We do our best to ensure all of our customers enjoy a happy shopping experience with Flannels.com however occasionally you may need to return an item.
In store purchases
Please return your purchases to either the store you purchased from or your local store.
To return an item(s) firstly print the Returns Form, complete it and return it with your invoice and goods to:
The Flannels Group Ltd,
We would recommend that you return your items via registered post. Please clearly state on the invoice the reason for return and whether you require a refund or exchange, We are only able to exchange items for the same product.
Personalised Items are non-returnable. Some goods are non-returnable for hygiene reasons. Please note that this does not affect your statutory rights.
If a full refund including original delivery costs is required then the entire order needs to be returned back to us within fourteen (14) working days. However you will be responsible for the cost of returning the goods to us. If a refund is payable to you we will process the refund as soon as possible, and, in any case within fourteen (14) days.
Customers will have 14 days from the date received to send an item back to us for a refund to be issued. There will be an additional 14 days, totalling 28, to send an item back to for an exchange on the same product code in different colour or size. This return policy is specific to online purchases only.
Items such as underwear cannot be returned for hygiene reason. In the event that underwear is received these will be returned to the address listed on the order.
The returned goods do not need to be in their original packaging however they need to be in a sellable condition. Return postage is at your own cost and risk.
You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.
Our returns policy does not affect your statutory rights.
If you return goods claiming they are defective, we will examine the returned goods and will notify you of your refund via e-mail within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case within thirty (30) days of the day we confirm via e-mail that you are entitled to a refund for defective goods.
If a refund or reimbursement is payable to you, we will transfer the money using the same method originally used by you to pay for your purchase. If we cannot refund via the original payment then a cheque will be raised to the address on the order (except in the case of a full or part purchase of goods using a Gift Card, as detailed below).
If any product purchased with a Gift Card is subsequently exchanged for a product of a lower price, any money owing will only be issued as a Gift Card. If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card’s original value, any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned good(s), we will issue you with a new Gift Card to the value payable to you up to the amount of the card’s original value.