At Oex Clothing, we want you to feel confident when shopping with us. We aim to provide a smooth shopping experience, from placing your order to receiving your products. If you are not completely satisfied with your purchase, our Refund and Returns Policy explains how to request a return, exchange, or refund.

Please read the following terms carefully before submitting a return request.

1. Return Eligibility

You may request a return for eligible items within 30 days of receiving your order, provided the items meet our return conditions.

To qualify for a return, items must:

  • Be unused and unworn.

  • Be in their original condition.

  • Include original packaging, labels, and accessories where applicable.

  • Be accompanied by your order number or proof of purchase.

  • Not show signs of damage caused by misuse, improper handling, or normal wear and tear.

Certain products may be subject to additional return conditions. Please contact our customer support team if you are unsure whether your item qualifies.

Your statutory consumer rights remain unaffected by this policy.

2. How to Request a Return

To initiate a return, please follow these steps:

Step 1: Contact Us

Contact our customer support team with your order number, the name of the product you wish to return, and the reason for your request.

Step 2: Receive Return Instructions

Our team will review your request and provide instructions on how to proceed with your return.

Step 3: Prepare Your Package

Pack the item securely in its original packaging where possible. Include any relevant accessories and your order information.

Step 4: Send Your Return

Send the package using the return instructions provided by our support team. We recommend using a tracked delivery service and keeping your proof of postage until your return has been resolved.

Please do not send items to an address without first confirming the correct return destination with our team.

3. Refund Policy

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed using your original payment method wherever possible.

Please allow approximately 5–10 business days for the refund to appear in your account after it has been processed. The actual time may vary depending on your payment provider or bank.

Where applicable, refunds will be issued in accordance with your statutory rights and any relevant cancellation requirements.

Original standard delivery charges will be refunded when required by applicable law. Additional charges for premium or express delivery may not be refundable where the law permits.

4. Damaged, Defective, or Incorrect Items

We want you to receive the correct products in satisfactory condition.

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible.

To help us resolve the issue, please provide:

  • Your order number.

  • A description of the problem.

  • Clear photographs of the item and its packaging, where appropriate.

Our customer support team will review your case and explain the available options.

Depending on the circumstances and applicable consumer law, you may be entitled to a replacement, repair, refund, or another appropriate remedy.

You will not be required to pay return postage for faulty, damaged, or incorrectly supplied items where the law requires us to cover those costs.

5. Exchanges

If you wish to exchange an item for a different size, colour, or product, please contact our customer support team before returning it.

Exchanges are subject to product availability and eligibility.

If an exchange is unavailable, we will explain the alternative options, which may include returning the eligible item for a refund and placing a new order.

Any exchange arrangement will be handled in accordance with your statutory rights.

6. Non-Returnable Items

Some items may not be eligible for return for reasons permitted by applicable law.

These may include:

  • Personalised or custom-made products, subject to applicable cancellation exceptions.

  • Sealed items that are unsuitable for return for health protection or hygiene reasons once unsealed, where the legal conditions for the exception are met.

  • Items damaged through misuse or accidental damage after delivery, where the damage is not attributable to a fault or our responsibility.

This section does not exclude any return, cancellation, refund, or other rights that you have under applicable consumer protection law.

7. Return Shipping Costs

For returns due to a change of mind, customers may be responsible for return shipping costs where this has been communicated as required by law.

For faulty, damaged, or incorrectly supplied items, Oex Clothing will cover reasonable return costs where required by applicable law.

Please contact our support team before sending a return so we can provide the appropriate instructions.

We recommend retaining your postage receipt and tracking information until your return has been completed.

8. Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact our customer support team as soon as possible.

We will do our best to stop the order before dispatch, but cancellation may not be possible once processing or shipping has progressed.

For eligible online purchases, UK consumers generally have a statutory right to cancel within 14 days of receiving the goods, subject to applicable exceptions. After notifying us of cancellation, you generally have a further 14 days to return the goods.

Certain products and circumstances are exempt from this right under the law.

Nothing in this policy limits your statutory cancellation rights.

9. Late, Missing, or Delayed Refunds

If you have been notified that your refund has been processed but have not received it, please take the following steps:

  1. Check your bank account or payment provider.

  2. Contact your card issuer or payment provider to ask whether the refund is pending.

  3. Allow the applicable processing period to pass.

  4. Contact our customer support team if the refund still has not appeared.

We will review your order and provide any available information to help resolve the issue.

10. Refunds for Sale Items

Items purchased during promotional events or sales are subject to the same statutory consumer protections as other products.

Sale items may be returned under our standard return conditions, provided they are eligible and meet the applicable requirements.

A discounted price does not remove your legal rights if a product is faulty, misdescribed, or otherwise fails to meet the requirements of applicable consumer law.

11. Your Consumer Rights

Nothing in this Refund and Returns Policy is intended to restrict or exclude your rights under applicable consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.

If a product is faulty, not as described, or does not meet the applicable legal requirements, you may have additional rights and remedies.

If any part of this policy conflicts with your statutory rights, your statutory rights will take precedence.

12. Contact Us

If you have any questions about our Refund and Returns Policy or need help with a return, exchange, or refund, please contact our customer support team through the contact page on our website.

Website: Oex Clothing
Online Store: https://oexclothing.uk/

When contacting us, please include your order number and a clear description of your enquiry so we can assist you efficiently.

Thank you for shopping with Oex Clothing. We appreciate your trust and strive to make your shopping experience as straightforward as possible.