Refund policy
EFFECTIVE FROM: 11 October 2024
This policy applies to all purchases made via nathandownie.com. It forms part of our Terms, Privacy Policy, and Shipping Policy. We may update this policy from time to time.
1) Final sale basis (statutory rights respected)
We operate on a final sale basis. We do not accept returns or offer refunds for change of mind except where required by applicable consumer law.
If you are shopping from the UK or EU, you may have a legal right to cancel an online purchase within 14 days of delivery for eligible items (the “cooling-off period”).
Some purchases may be exempt from this right (for example, items that are genuinely personalised or made to a customer’s specifications).
2) Made-to-order items
Many of our items are made to order. Please review product details (including sizing) carefully before placing an order.
“Made to order” does not remove statutory rights. Where the law requires cancellation/returns, we will follow the applicable legal rules.
3) Damage, defects, or fulfilment errors
If your order arrives damaged, misprinted, defective, or incorrect due to fulfilment, we will resolve it.
-Submit your claim within 30 days of receiving your order.
-Include:
- Full name
- Order number
- Clear photo/video evidence of the issue
Where appropriate, we will arrange a replacement (and in some cases a refund).
4) Exchanges
We don’t offer exchanges for preference-based reasons (e.g., ordering the wrong size, colour preference, or change of mind), except where required by law.
5) How to request a legally applicable cancellation/return
If you believe you have a legal right to cancel:
-Contact us via our Contact page within the required timeframe and include your order number.
-If a return is required, items must be returned unused, in original condition.
-Unless the item is defective/incorrect, return shipping costs are the customer’s responsibility.
6) Contact
For all requests, please contact us via the Contact page and include your order number.