Returns & refunds

Draft. This document is awaiting legal review and is not yet final.

Last updated: [DATE]

We want you to love wearing OUS. If something is not right, this policy explains what you can do. It does not affect your legal rights.

At a glance

1. Changed your mind

You can cancel your order for any reason within 14 days of the day you receive it. To cancel, tell us clearly by emailing [hello@ouslabel.com] with your order number and the items you are returning, or by using the cancellation form below. You do not have to use the form.

• You must then send the items back within 14 days of telling us you want to cancel.
• Items should be unworn, unwashed and in the condition you received them, with any tags attached. You can handle items as you would in a shop to check size and fit.
• If an item has been worn, washed or damaged beyond what is needed to check it, we may reduce your refund to reflect the loss in value.
• You are responsible for the cost of returning items. We recommend a tracked service and keeping proof of postage, as the item remains your responsibility until it reaches us.

Return address: [RETURNS ADDRESS]. Please include a note with your name and order number.

Exchanges

We do not offer direct exchanges. If you need a different size or colour, please return the original item for a refund and place a new order.

Your refund

• We will refund the price of the items and the original standard delivery charge (if you return your whole order). If you chose a more expensive delivery option, we only refund the cost of our cheapest standard delivery.
• We will refund you within 14 days of receiving the items back or of you giving us evidence you have sent them back, whichever is earlier.
• We refund to your original payment method. Amounts paid by gift card are refunded to a gift card.
• Where only part of an order is returned and the remaining items still qualify for free delivery, delivery charges are not refunded. Where the return takes the order below the free delivery threshold, we will not deduct the delivery charge from your refund.

Items we cannot accept back for change of mind

• Gift cards once they have been redeemed (see Gift Card Terms).
• [Sealed hygiene items, such as face coverings or underwear, once unsealed. Not currently sold.]

2. Faulty, misprinted or not as described

Every OUS piece is quality checked before dispatch, but if something is wrong, please email [hello@ouslabel.com] with your order number, a short description and clear photos of the issue (and of all affected items together if more than one). Please let us know as soon as possible, ideally within 30 days of delivery, so we can resolve it quickly. Reporting later does not remove your legal rights.

Depending on the issue and when you tell us, we will offer a replacement, a repair or a full refund including delivery costs. In most cases we will not need the item back. If we do, we will send you a prepaid returns label or reimburse your reasonable return postage.

Examples of faults include incorrect or poor quality printing, holes, seams coming apart and items that do not match the description. Normal wear and tear, damage caused by not following the care instructions and small variations in colour or print position are not faults.

3. Damaged in transit or wrong item

If your order arrives damaged or you receive the wrong item, please email us within 30 days of delivery with photos of the item and the packaging and the delivery label. We will send a replacement or refund you in full.

4. Lost or undelivered parcels

Please see our Delivery Policy. If your order was returned to us because the address you gave was incorrect or incomplete, or because it was not collected, we will contact you to arrange re-delivery (we may charge the delivery cost again) or give you a refund less the original delivery charge.

5. Contact

Email [hello@ouslabel.com] with your order number. [OUS LABEL LIMITED], [REGISTERED ADDRESS].

Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)

To: [OUS LABEL LIMITED], [RETURNS ADDRESS], [hello@ouslabel.com]

I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on: ________________ Received on: ________________

Order number: ________________

Items: ______________________________________________

Name of consumer: ______________________________________

Address of consumer: ____________________________________

Signature of consumer (only if this form is notified on paper): ____________

Date: ________________