Return & Refund Policy
This Return & Refund Policy explains the conditions and procedures that apply when customers purchase Women’s Tops, Women’s Shirts & Blouses, Women’s Loungewear, and other eligible products from our online store. This policy is intended for customers purchasing through our website in the United Kingdom and does not affect any statutory rights available under applicable UK consumer law.
1. Right to Cancel an Online Order
Customers purchasing goods online generally have the right to change their mind and cancel eligible purchases.
You must inform us of your decision to cancel within 14 days after receiving the goods.
If an order contains several items delivered separately, the cancellation period begins after you receive the final item included in that order.
You do not need to provide a reason for exercising your cancellation right.
To request a cancellation or return, contact us at:
Email: support@alderton.online
Telephone: +44 7601077759
Return correspondence address: 51 KENNEDY AVENUE, HIGH WYCOMBE, HP11 1BX
Please provide sufficient information for us to identify your purchase, such as your order details and the items you wish to return.
2. Returning Goods After Cancellation
After informing us that you wish to cancel your purchase, you must return the relevant goods within 14 days.
Please package returned products carefully to reduce the risk of damage during transportation.
Unless otherwise agreed or required by applicable consumer law, customers are responsible for arranging the return of unwanted products.
We strongly recommend keeping evidence showing that the returned parcel has been sent until your return and refund have been completed.
Please do not send goods to an address other than the return address provided by us for your return.
3. Condition of Returned Clothing
Customers may inspect and try on clothing to the extent reasonably necessary to determine its nature, characteristics, appearance, size and fit, in a similar manner to what would normally be permitted when examining clothing in a physical shop.
Returned products should, where reasonably possible:
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Be clean and in a suitable condition for inspection
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Be returned with any original tags that remain available
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Include any accessories or components supplied with the product
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Be protected appropriately during return transportation
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Be free from avoidable stains, strong odours or damage caused after delivery
Your statutory cancellation rights are not automatically removed simply because packaging has been opened or clothing has been tried on.
However, where handling goes beyond what is reasonably necessary to inspect the goods and causes a reduction in their value, we may make a lawful deduction from the refund to reflect that reduction.
4. Clothing That Has Been Used Beyond Reasonable Inspection
Returned clothing should not be worn for extended periods or used in a manner beyond what is reasonably necessary to check size, appearance, material and fit.
Examples of handling that may reduce the value of clothing include substantial wear, washing, alteration, staining, damage, exposure to strong perfumes or other treatment that would not normally be necessary when trying the product in a shop.
Where permitted by law, any appropriate reduction in a refund will be assessed according to the actual reduction in the value of the returned product.
5. Faulty, Damaged or Incorrect Products
If an item arrives faulty, damaged, materially different from its description, or if you receive an incorrect item, please contact us as soon as reasonably possible.
Please provide your order information and a description of the problem so that we can review the matter.
Where appropriate, we may request photographs or other reasonable information showing the condition of the goods. This is intended to help us investigate the issue efficiently and does not remove any statutory rights.
Eligible remedies may include a refund, repair or replacement depending on the circumstances and the rights available under applicable UK consumer law.
6. Your Statutory Rights for Faulty Goods
Nothing in this policy limits your legal rights where goods are faulty, not as described, not of satisfactory quality or otherwise fail to meet applicable legal requirements.
Different legal remedies and time periods may apply to faulty goods compared with ordinary change-of-mind returns.
Where a customer has a legal right to reject faulty goods and receive a refund, that statutory right will take priority over any more restrictive provision in this policy.
7. Change-of-Mind Returns
For eligible online purchases, you may cancel your order within the statutory cancellation period even when there is nothing wrong with the product.
You should notify us within 14 days after receiving the goods and return them within the applicable return period after giving notice.
The product should only have been handled to the extent reasonably necessary to inspect its characteristics and fit.
8. Products That May Be Excluded From Change-of-Mind Cancellation
Certain categories of products may legally be excluded from the ordinary right to cancel.
This may include:
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Goods made to a customer's individual specifications
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Clearly personalised products
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Sealed goods that are unsuitable for return for genuine health or hygiene reasons once the relevant seal has been broken
An exclusion will only be applied where the circumstances and applicable UK law allow it.
Ordinary clothing is not automatically excluded from cancellation simply because it has been tried on.
