Refund policy

This policy deals with the cases of cancellation and refunds – eligibility, procedures and timelines. Please refer to the relevant sub-section of the policy, depending on your case:

2.1 Damaged or faulty items
- 2.1.1. Reporting a problem
  If an item arrives damaged, or you believe it is faulty — contact us within 14 days of delivery by emailing us at support@herupstarts.co.uk, with your order number and clear photographs and/or video showing the damage or fault. You do not need to send the item back to us — clear photos or a short video are enough for us to resolve a damaged or faulty claim.
- 2.1.2. Review
  We will review your complaint and evidence and let you know our decision of whether the good is in fact faulty or damaged, and if you’re eligible for a refund, using the email address or phone number registered to your order, normally within 5-7 business days of us receiving the complaint and clear photos, videos as evidence of the damage.
  
  If we conclude your product is damaged/faulty, you may choose:
  - Refund — processed within 14 days of us approving your claim, to your original payment method, including standard delivery charges. Any premium delivery charges paid over and above the standard delivery charge shall not be liable to be refunded.
  - Replacement — of the same item, dispatched and delivered within 30 days of you confirming you want a replacement rather than a refund.
- 2.1.3. This is a service process, not a limit on your rights
  This process exists to resolve damaged/faulty-item reports quickly. It does not replace or restrict your separate statutory rights under law.
2.2 Your right to cancel — change of mind
- 2.2.1. Your right
  As a UK/NI consumer buying online, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order for any reason, without giving a reason, within 14 days.
- 2.2.2. Cancellation period
  14 days beginning the day after you (or someone you've nominated) receive the goods. If your order contains multiple items delivered separately, the 14 days run from the delivery of the last item from your order.
- 2.2.3. How to cancel
  Tell us before the 14-day period ends, by emailing support@herupstarts.co.uk. You can also cancel after ordering but before we have dispatched your product for delivery.
- 2.2.4. Returning the goods
  Once you have raised the return request, send the goods back within 14 days of raising the request to 86-90 Paul Street, London, EC2A 4NE, United Kingdom.
- 2.2.5. Who pays return postage
  You are responsible for the cost of returning goods to us on a change-of-mind cancellation.
- 2.2.6. Condition of goods
  You should return the goods in an unused condition, as you received them – packaged and with all the product tags intact. You're welcome to handle and try on anything just as you would in a shop. If items come back showing handling beyond that, we may reduce your refund to reflect the difference in value, and we'll always explain if we do.
- 2.2.7. Refund timing and method
  Once we receive the goods, we will inspect their condition before we process your return. If the goods returned are unused, with their packaging and all tags intact, we will inform you and initiate your refund within 14 days of receiving the goods back. Refunds are made to your original payment method. Any premium delivery charges paid over and above the standard delivery charge shall not be liable to be refunded.
2.3 Others
- 2.3.1. No Return
  For any conditions other than as described above, i.e., if you have not received damaged products and post 14 days of delivery of the product, we are not obliged to accept returns, refunds or exchanges simply because you've changed your mind.
- 2.3.2. No Exchange
  We do not process any request for exchange, including size change. Please do not contact HerUpStart Studio with any exchange requests.
- 2.3.3. No return for certain items
  No replacements, returns or exchanges shall be available on goods made to your specification or clearly personalised for you — for example, made-to-measure garments, or items with custom embroidery, printing or monogramming – or goods/products sealed for health or hygiene reasons.

Terms and Conditions of Sale

About us
HerUpStart Studio Limited ("HerUpStart", "we", "us", "our") is a company registered in England and Wales under company number 16771314, with registered office at 86-90 Paul Street, London, England, EC2A 4NE. You can contact us at customer service email/phone number available on our website.
Scope of these terms
These Terms and Conditions of Sale ("Terms") apply to every order for goods and related products placed through our website at https://www.herupstarts.co.uk (the "Website"). They are separate from our Website Terms of Use, which govern your general use of the Website, and our Privacy Policy, which governs our use of your personal data.
Who we sell to
We sell to consumers resident in the United Kingdom, including Northern Ireland, aged 18 or over. If you wish to order on behalf of a business, please contact us — different terms may apply.
How a contract is formed
Placing an order is an offer by you to buy the goods; nothing on the Website is a legal offer by us to sell. The confirmation email you get straight away tells you we've received your order — it doesn't yet mean we've accepted it. A contract is formed only when your order is dispatched. We may decline or cancel an order — for example if a product is out of stock, incorrectly priced, or we suspect fraud — in which case we will notify you and refund any payment taken.
Product descriptions
We take reasonable care to ensure descriptions, sizing, colours and images are accurate. Colours may appear slightly different depending on your device's display, and garment measurements may vary within normal manufacturing tolerances. Our products are for personal use and not for resale.
Availability
Everything is subject to availability. A product listing is an invitation for you to place an order, not a guarantee the item is in stock.
Price and payment
Prices are shown in GBP (£) and include VAT where applicable. The total price payable, including any delivery charge, is shown before you complete checkout. Payment is taken when you place your order. If we discover a genuine pricing error before dispatch, we will contact you to confirm whether to proceed at the correct price; you may cancel if you prefer not to. We take payment through our checkout provider. If a payment fails or isn't authorised, we can't accept the order. If you're ever charged twice or a payment is taken in error, contact us and we'll put it right.
Delivery
Delivery is governed by our Delivery Policy, which forms part of these Terms.
Cancellation, returns, refunds and faulty goods
Your right to cancel, return goods, and obtain a refund or replacement is governed by our Return, Refund and Cancellation Policy, which forms part of these Terms.
Your statutory rights
Nothing in these Terms excludes or limits your statutory rights as a consumer, including under the Consumer Rights Act 2015 (satisfactory quality, fitness for purpose, and matching description) and the Consumer Contracts Regulations 2013. Any term of these Terms that purports to exclude or restrict those rights is not binding on you to that extent.
Events outside our control
We are not liable for any failure or delay in performing our obligations caused by events outside our reasonable control, including extreme weather, courier network failures, strikes, or supply shortages.
Complaints
See our Complaint Policy for how to raise a complaint, and how we will handle it.
Changes to these terms
We may update these Terms to reflect changes in law or our business practices. The version in force when you placed your order governs that order.
Promotion and discount codes
From time to time we run promotions or issue discount codes. Unless we say otherwise, a code is for one order, can't be combined with another, has an expiry, and may be withdrawn. If you return part of an order a code applied to, we'll work out the refund based on what you actually paid.
Limitation of Liability
We're responsible only for loss or damage you suffer that's a foreseeable result of us breaking this contract or failing to use reasonable care and skill; and nothing else. Our liability is capped at the price of the product paid by you.
Governing law and jurisdiction
These Terms are governed by the law of England and Wales. If you live in Northern Ireland, you may also rely on any additional or different protection available to you under Northern Ireland law and may bring proceedings in the Northern Ireland courts. Nothing in this clause removes any protection you are entitled to under the mandatory consumer-protection law of the part of the United Kingdom in which you live.
Third-party rights
A person who is not a party to a contract formed under these Terms has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999.
Severability
If any part of these Terms is found unenforceable, the rest will continue to apply.
Agreement
By placing an order with us, you agree to have read and abide by our policies available on our website, including our Delivery Policy; Return, Refund and Cancellation Policy; Terms and Conditions of Sale; Complaint Policy; Website Terms of Use; and Privacy Policy.