Refund policy

1. Return Period

2. Return Shipping & Fees

3. Conditions for Change of Mind

4. Initiating a Return

5. Damages and Issues

6. Non-Returnable Items

7. Exchanges

8. Refunds

9. Refund Follow-Up

10. Green Returns

11. Product Presentation

12. Transparency Promise

📜 General Return & Refund Policy

We are committed to ensuring a transparent and fair shopping experience. This Return & Refund Policy combines statutory UK consumer rights with our extended customer-friendly terms.

 

1. Return Period

Change-of-mind returns are available only to customers located in the United Kingdom in accordance with UK consumer regulations and our extended return policy. To initiate a change-of-mind return or exchange request, UK customers must notify us within the applicable timeframes stated below.

UK customers must notify us within 14 days of receiving the item to qualify for a refund under UK consumer law.  As an additional customer-friendly benefit, we offer an extended exchange window of up to 30 days from delivery. This extended period applies to exchanges only and does not extend the statutory refund period.

Exchange requests made after the 14-day statutory refund period remain eligible for exchange only, subject to availability and approval. After 30 days from delivery, we cannot accept change-of-mind return or exchange requests unless the item is defective, damaged, or incorrect.

🌍 Return Shipping & Fees

Return shipping costs are the customer’s responsibility unless the item is defective, damaged, or incorrect due to an error on our part.

• Restocking Fee: £0.00 (We do not charge a fee for processing your return).
• Return Shipping: Change-of-mind returns and exchanges are available only to customers located within the United Kingdom.
  For customers outside the United Kingdom, returns or replacements are accepted only where the item is defective, damaged, or incorrect.

• Defective Items: If the item is defective, damaged, or incorrect, we will cover 100% of the return shipping costs.

2. Eligibility Conditions for Returns (Change of Mind—UK Only)

To be eligible for a change-of-mind return, items must be:

• In the same condition as received (unused and unworn)
• Returned with all original tags attached
• In the original, undamaged packaging (e.g., shoe box, dust bag, protective wrapping)
• Accompanied by proof of purchase (order confirmation or receipt)

⚠️ Items returned missing tags or packaging or showing signs of use beyond what is necessary for inspection may be refused or may be subject to a reasonable deduction reflecting the diminished value of the item.

 

3. Initiating a Return

To request a return, please email support@comfyelegance.com with your order number and relevant details.

Returns sent without prior approval will not be accepted.

Once approved, items must be returned to our fulfilment centres within the United Kingdom. Upon approval of your return request, you will be provided with the specific address of the returns centre closest to your location.

 

4. Damages and Issues (Defective / Wrong Items)

Please inspect your order upon delivery.

If an item is defective, damaged, or incorrect, customers worldwide must notify us within 30 days of delivery and provide clear photographic evidence where applicable.

In these cases:

• We will cover the return shipping costs.
• You may choose between:
  
• A full refund to your original payment method, or
• A replacement (if available)
  

⚠️ Products do not need to be returned in their original packaging where the fault is inherent, unless the damage was caused by misuse or negligence.

 

5. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns or exchanges for the following items, unless they are faulty or incorrect:

• Intimate or hygiene-sensitive items, including but not limited to underwear, lingerie, swimwear (if the hygiene seal is removed), shapewear, socks, hosiery, and similar items that come into direct contact with the body
• Sleepwear or loungewear that has been worn, washed, or shows signs of use
• Personalised or custom-made items
• Gift cards and digital products once downloaded or used

Items clearly designated as “Final Sale” at the time of purchase are not eligible for change-of-mind returns or refunds, in accordance with UK consumer law exemptions, except where the item is faulty, damaged, or incorrect.

This exclusion complies with the hygiene and health protection exemption under UK consumer law.

 

6. Exchanges

Exchanges are available for the same product in a different size or colour, subject to availability. Purchased Wrong Size (UK Only):

If a customer has purchased an incorrect size due to personal preference and the request is made within 14 days of delivery, the customer may choose between a refund in accordance with UK consumer law or an exchange (subject to availability).

If the request is made after the 14-day statutory refund period but within the extended 30-day exchange window, we may offer an exchange subject to availability.

If the requested size is unavailable during the extended exchange period, store loyalty credit may be offered at our discretion. If declined, the exchange request will be closed without further action.

All exchange requests require prior approval and must meet the same eligibility conditions as returns.

Exchanges do not support price differences and are processed only after the original item is returned and approved.

 

7. Refunds

Once we receive and inspect your return, we will notify you of the approval status.

Approved refunds are issued within 10 business days after approval to the original payment method used at checkout.

Please note that it may take an additional 5–10 business days for the refunded amount to appear on your bank or card statement, depending on your bank or payment provider.

If more than 15 business days have passed since approval and you have not received your refund, please contact us at support@comfyelegance.com for assistance.

 

📧 Refund Follow-Up Communication

If you have not received your refund within the stated timeframe, please contact us at support@comfyelegance.com using one of the following subject lines:

• For general refund enquiries: use this subject lines “Refund Status – Order #XXXX”

• If more than 15 business days have passed since approval and the refund has not appeared in your account: "Refund Not Reflected—Order #XXXX”

Please include:  • Your full name  • Order number  • Date of refund approval (if available)  • Any reference number provided during the return process

Requests submitted without sufficient identifying details may experience delays.

 

8. Green Returns

We may apply a green returns approach in selected cases at our sole discretion. Each return request is reviewed individually, and in certain circumstances a resolution may be offered without requiring the item to be returned. Customers will be informed of the final decision following review.

 

9. Product Presentation & Visual Representation

We are committed to transparent product presentation.

Some product images displayed on our website may include styled mockups, digital visualisations, or AI-assisted presentations used to demonstrate design, fit inspiration, or styling concepts.

Unless explicitly stated otherwise, images should be considered illustrative representations intended to help customers visualise the product.

Actual product appearance, fit, colour tone, or fabric drape may vary slightly due to lighting conditions, screen settings, production variations, or manufacturing batches.

We do not intentionally misrepresent any product. The physical item delivered will always correspond to the product description, specifications, and selected variant at checkout.

 10. Transparency Promise

• Change-of-mind returns are available only to customers in the United Kingdom
• For customers outside the UK, returns are accepted only for defective, damaged, or incorrect items
• Return shipping is covered by us for faulty or incorrect items
• Refunds are always processed using the original payment method

Where any section of this policy appears inconsistent, the Transparency Promise section shall prevail and clarify the intended application of this policy.

⨀ By purchasing from our store, you acknowledge and agree to this Return & Refund Policy.