Refund policy
At Southend Clo, we want you to shop with confidence. This Returns & Refund Policy
complies with applicable European Union consumer protection legislation, including
Directive 2011/83/EU on consumer rights.
1. Right of Withdrawal (EU Customers)
You have the legal right to withdraw from your purchase within 14 calendar days from
the date you receive your order, without providing any reason.
To exercise your right of withdrawal, you must notify us in writing (via email) before the
14-day period expires.
Email: info@southendclo.com
Please include your order number and full name.
2. Return Conditions
To qualify for a full refund:
- Items must be returned in their original condition
- Items must be unworn and unused beyond necessary inspection
- All original tags must be attached
- The product must be returned in its original packaging
If the item shows signs of use beyond what is necessary to determine its nature,
characteristics, and functioning, we reserve the right to deduct an appropriate amount
from the refund.
3. Return Process
- Contact us at [Insert Email] within 14 days of receiving your order.
- You will receive return instructions.
- Ship the item back to the address provided within 14 days after notifying us.
Returns sent without prior communication may experience delays in processing.
4. Return Shipping Costs
Unless the product is defective or incorrect:
- The customer is responsible for return shipping costs.
- We recommend using a trackable shipping service.
- Southend is not responsible for returns lost in transit.
If the return is due to our error (defective or wrong item), we will cover return shipping
costs.
5. Refunds
Once we receive and inspect the returned item, we will notify you of the approval or
rejection of your refund.
If approved:
- The refund will be issued to the original payment method.
- Refunds are processed within 14 days from the date we receive the returned
goods or proof of return shipment (whichever comes first).
Original standard delivery costs will be refunded as required by EU law.
Additional delivery costs (e.g., express shipping) are non-refundable.
6. Exchanges
We do not automatically process exchanges. If you wish to change size or item, we
recommend placing a new order and returning the original item according to this policy.
7. Defective or Incorrect Items
If you receive a defective or incorrect product:
- Contact us within 48 hours of delivery
- Provide photos and your order number.
We will arrange replacement or full refund, including shipping costs.
8. Non-Returnable Items
The right of withdrawal does not apply to:
- Sealed goods that are not suitable for return for hygiene reasons and were
unsealed after delivery (if applicable). - Custom or personalized items.
This does not affect your statutory rights regarding faulty goods.