Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
1. Ready-to-Wear Items
Eligibility for Returns
To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@newless.co.uk.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We provide free return shipping and no restocking fee.
You can always contact us for any return questions at hello@newless.co.uk.
2. On-Demand Custom Upcycled Items
Due to the personalized and creative nature of On-Demand upcycled garments, we do not accept returns or offer refunds on these items. However, we are committed to ensuring you are happy with your custom piece and encourage open communication throughout the process.
2.1 Variations in Appearance
The upcycling process involves creative and artistic elements. The final appearance of the upcycled clothing may vary from the original item, and individual preferences may differ. We are not responsible if the upcycled clothing does not meet your personal aesthetic preferences.
2.2 Condition of Original Items
We cannot guarantee the condition of the original clothing items provided for upcycling. While we handle items with care, some wear and tear may occur during the upcycling process. We are not responsible for any damage to the original items as it is integral to the upcycling process.
2.3 Customer Satisfaction
While returns or refunds are not available for On-Demand items, we want our customers to be happy. If you are unhappy with the outcome, please get in touch with us at hello@newless.co.uk, and we will work with you on a case-by-case basis to address your concerns.
2.4 Communication
We encourage open communication throughout the upcycling process. If you have specific requests or concerns, please communicate them to us before the upcycling process begins. If at any point during the process you are unhappy with the progress, please communicate this to your designer or supervisor onsite, and steps will be taken to rectify or adjust the process.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
Custom products (such as On-Demand upcycled items).
Sale items or gift cards.
Please get in touch if you have questions or concerns about your specific item.
Exchanges
For Ready-to-Wear items, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if Ready-to-Wear merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
For Ready-to-Wear items, we will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@newless.co.uk.