9. How to Request a Return
To begin a return, contact:
You may also contact us by telephone at:
+44 7601077759
When contacting us, please provide information that allows us to identify the order and understand your request.
Useful information may include:
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Order details
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Name used for the purchase
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Product being returned
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Quantity being returned
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Reason for contacting us, particularly where an item is faulty, damaged or incorrect
A reason is not required when exercising a valid statutory change-of-mind cancellation right.
10. Return Packaging
Please package returned goods securely.
Where reasonably possible, you may use the original packaging, but the availability of original packaging will not by itself determine whether you have a legal right to return a product.
The customer should take reasonable care to prevent avoidable damage while the goods are being returned.
If additional packaging is necessary to protect the goods during transportation, it should be suitable for the product being returned.
11. Return Shipping Costs
For ordinary change-of-mind returns, the customer may be responsible for the direct cost of returning the goods where this is permitted by applicable law.
Where products are faulty, damaged, incorrect or otherwise do not conform to the contract, return costs will be handled in accordance with the customer's statutory rights and applicable UK consumer law.
Customers should contact us before returning faulty or incorrect goods so that appropriate return arrangements can be confirmed.
12. Refund Amount
Where a valid cancellation applies, the refund will normally include the amount paid for the eligible returned goods.
Where required by law, we will also refund the cost of the least expensive standard delivery option offered for the original order.
If you selected a more expensive delivery method, such as an enhanced or expedited delivery service, we are not required to refund the additional amount above the standard delivery cost unless applicable law requires otherwise.
Any lawful deduction for excessive handling will be based on the reduction in value caused by handling beyond what was reasonably necessary to inspect the goods.
13. Refund Processing Time
For eligible cancelled orders, refunds will be processed without undue delay and within the period required by applicable UK consumer law.
Where goods must be returned, we may generally wait until we receive the goods back or until you provide appropriate evidence that the goods have been sent back, whichever occurs first, before completing the refund.
Where applicable, refunds will normally be completed within 14 days after the relevant refund obligation arises.
14. Refund Method
Refunds will ordinarily be issued using the same payment method used for the original transaction unless another method has been expressly agreed.
Customers will not be charged an additional fee simply because we process a valid statutory refund.
The time required for the refunded amount to appear in your account after it has been processed may depend on your bank, card provider or payment service provider.
15. Exchanges
If you would like a different size, colour or product, please contact us to determine the available options.
An exchange is subject to product availability.
Where a direct exchange cannot be offered, you may need to return the original product for a refund and place a new order for the desired item.
Your statutory rights concerning cancellation, refunds and faulty goods are not affected by the availability or unavailability of an exchange.
16. Sale and Discounted Products
Products purchased during a sale, promotional event or at a discounted price remain subject to applicable UK consumer rights.
A product being discounted does not remove statutory rights concerning faulty goods or eligible online cancellation.
Where a reduction in price was specifically disclosed because of a particular defect, your rights concerning that disclosed defect may depend on the circumstances.
17. Refused or Undeliverable Parcels
If a parcel is refused, not collected or returned to us because delivery could not be completed, we will review the order once the goods have been returned.
Any refund or deduction will be determined according to the circumstances, the reason for the failed delivery and applicable consumer law.
A parcel being returned to us automatically does not necessarily replace the requirement to communicate a cancellation where such notice is legally required.
18. Missing Items or Delivery Problems
If your order arrives with an item missing, contains the wrong product, or appears to have been damaged during delivery, please contact us promptly.
Please retain the goods and relevant packaging while the matter is being reviewed where reasonably possible.
We may request reasonable information needed to investigate the delivery and provide an appropriate solution.
19. Abuse of the Returns Process
We reserve the right to investigate return requests where there is reasonable evidence of fraud, deliberate damage, misuse of the returns process or an attempt to obtain a refund for goods that were not purchased from us.
This provision will not be used to prevent customers from exercising legitimate statutory rights.
Any decision concerning a disputed return will be made based on the available evidence and applicable UK consumer law.
20. Contact Information
For questions about returns, refunds, cancellations, faulty products or incorrect orders, please contact:
Alderton
51 KENNEDY AVENUE
HIGH WYCOMBE
HP11 1BX
United Kingdom
Email: support@alderton.online
Telephone: +44 7601077759
This Return & Refund Policy is intended to operate alongside, and not replace or restrict, the statutory rights available to consumers under applicable United Kingdom consumer protection law.