additional shipping charges may apply if the customer requests reshipment.

Delivery Issues

Tracking showing delivery does not automatically establish that a delivery issue is impossible.

However, where tracking confirms delivery, we may request additional information before assessing a claim, including confirmation that you have:

  • Checked the delivery location

  • Checked with household members

  • Checked with neighbours where appropriate

  • Checked with reception, mailrooms, or building management

  • Contacted the delivery carrier where appropriate

Claims relating to missing deliveries should be submitted as soon as reasonably possible after the tracking status shows delivery.

We may assist with carrier investigations where appropriate.

Order Changes & Cancellations

Orders begin processing shortly after being placed.

We cannot guarantee that an order can be changed or cancelled after submission.

If an order has already entered fulfilment or been dispatched, cancellation may no longer be possible.

Please review your:

  • Products

  • Quantities

  • Variants

  • Shipping address

  • Contact details

carefully before completing checkout.

Chargebacks & Payment Disputes

We encourage customers to contact our support team first so that we have an opportunity to investigate and resolve genuine concerns.

If a payment dispute or chargeback is initiated, we may provide relevant information to the payment provider, including:

  • Order records

  • Transaction records

  • Tracking information

  • Delivery confirmation

  • Product information

  • Customer correspondence

  • Evidence relating to any replacement or refund

  • Relevant terms and policies accepted at the time of purchase

Nothing in this section limits any lawful right to dispute an unauthorised or otherwise legitimately disputed transaction.

European Union Customers

If your order is delivered to a member state of the European Union, the following terms apply instead of any conflicting provisions above.

Nothing in this policy limits your mandatory rights under applicable European Union or local consumer protection law.

14-Day Right of Withdrawal

EU consumers generally have the right to withdraw from qualifying distance purchases within 14 days of receiving the goods without providing a reason.

To exercise this right, please notify us within the applicable 14-day period by contacting:

hello@stitchandhue.com

After notifying us, qualifying goods must generally be returned within 14 days.

Condition of Returned Goods

You may inspect goods to the extent reasonably necessary to establish their:

  • Nature

  • Characteristics

  • Functioning

Where goods have been handled beyond what is reasonably necessary, we may make an appropriate deduction for loss in value where permitted by applicable law.

Return Shipping

Unless the goods are faulty, damaged, incorrectly supplied, or applicable law provides otherwise, you may be responsible for the cost of returning goods under the right of withdrawal.

Refunds

Where the statutory right of withdrawal applies, eligible refunds will be made in accordance with applicable law.

Where required, standard outbound delivery charges paid with the original order will also be refunded.

Additional costs resulting from your choice of premium, express, expedited, or non-standard delivery may not be refundable.

Exceptions to the Right of Withdrawal

The statutory right of withdrawal may not apply to certain goods where excluded by applicable law, including, where relevant:

  • Custom-made goods

  • Personalised goods

  • Goods liable to deteriorate or expire rapidly

  • Sealed goods unsuitable for return for health protection or hygiene reasons once unsealed after delivery

  • Other goods specifically exempt under applicable consumer protection legislation

Nothing in this section affects statutory remedies available for faulty, damaged, unsafe, or incorrectly supplied goods.

United Kingdom Customers

If your order is delivered to the United Kingdom, the following terms apply instead of any conflicting provisions above.

Nothing in this policy limits your statutory rights under applicable UK consumer protection legislation.

14-Day Cancellation Right

UK consumers generally have the right to cancel qualifying distance purchases within 14 days of receiving the goods without giving a reason.

To exercise this right, please notify us within the applicable cancellation period by contacting:

hello@stitchandhue.com

After notifying us, qualifying goods must generally be returned within 14 days.

Condition of Returned Goods

You may inspect goods to the extent reasonably necessary to establish their:

  • Nature

  • Characteristics

  • Functioning

Where goods have been handled beyond what would reasonably be permitted in a retail shop, we may make an appropriate deduction for loss in value where permitted by UK law.

Return Shipping

Unless goods are faulty, damaged, incorrectly supplied, or UK law provides otherwise, customers may be responsible for the cost of returning goods following cancellation.

Refunds

Eligible refunds will be made in accordance with applicable UK law.

Where required, standard outbound delivery charges paid with the original order will also be refunded.

Additional costs associated with premium, express, expedited, or other non-standard delivery services may not be refundable.

Exceptions to the Cancellation Right

The statutory cancellation right may not apply where excluded by UK law, including, where relevant:

  • Custom-made goods

  • Personalised goods

  • Goods liable to deteriorate or expire rapidly

  • Sealed goods unsuitable for return for health protection or hygiene reasons once unsealed after delivery

  • Other goods exempt under applicable UK consumer protection legislation

Nothing in this section affects statutory remedies available for faulty, damaged, unsafe, or incorrectly supplied goods.

Applicable Consumer Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict, or modify any consumer guarantee, statutory right, remedy, or protection that cannot lawfully be excluded or restricted.

Where applicable consumer law provides you with greater rights than this policy, those statutory rights will apply.

Contact Us

For return requests or questions regarding this policy, please contact:

hello@stitchandhue.com

Please include your order number in all correspondence.

For damaged, defective, incorrect, incomplete, or functional product claims, please also include the supporting photographs or videos described above so that we can assess your request without unnecessary delays.