Returns window
You have 14 days from the date you receive your order to let us know you'd like to return it, and a further 14 days to send it back to us once you've told us. This reflects your statutory right under the Consumer Contracts Regulations 2013.
Condition of returned items
To be accepted for a refund, items must be:
Unworn, unwashed, and unused
In their original condition with all tags and packaging intact
Free of makeup, deodorant, perfume, or other marks
Items returned without meeting these conditions may be refused or subject to a reduced refund reflecting any loss in value.
How to return an item
Email [returns@haveconsistency.com] with your order number and the item(s) you'd like to return. We'll confirm the return and provide instructions.
Return shipping
Return postage is the customer's responsibility, except where the item is faulty or we sent the wrong item. We'd recommend using a tracked service, as we can't take responsibility for returns lost in transit.
Refunds
Once we've received and inspected your return, we'll process your refund to your original payment method within 14 days. We'll email you to confirm once it's on its way.
Faulty or incorrect items
If an item arrives faulty, damaged, or isn't what you ordered, contact us within 30 days and we'll cover return postage and offer a full refund, replacement, or repair, in line with your rights under the Consumer Rights Act 2015. This applies regardless of the 14-day window above.
Exchanges
We currently don't offer direct exchanges — please return the original item for a refund and place a new order for the size or item you'd like instead. This keeps stock accuracy simple while we're a small operation, and we may revisit this as we grow.
