Returns & Exchanges Policy

Effective Date: July 06, 2026

At OWEN TRENDS LTD, we want customers to feel comfortable shopping through owentrends.net. If you are not satisfied with an eligible purchase or need to resolve an issue with an item, this policy explains the available return, exchange, and refund procedures.

This policy operates alongside, and does not limit, any statutory consumer rights that apply to your purchase.

1. Our Return Approach

We accept returns for qualifying purchases when the relevant requirements are met.

For clothing that you simply decide is not right for you, please make sure the item remains in a condition suitable for resale and is returned within the applicable return period.

Before sending anything back, we recommend contacting our customer service team for the appropriate return instructions.

2. Condition of Returned Clothing

Returned items should generally be:

• Unworn and unused.

• Free from stains, makeup marks, perfume, or other noticeable odours.

• Unwashed.

• Unaltered.

• In reasonable original condition.

• Accompanied by original tags where applicable.

• Returned with original packaging where reasonably possible.

You may inspect clothing as you reasonably would in a shop.

However, where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics, and functionality, applicable law may allow a deduction reflecting any resulting reduction in value.

3. Statutory Cancellation Period

For qualifying online purchases, UK consumers generally have a statutory right to cancel a purchase within 14 days after receiving the goods, subject to applicable legal exceptions.

If you exercise this right, you must notify us within the applicable cancellation period and return the relevant goods within the period required by law.

This statutory cancellation right is separate from any additional voluntary returns policy we may offer.

4. Starting a Return

To request a return, please contact us at:

Email: payment@owentrends.net
Phone: +44 7462297900

Please include:

• Your order number

• Name used for the purchase

• Email address associated with the order

• Item you wish to return

• Reason for contacting us, where relevant

Our team will provide the applicable return instructions.

Please wait for return instructions before sending goods to an address that has not been confirmed by us.

5. Return Deadline

Items should be returned within the applicable return period communicated for your order.

For statutory cancellations, the applicable legal cancellation and return periods will apply.

If you are using an additional voluntary return option, any stated conditions for that option will also apply.

6. Return Postage

For a change-of-mind return, return postage may generally be paid by the customer unless we have stated otherwise or applicable law requires us to cover the cost.

If you receive an item that is faulty, damaged, incorrect, or not as described, please contact us before returning it.

Where we are legally responsible for return costs, we will handle them in accordance with applicable law.

7. Packaging Your Return

Please package your return carefully so that the clothing is protected during transportation.

Where possible:

• Use suitable protective packaging.

• Include relevant order information.

• Ensure the parcel is securely sealed.

• Keep your postage receipt.

• Use a tracked service where appropriate.

We are not responsible for issues arising from a customer’s chosen return carrier beyond our legal responsibilities.

8. Exchanges

We may offer exchanges for eligible products where the requested replacement is available.

An exchange may be requested for:

• A different size

• Another available variation

• The same product where replacement stock is available

Exchange availability depends on current inventory and the circumstances of the return.

If the requested item is unavailable, we may offer a refund or another appropriate solution.

9. Alternative Size Requests

If you ordered the wrong size and would prefer another size, please contact us before returning the item.

Where an exchange is available, our team will explain the relevant process.

For some orders, returning the original item for a refund and placing a new order may be the quickest way to secure the preferred size.

10. Faulty or Damaged Products

We take reasonable care to ensure products are supplied in suitable condition.

If an item arrives with a fault or is damaged in transit, please contact us as soon as reasonably possible.

Please provide:

• Order number

• Product name

• Description of the problem

• Photographs showing the issue where appropriate

We will assess the circumstances and provide an appropriate remedy in accordance with applicable consumer law.

11. Incorrect Items

If you receive a product different from the one you ordered, please contact us before returning it.

We may request photographs or other information to help verify the issue.

Once the issue has been confirmed, we will arrange an appropriate solution.

12. Refund Method

Where a refund is due, it will normally be sent back through the payment method originally used for the purchase.

We generally cannot redirect a refund to an unrelated payment account unless required or permitted by applicable circumstances.

Your bank or payment provider may require additional processing time before the refunded amount appears in your account.

13. Refund Timing

Once the applicable return or cancellation requirements have been satisfied, refunds will be handled within the timeframe required by applicable law.

The actual date on which the funds become available may depend on the payment provider or financial institution.

If you believe a refund has been processed but has not appeared after a reasonable processing period, please contact us.

14. Original Delivery Charges

Where a statutory cancellation right applies, applicable law may require reimbursement of the relevant standard delivery charge.

If you selected a premium delivery option that cost more than our least expensive standard delivery service, any additional amount may not be refundable where permitted by law.

15. Items With Hygiene Restrictions

Certain goods may be subject to specific statutory exceptions where their nature means they are unsuitable for return after being unsealed.

Where such an exception applies, the relevant information will be provided where appropriate.

This does not affect statutory rights relating to faulty or incorrectly supplied products.

16. Promotional Purchases

Products purchased using promotional codes, discounts, or special offers may be returned where they otherwise qualify.

The treatment of discounts or promotional pricing will depend on the applicable promotion and relevant consumer rights.

Promotional terms cannot be used to remove statutory consumer protections.

17. Gifts

If an item was purchased as a gift, any refund will generally be issued to the original payment method used for the order.

If an exchange is available, we may be able to assist with an alternative size or product depending on stock and applicable conditions.

18. International Returns

For orders delivered outside the UK, return arrangements may vary depending on the destination.

International customers should contact us before returning an item so that we can provide the appropriate instructions.

Customers may be responsible for certain return delivery costs where permitted by the applicable terms and law.

19. When a Return Cannot Be Processed

A return may require further review where:

• The item is outside the applicable return period.

• The product has been substantially used or altered.

• The item has been damaged after delivery through customer handling.

• Required information is missing.

• The product falls within a lawful return exception.

Where we cannot accept a return, we will explain the reason where appropriate.

Nothing in this section limits statutory remedies for faulty, unsafe, misdescribed, or otherwise non-conforming goods.

20. Your Statutory Rights

This policy does not replace your legal rights.

Depending on the circumstances, consumers may have rights relating to:

• Cancellation

• Faulty goods

• Goods not matching their description

• Goods not meeting applicable quality requirements

• Refunds

• Repairs or replacements

• Other remedies provided by applicable consumer law

If a provision of this policy conflicts with a mandatory statutory right, the statutory right will prevail.

21. Contact Us About a Return

For return, exchange, or refund enquiries, please contact:

OWEN TRENDS LTD
Flat 9, 3 Welsh Lane
Innsworth
Gloucester
United Kingdom
GL3 1PZ

Website: owentrends.net
Email: payment@owentrends.net
Phone: +44 7462297900

When contacting us, please provide your order number whenever possible.

We aim to make the returns process clear and straightforward and will assist with eligible requests as efficiently as reasonably possible.

Last Updated: July 06, 2026