Your rights under this Returns Policy are in addition to your cancellation rights under the Consumer Protection (Distance Selling) Regulations 2000.
Subject to this Returns Policy, all purchases are non exchangeable, non refundable and non transferable.
You can contact us by e-mail or submit an electronic enquiry at helpme@uniqlo.co.uk.
Nothing in this Returns Policy affects your statutory rights.
Returns
You can, within 28 days of receiving a Product ordered from uniqlo.co.uk (the "Site") return any Product that you are not completely happy with. We don’t accept returns of women's and men's underwear and that are not in their original packaging unless they are faulty. This is for hygiene reasons.
Once you decide to return any Product you must not use it and must take good care of it while it remains in your possession. The Product must be returned to us undamaged and in the same state that it was sold to you. Please note that the Product must also be returned with the barcode tag intact.
Can I change my order?
We are unable to amend your order. Once the order is accepted (you will receive a dispatch confirmation email at this point), we cannot cancel your order.
You have up to 28 days (from receipt) to return your Product (either to a store or by post) for a full refund. Regrettably we cannot offer an exchange service for online purchases unless you return the Products to a store (please see Returning Products to a Store below).
All store refunds and exchanges are completely free of charge.
When do I get refund once I have returned an item?
Once we receive the Product, we will process the return and refund within 5 working days. Please allow at least 21 days from posting the Product back to us for the refund to reach your account (this may take longer depending on how long it takes your bank/building society to process the refund payment). You will be refunded the amount you paid for the Product returned excluding any delivery charges (if appropriate).
Regrettably we can only provide a refund for a lost return once we have been provided with a proof of posting.
Voucher, Promotion and Discount Codes
Voucher codes can only be used online and must be redeemed at the time of purchase. Voucher codes can only be used once. The discount is valid on Products only and cannot be used against postage and packaging. Voucher codes cannot be used in conjunction with any other offer.
If you decide to return a Product that has been purchased with a discount applied, you will only be refunded the discounted amount. For example, a Product costing £24.99 with a 20% discount will be charged at £19.99 and consequently, you would be refunded £19.99.
A free postage discount code will apply a £3.95 reduction in the total cost of your order. The postage will still be charged as normal.
Returning Products to a Store (for UK customers)
If you wish, you can return a Product to a UNIQLO store located in the UK (however, please note that you cannot return a Product to a UNIQLO store if you are cancelling your contract within the seven day cooling off period as described below).
You must take them, within 28 days of dispatch, to one of our UK UNIQLO stores, using the dispatch note enclosed in your parcel as your receipt. Find your nearest UNIQLO store.
The dispatch note must be presented and you will be asked for the reason for the return and whether you wish an exchange or refund. You will also have to present the original purchase card to receive a refund.
You will not be charged a fee for exchanging or returning a Product at a store.
Returning Products by Post
(Please note: This is only applicable to online purchases. For store purchases please contact the relevant store contact details can be found at www.uniqlo.co.uk/stores.)
If you wish to return a Product via post, please follow the instructions outlined below. Please note we do not offer pre paid postal returns.
- Write your name, address, postcode and order number on the returns form (if you do not have the returns form, please print out your dispatch confirmation email indicating which items you have returned and the reason).
- Complete the returns form and enclose it with your Product.
- Ensure your Product is in a securely wrapped parcel, complete and place a returns address label on the parcel.
- The returns address is: UNIQLO, Lodge Road, Staplehurst, Tonbridge, Kent, TN12 0QW.
- Take the parcel (with enclosed returns form) to the Post Office. Ask the Post Office for your proof of posting certificate. The clerk will stamp the proof of posting on dispatch and you should retain this until you receive your refund (regrettably we can only provide a refund for a lost return once we have been provided with proof of posting certificate).
- Please remember to complete the returns form with your returned Products.
Cancellation Rights for EU Customers
If you are a customer located in the European Union, you may cancel a contract at any time within seven working days, beginning on the day after you received the Product. In this case, you will receive a full refund of the price paid for the Product in accordance with our Returns Policy. A 'working day' is any day other than weekends and bank or other public holidays in the United Kingdom.
To cancel a contract, you must inform us in writing by hand or post at 311 Oxford Street, London W1C 2HP, or by email to helpme@uniqlo.co.uk, giving details of the Product ordered. You must also return the Product to us immediately, in the same condition in which you received them, and at your own cost and risk. The Product must be returned to us by post (as described above). It is not possible to return goods to our stores if you wish to cancel your contract in this way.
You have a legal obligation to take reasonable care of the Product while it is in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
In the interests of hygiene, you will not have any right to cancel a contract for the supply of any of the following Products:
- Underwear (men and women);
- Swimwear (men and women); and
- Pierced jewellery;
or for Products which by their nature cannot be returned or are liable to deteriorate or expire rapidly, unless the Product is faulty.
When you return a Product to us because you have cancelled the contract between us within the seven day cooling off period, we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation.
In this case, we will refund the price of the Product in full, including the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us.
Details of this statutory right to cancel, and an explanation of how to exercise it, are provided in the dispatch confirmation email.
Defective Products
If you are a consumer and return a defective Product to us (which must be by post) we will examine the returned Product and will notify you of your refund via e mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 28 days of the day we confirmed to you via e mail that you were entitled to a refund for the defective Product. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.
© UNIQLO (UK) LTD. 2009
Registered in England & Wales Number 4845064
VAT Number - 820605757
Last Updated - April 2009
