RETURNS & REFUNDS

Changed your mind?

No drama.

If you order online from RIP Industries, you normally have 14 days from receiving your order to tell us you want to return it.

Once you've told us, you have another 14 days to send it back.

Email support@ripindustries.co.uk with your order number and what you'd like to return.

Please contact us before posting anything back. We'll give you the correct return address.

For change-of-mind returns, return postage is your responsibility.

We recommend using a tracked service. Until it gets back to us, it's your responsibility.

Keep it decent

You can try something on. Obviously.

But if you're returning it because you've changed your mind, it needs to come back in a condition we can reasonably sell again.

That means:

• unworn, apart from trying it on
• unwashed
• clean
• free from marks, smells, pet hair or other contamination
• with the original tags where supplied
• with the original packaging where reasonably possible

Basically, treat it like you'd want someone to treat yours.

If something has clearly been worn or handled beyond what's reasonably needed to try it on, and that's reduced its value, we may make an appropriate deduction from the refund where the law allows us to.

Any deduction will reflect the actual reduction in value. We don't charge an automatic restocking fee.

Ordered the wrong size?

It happens.

Eligible standard products can still be returned within the cancellation period if you've ordered the wrong size.

We don't currently process direct exchanges.

Return the original item and place a new order for the size you need.

Our size guides are there to make this easier. We'd strongly recommend comparing the garment measurements against something you already own before ordering.

Fewer unnecessary returns are better for you, better for us and better for the amount of stuff being produced in the first place.

Made to order

A lot of RIP clothing isn't sitting in a warehouse waiting for someone to buy it.

It's produced after you order.

That doesn't automatically remove your statutory cancellation rights.

If you're choosing one of our standard designs in the standard sizes, colours and options we offer, the normal cancellation rules will generally apply.

Custom means custom

Different rules can apply when we've made something specifically for you.

That means genuinely personalised or custom products such as:

• your name or personalised wording
• artwork supplied by you
• individually commissioned designs
• specifications made specifically for you rather than chosen from our normal range

These products may not be eligible for change-of-mind returns.

We'll make it clear when that's the case before you buy.

If we've made a mistake, or the product is genuinely faulty, your statutory rights still apply.

Small variations

A lot of our products are individually printed or embroidered.

That means two garments won't necessarily be identical down to the millimetre.

Small variations can happen in things like print position, embroidery position, garment measurements, finish or colour.

Colours can also look slightly different depending on your screen.

A small variation doesn't automatically mean something is faulty.

If there's a problem, we'll look at whether the product matches what we described, is of satisfactory quality and falls within reasonable manufacturing tolerances.

None of this affects your statutory rights if something is genuinely faulty, materially different from what you ordered or doesn't meet the standards required by consumer law.

Sale stuff

Being in the sale doesn't remove your statutory rights.

Simple as that.

Something actually wrong?

That's different.

If your order arrives faulty, damaged, incorrect or materially different from what you ordered, email support@ripindustries.co.uk as soon as reasonably possible.

Please send:

• your order number
• a quick explanation of what's wrong
• clear photos of the problem
• photos of the packaging if it's relevant

We're not asking you to build a court case.

It just helps us work out what's happened and sort genuine problems quickly.

We may need to inspect the item before confirming the appropriate solution.

What isn't a fault?

We can't cover problems caused after the product has been supplied, including:

• normal wear and tear
• accidental damage
• misuse
• ignoring reasonable care instructions
• alterations or modifications

That doesn't affect your rights if the problem was already there when the product was supplied.

Sending something back

Don't send returns to an address you've found online or used previously.

We work with different production and fulfilment partners, so the correct return address can vary.

Email support@ripindustries.co.uk first.

If something arrives without us knowing about it, it may take considerably longer to identify and process.

Refunds

Once we receive an eligible return, we'll inspect it and process your refund in line with your statutory rights.

For a valid cancellation, we'll refund the product price and, where required by law, the cost of our standard outbound delivery option.

If you paid extra for faster or premium delivery, we don't have to refund the additional amount above our standard delivery cost.

Refunds normally go back to the original payment method.

Where permitted by law, we may wait until we've received the returned goods, or you've provided appropriate evidence that you've sent them, before issuing the refund.

Your bank or payment provider may take a little longer to actually show it.

The short version

We're a small independent business.

We'll never try to dodge a genuine refund, fault or problem.

We just ask that returns are genuine too.

Fair both ways.

support@ripindustries.co.uk