Returns Policy

Please Note

We do not offer free returns. Customers are responsible for all return shipping costs, which will vary depending on the item’s weight, size, and shipping location.
Returning an item can be straightforward if you follow the steps outlined below, and we encourage you to read this policy in full to understand the process and ensure a smooth resolution.

Can I Return My Order?

Yes, we accept returns. If you are not entirely satisfied with your purchase, you have the option to return your order within 30 days of receipt. However, it is important to ensure that the product meets certain criteria to qualify for a return. Not all items are eligible for returns, and we have specific conditions in place to protect both parties and maintain the quality of products being resold.
If you wish to return an item, the following conditions must be met:

1. Complete Product: The item must be returned with all original parts, components, manuals, and packaging in the same condition as when it was received. Products with missing parts or damaged packaging may not qualify for a full refund.
2. Reasonable Use: Items must show no signs of improper use or damage caused by carelessness. If the product appears to have been mishandled, scratched, or otherwise altered, the return may be refused.
3. Hygiene-Related Items: Products where hygiene is a concern (e.g., personal care items, pet care products) must be thoroughly cleaned and sanitised before returning. Items returned in an unclean state will not be processed.
4. Defective Products on Arrival: If the item is found to be defective upon receipt, you must notify us immediately with evidence (e.g., photos). Returns for defective items are handled on a case-by-case basis.
5. Shipping Costs: Return shipping costs are the responsibility of the customer. This means that you will need to cover any postage fees incurred when sending the product back to us.
6. Processing Time: All returns are subject to a processing period of 7 working days from the date the returned item is received. If the return meets all conditions, it will be officially approved within this timeframe.

We reserve the right to refuse returns if we suspect the product has been used, damaged, or altered in any way that was not caused by us. This includes items showing signs of heavy use, tampering, or deliberate damage.

How Do I Return My Order?

If your order meets the conditions outlined above, you can follow these steps to initiate a return:
1. Contact Us: Send an email to info@drapersofmanchester.co.uk to inform us of your intent to return the product.
2. Provide the Following Details: In your email, include the following information to ensure your request is processed quickly and accurately:

• Order number (this can be found in your order confirmation email)
• Reason for the return (please provide as much detail as possible)
• Photographic evidence of the product in cases of damage or defect
• Your full name and delivery address

3. Wait for Instructions:
Once we receive your request, we will review the details provided and confirm whether your return is eligible. If approved, we will provide you with the correct return address.

4. Important Notes on Shipping:

• Do not send your return to the sender’s address. This is often different from our returns processing facility.
• Customers are responsible for packaging the product securely to avoid further damage during transit.

Right to Cancel for UK Consumers

As a consumer, you have the right to cancel your order under the Consumer Contracts Regulations 2013. This cancellation period allows you to withdraw from the contract within 14 days of receiving your goods. This right applies to most online purchases but is subject to the following conditions.

When Can You Cancel?

The cancellation period begins the day after you receive your goods. You may cancel your order for any reason within this period, but cancellations made after this period may not be accepted unless agreed otherwise.

Steps to Cancel Your Order

1. Notify Us: To cancel your order, email info@drapersofmanchester.co.uk with a clear statement of your decision to cancel the contract. Please include your order number and details of the item(s) you wish to cancel.
2. Return the Goods: Once your cancellation request is approved, you must return the goods to the address provided at your expense. Ensure the item is packaged securely and provide proof of postage in case of loss during transit.

Refunds Following Cancellation

If your cancellation is successful, we will process your refund within 14 days of receiving the returned goods. Refunds will include the cost of the item but exclude any additional delivery costs (e.g., if you chose a premium shipping option). Refunds will be issued using the same payment method you used for the original transaction unless agreed otherwise.

Returning Defective or Damaged Items

If your item is found to be defective or damaged upon delivery, you must notify us within 48 hours of receipt. Please include photographic evidence to support your claim.
Defective or damaged items may be eligible for a refund, replacement, or repair depending on the circumstances. This process may take longer if further investigation is required.

Additional Information

1. Shipping Costs: Customers are responsible for all return shipping costs unless the item is found to be defective or sent in error. Shipping costs are non-refundable unless legally required.
2. Return Address: All returns must be sent to our central warehouse in Asia. This ensures proper processing of your return. The return address will be provided once your return is approved.
3. Processing Time: Once your returned item has been received and inspected, it may take up to 7 working days to process the return and confirm approval. Refunds may take an additional 3-5 business days to appear in your account, depending on your payment provider.

Exceptions to Returns

Certain items are not eligible for return, including:

• Items made to order or personalised for you.
• Items that cannot be returned for hygiene reasons once opened (e.g., grooming or skincare products).

Important Notes on Shipments in Transit

As we ship our products from Asia, delivery times may vary, and delays may occur due to factors beyond our control, such as customs clearance or shipping delays. If your order is already in transit, cancellation cannot be processed until you have received the item. You may then initiate a return following the steps above.