RETURNS
Return & Refund Policy
Thanks for shopping at The Off Price
If you are not entirely satisfied with your purchase, we're here to help.
You have 28 calendar days to return an item from the date you received it.
Of course, it's fine to try an item on like you would in a shop, but please don't wear it for longer than that. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them. This includes the original packaging with all tags and labels attached (e.g., shoes should be returned with the original shoe box).
Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including::
- Pierced jewellery (Earrings etc).
- Underwear (incl. thermals).
- Swimwear if hygiene seal is removed.
- Face & Body products if opened, used or the protective seal is not intact.
Of course, it's fine to try an item on like you would in a shop, but please don't wear it for longer than that. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them. This includes the original packaging with all tags and labels attached (e.g., shoes should be returned with the original shoe box).
The return also requires a receipt or proof of purchase that holds your personal order number.
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way. Ensure that you get proof of postage in case you need to contact us about your return.
Responsibility
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!
As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.
We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate them (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate them (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
Refunds
We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs. The same applies to items returned damaged, used or in an unsuitable condition.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your original method of payment. You will receive the credit within 14 days, depending on your card issuer's policies.
We aim to refund you within 10 days of receiving the returned item.
If you request a refund for an item during the above timeframes but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.
If we notice an unusual pattern of returns activity that doesn't sit right, then we might have to deactivate the account and any associated accounts. This includes but isn't limited to:
- When we suspect someone isn't just trying their items on, but wearing them for longer periods, then returning them.
- When someone orders and returns loads - way, waaay more than even the most loyal Off Price customer would order.
- When the items returned don't match what you ordered. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, contact Customer Services (oli@matterhorntrading.co.uk). They'll give you a returns label although you'll be responsible for the cost of returning the goods to us.
Please note: we reserve the right to take legal action against you if the items you return don't match what you ordered.
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. This gives us time to investigate it properly.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. This gives us time to investigate it properly.
Exchanges
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.
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.
In Store returns
Products purchased from the store need to be returned to the store.
To be eligible for a return, your item must be unused and in the same condition that you received it. Including the tags and the original packaging. This does not affect your statutory rights.
Refunds will be credited to your original payment method only.
Card refunds can take between 4 and 14 working days to be processed by Square and your card issuing bank, this system does not require your payment card to be inserted it just needs to be brought with you.
Contact Us
If you have any questions on how to return your item to us, contact us at: oli@matterhorntrading.co.uk