Return & Refund Policy
At KESTREL THREAD LTD, we want customers to feel confident when shopping for our clothing.
If your purchase does not meet your expectations or the fit is unsuitable, please review our return and refund guidelines below.
30-Day Return Policy
We offer a voluntary return period of 30 days from delivery for eligible items.
For voluntary returns requested outside the statutory cancellation period, the following conditions apply:
- Products must be unworn, unwashed, and in their original condition.
- Original tags and labels must remain attached.
- Items must be free from stains, damage, or excessive signs of handling.
- A valid order number or proof of purchase must be provided.
This voluntary return policy does not affect your statutory consumer rights.
Right to Cancel
Under applicable UK consumer protection laws, customers purchasing goods online generally have the right to cancel an order within 14 days of receiving the goods, without giving a reason.
To exercise this right, please notify us by email within the cancellation period.
Customers must return the goods within a further 14 days after notifying us of their cancellation.
Customers may inspect and try on garments as they would in a physical store.
A deduction may apply if the goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning.
Size and Fit Returns
We understand that selecting the correct size is important when purchasing clothing online.
If an item is unsuitable in size or fit, customers may request a return in accordance with the conditions and timeframes stated in this policy.
We recommend checking the product’s size guide before placing an order.
Minor manufacturing measurement differences may occur, but products must meet applicable legal requirements concerning their description and quality.
Exchanges
If you would like a different size or colour, please contact us at [email protected].
Exchanges are subject to product availability and applicable return conditions.
Our customer service team will explain the available options, which may include returning the original item and placing a new order.
This does not affect your statutory rights concerning faulty or misdescribed goods.
How to Request a Return
To request a return:
- Email [email protected] with your order number.
- Identify the product or products you wish to return.
- Our customer service team will provide return instructions and the appropriate return address.
- Package the items securely and return them according to the instructions provided.
Please do not send returned items to our business address unless instructed.
Refund Processing
Once returned products have been received and assessed, we will notify you of the refund status.
Approved refunds will be issued to the original payment method.
For statutory cancellations, refunds will be processed within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.
For voluntary returns outside the statutory cancellation period, refunds will normally be processed within 14 days of receiving and assessing the returned goods.
Original standard delivery charges will be refunded where required by law.
Additional charges for upgraded or express delivery services are generally non-refundable.
Your bank or payment provider may require additional processing time before the refund appears in your account.
Return Shipping Costs
For change-of-mind returns, customers are generally responsible for return shipping costs where permitted by law and disclosed before purchase.
If an item is faulty, damaged, or incorrect, we will arrange an appropriate remedy and cover reasonable return shipping costs where required.
We recommend using a tracked delivery service when returning products.
Faulty, Damaged or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us as soon as possible.
Where available, include your order number, a description of the issue, and photographs.
We will review the matter and arrange an appropriate repair, replacement, or refund in accordance with applicable consumer protection laws.
Nothing in this policy limits your statutory consumer rights.
Non-Returnable Items
Certain products may be excluded from change-of-mind returns where permitted by law, including:
- Personalised or custom-made products.
- Sealed hygiene-sensitive products where the seal has been broken after delivery.
These exclusions do not affect statutory rights if products are faulty or not as described.
Order Cancellation
Orders may be cancelled before dispatch by contacting our customer service team.
If an order has already been dispatched, customers may request a return in accordance with this policy.
No cancellation administration fee will apply when customers exercise their statutory cancellation rights.
Contact Us
KESTREL THREAD LTD
Email: [email protected]
Phone: +44 79 022 98528
Business Address:
UNIT 7, NO 510 MONSALL ROAD
MANCHESTER
UNITED KINGDOM M40 8WN