At Aiden Wear Ltd, we want you to be satisfied with your purchase. This Returns & Refunds Policy explains how returns, exchanges, refunds, faulty products, damaged items, and order issues are handled for purchases made through aidenwear.com.
This policy is intended to operate alongside your statutory consumer rights. Nothing in this policy is intended to exclude, restrict, or limit any consumer rights that cannot legally be excluded or restricted.
1. About Us
Our online store is operated by:
Aiden Wear Ltd 20 George Street Macduff United Kingdom AB44 1SX
Please contact our customer service team before sending any product back to us.
Email:
payment@aidenwear.com
Please provide:
Your order number
Your name
The email address used to place the order
The product you wish to return
The reason for the return, where applicable
Photographs or other supporting information if the product is damaged, faulty, or incorrect
Our customer service team will review your request and provide the appropriate return instructions.
Please do not send a return to our registered business address unless we specifically instruct you to do so.
3. Change-of-Mind Returns
Where applicable, customers purchasing online may have a statutory right to cancel their purchase within the applicable cancellation period.
If you decide that you no longer want an item, please contact us within the applicable period and follow the return instructions provided by our customer service team.
Returned products should generally be in a condition that allows them to be inspected and, where appropriate, resold.
Certain statutory exceptions may apply to specific products, including personalised or made-to-order products and certain goods that cannot be returned for health, hygiene, or other legally recognised reasons.
4. Condition of Returned Products
Unless otherwise required by law, returned products should be:
Unworn
Unwashed
In their original condition
Free from avoidable damage, stains, odours, or excessive signs of use
Returned with original packaging, labels, or accessories where reasonably possible
Customers may inspect clothing in a reasonable manner to determine its nature, characteristics, and functionality.
Where permitted by applicable law, we may take account of any diminished value resulting from handling beyond what is reasonably necessary for inspection.
5. Clothing Hygiene
For health and hygiene reasons, please ensure that returned clothing is clean and free from makeup, perfume, body products, stains, pet hair, or other contamination.
Items that have been worn beyond reasonable inspection may not be eligible for a change-of-mind return where the law permits us to take account of the resulting diminished value.
Nothing in this section affects your statutory rights in relation to faulty, damaged, or incorrectly supplied products.
6. Faulty Products
If you believe that a product is faulty or does not meet the required standard, please contact us as soon as reasonably possible.
Please provide:
Order number
Description of the problem
Photographs or videos where appropriate
Any other information reasonably required to assess the issue
We will review the matter and provide an appropriate remedy in accordance with applicable consumer protection law.
Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement, price reduction, refund, or another legally available remedy.
7. Damaged Products
If an item arrives damaged, please contact us promptly.
Please provide photographs of the product and, where possible, the packaging and shipping label.
This information may help us investigate the issue with the relevant delivery service.
We will assess the circumstances and provide an appropriate resolution in accordance with applicable law.
8. Incorrect Products
If you receive an item that is different from the product you ordered, please contact us before returning it.
Please provide your order number and details of the incorrect item.
Where appropriate, we will provide return instructions and arrange an appropriate solution.
If the incorrect item was supplied due to an error on our part, we will take reasonable steps to resolve the issue without unfairly charging you for correcting our mistake.
9. Missing Items
If an item appears to be missing from your order, please contact us at:
payment@aidenwear.com
Please provide your order number and details of the missing product.
We will review your order and shipping information and assist you with the matter.
10. Exchanges
We may offer exchanges for eligible products, subject to availability.
If you would like to exchange an item, please contact us before returning the product.
If the requested replacement is unavailable, we may offer another appropriate solution, including a refund where applicable.
11. Refunds
Once an eligible return has been received and reviewed, we will process the applicable refund in accordance with our policy and applicable law.
Refunds will normally be issued to the original payment method used to place the order, unless otherwise agreed or required by law.
After we issue a refund, the time required for the funds to appear in your account may depend on your payment provider or financial institution.
12. Statutory Cancellation Refunds
Where a customer exercises a statutory cancellation right, refunds will be handled in accordance with applicable consumer protection law.
Where permitted by law, we may wait to issue a refund until we have received the returned goods or the customer has provided evidence that the goods have been returned, whichever occurs first.
Where applicable, the refund may include the standard delivery cost paid for the original order, subject to the requirements and limitations of applicable law.
Where a customer selected a more expensive delivery option than the standard delivery option offered by us, the additional cost may not be refundable where permitted by law.
