Refund policy
We want you to be completely satisfied with your purchase from Unshaken Society. If something isn't quite right, we're here to help.
RETURNING AN ITEM
If you change your mind, you have the right to return your order within 14 days of receiving it in accordance with UK Consumer Contracts Regulations.
Once you've notified us that you'd like to return your order, you have a further 14 days to send the item back.
To be eligible for a return, your item must be:
- Unworn and unused beyond what is necessary to inspect it.
- In its original condition.
- Returned with all original tags and packaging where possible.
- Free from damage that would reduce its value.
HOW TO START A RETURN
To arrange a return, please email:
hello@unshakensociety.com
Please include:
- Your order number.
- The item(s) you wish to return.
- Whether the item is faulty, incorrect, or you're returning it because you've changed your mind.
We'll reply with return instructions.
REFUNDS
Once we've received and inspected your returned item, we'll notify you when your refund has been approved.
Refunds are issued to your original payment method.
If you're returning your order because you've changed your mind, we'll process your refund within 14 days of receiving the returned goods (or evidence that they've been returned), as required by UK law.
Original standard delivery charges will also be refunded where required by law. Any upgraded or express delivery services are non-refundable.
EXCHANGES
We don't currently offer direct exchanges.
If you'd like a different size or style, simply return your original item (if eligible) and place a new order.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, develops a manufacturing fault, or you've received the wrong item, please contact us as soon as reasonably possible.
Email hello@unshakensociety.com with:
- Your order number.
- A description of the issue.
- Photographs where possible.
If the item is confirmed to be faulty, damaged, or incorrect, we'll arrange an appropriate remedy in line with your statutory rights, which may include a repair, replacement, or refund.
Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.
Items That Cannot Be Returned
The following items cannot be returned unless they are faulty or not as described:
- Gift cards.
- Personalised or custom-made products.
- Sealed items that are not suitable for return for health or hygiene reasons once the seal has been broken.
Items marked as Sale or Clearance may still be eligible for return if your statutory cancellation rights apply. Any exclusions will be clearly stated before purchase.
RETURN SHIPPING
If you're returning an item because you've changed your mind, you're responsible for the cost of returning it unless we've stated otherwise.
If your item is faulty, damaged, or incorrect, we'll cover the reasonable cost of return postage.
We recommend using a tracked delivery service, as we can't accept responsibility for items lost in transit back to us.
NEED HELP?
If you have any questions about your order or this returns policy, we'd be happy to help.
Email: hello@unshakensociety.com