Returns & Exchanges

01 Return Eligibility

Our products are supplied primarily to retailers, independent boutiques and online sellers. For standard voluntary returns, please contact us within 14 calendar days of receiving your order.

This period allows us to review your request and confirm the appropriate return arrangements before anything is sent back.

• Contact us with your order reference and the items you wish to return.
• Explain whether you would prefer a refund or an exchange.
• Wait for our confirmation and return instructions before sending products back.
• For approved voluntary returns, please send the items back within 14 calendar days after receiving our return instructions.

The above period applies to our voluntary trade return arrangements. It does not reduce or replace any statutory cancellation or return rights available to eligible consumers.

02 When a Refund Is Available

We will review refund requests where an order does not match what was agreed or where there is a valid reason for the return. Depending on the circumstances, the following situations may qualify for a refund.

Where a problem affects only part of an order, we may arrange a refund for the affected items rather than the entire order, where appropriate.

Depending on the issue and the customer’s preference, an appropriate solution may include a replacement, exchange, partial refund or full refund.

03 Items Not Eligible for Voluntary Refunds

For wholesale trade orders, a change of mind alone does not automatically qualify for a voluntary refund. The following circumstances are generally not covered by our standard voluntary return arrangement.

• Changed preferences: Items ordered correctly but no longer wanted by the trade customer.
• Incorrect selection: Products chosen in the wrong colour, pattern or style where the supplied items match the confirmed order.
• Used products: Scarves that have been worn, washed, altered or used beyond what is reasonably necessary to inspect them.
• Customer-caused damage: Items damaged through improper handling, washing, storage, alteration or care after delivery.
• Missing components: Returns with missing original components, tags or packaging where their absence affects the condition or value of the product.
• Unapproved returns: Items sent back without prior contact or the agreed return arrangements, where no statutory return right applies.
• Late voluntary requests: Requests made outside the standard 14-day voluntary return period, unless we agree otherwise.
• Order discrepancies caused by submitted details: Issues resulting from incorrect product selections or quantities confirmed by the customer.

A product is not automatically excluded from a refund simply because it was purchased at a reduced price. Faulty or incorrectly supplied sale items will still be considered under the applicable rules.

04 Condition of Returned Products

For voluntary trade returns, we ask that products are returned in a condition suitable for inspection and resale.

• Products should be unused, unwashed and free from stains, perfume, cosmetic marks or other signs of wear.
• Original labels, tags and product packaging should be included where supplied.
• Products should be packed securely to avoid additional damage during return transit.
• All items included in the approved return request should be accounted for.

Once the returned parcel arrives, we normally complete our inspection within 5 business days. If further information is needed, we will contact you before making a decision.

These condition requirements do not remove a consumer’s statutory right to inspect goods or exercise an applicable right to cancel or reject faulty goods.

05 Return Shipping Costs

We keep our first approved return or exchange simple: the first return delivery is free of charge.

• The first approved return or exchange request for an order includes free return shipping.
• For subsequent separate return or exchange requests, shipping costs will be reviewed individually.
• Where an item is confirmed to be faulty, incorrectly supplied or damaged before receipt, we will cover reasonable return delivery costs.
• Where a voluntary trade return is agreed because of a change in preference, any additional shipping arrangement will be confirmed before the return is made.

Please do not arrange your own paid return shipment before receiving our instructions. This helps us make sure the parcel is sent using an appropriate method.

Nothing in this section requires an eligible consumer to pay return costs where applicable law requires us to cover them.

06 Exchange Policy

If you would prefer a different scarf style, colour or design, you can contact us to request an exchange. Exchanges are subject to product availability.

• Exchange requests should normally be submitted within 14 calendar days of receipt for voluntary trade returns.
• The original products must meet the applicable return conditions.
• The replacement items must be available in our current collection.
• Any difference in product price will be confirmed before the exchange is completed.
• The first approved exchange includes free return delivery.
• Further exchanges will be assessed individually, including any additional delivery arrangements.

If the requested replacement is unavailable, we will contact you to discuss an alternative or an appropriate refund where one is due.

07 How to Request a Return

To avoid unnecessary delays, please contact us before sending any products back. The process is straightforward.

• Step 1 – Get in touch: Email orders@stepinscarves.com with your order reference.
• Step 2 – Explain the issue: Tell us which products are involved and whether you are requesting a refund or exchange.
• Step 3 – Provide supporting details: For damaged, incorrect or faulty items, include clear photographs where possible.
• Step 4 – Receive confirmation: We will normally review your request and respond within 3 business days.
• Step 5 – Return the products: Follow the return instructions provided and send the approved items within the stated period.
• Step 6 – Inspection and outcome: We will normally inspect the returned products within 5 business days of receipt and confirm the next step.

Please keep your return tracking details or proof of postage until the request has been completed.

08 Refund Method & Processing Time

Once a refund has been approved, we will normally arrange it within 5 business days after the return has been inspected and the refund decision has been confirmed.

Refunds are normally issued to the original payment method used for the order. We will confirm when the refund has been submitted.

• Card refunds are returned to the original card or associated payment account.
• Other payment methods are refunded through the original payment channel where available.
• We do not normally issue refunds to an unrelated third-party account.
• Bank and payment provider processing times vary, so the funds may not appear immediately after we submit the refund.

If an approved refund has not appeared within 10 business days after we confirm that it has been processed, please contact us so we can help check its progress.

09 Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

• Cancellation requests received before dispatch can normally be considered for approval.
• Once an order has been handed to the delivery provider, it may no longer be possible to stop the shipment.
• If an order has already been dispatched, the standard return process may apply.
• Where a cancellation is accepted and a refund is due, the refund will be processed using the applicable refund procedure.

For eligible consumer orders placed online, statutory cancellation rights may apply even after dispatch. These rights are not replaced by our voluntary trade cancellation arrangements.

10 Important Exceptions & Statutory Rights

STEPIN SCARVES primarily supplies products on a wholesale basis. The rights available to a business purchasing stock for resale may differ from those available to an individual purchasing goods for personal use.

Where a customer qualifies as a consumer under UK law, the relevant statutory protections continue to apply. For eligible online consumer purchases, this may include:

• A right to notify us of cancellation within 14 days after receiving the goods, subject to applicable exceptions.
• A further 14 days to return the goods after notifying us of cancellation.
• Consumer rights relating to goods that are faulty, not as described or not of satisfactory quality.
• The applicable short-term right to reject faulty goods, which is generally available within 30 days under the Consumer Rights Act 2015.
• Other applicable rights to repair, replacement, price reduction or refund, depending on the circumstances.

A consumer’s right to cancel an eligible online order does not depend on whether the item is faulty. Certain statutory exceptions may apply depending on the type of product and transaction.

Business-to-business wholesale orders are generally governed by the agreed commercial terms and applicable business law. Voluntary change-of-mind returns for trade customers are therefore considered under the arrangements described in this policy.

Nothing in this policy is intended to exclude, restrict or replace any statutory rights that cannot lawfully be excluded.

11 Liability & Limitations

We take reasonable care when preparing orders and arranging returns. However, the following circumstances may affect the time needed to complete a return or exchange.

• Delays caused by the return delivery provider.
• Incomplete or inaccurate information supplied with a return request.
• Replacement products becoming temporarily unavailable.
• Bank or payment provider processing delays after a refund has been submitted.
• Unforeseen circumstances that affect normal business operations.

We will make reasonable efforts to keep customers informed and to resolve any issues without unnecessary delay.

We cannot accept responsibility for damage that occurs after products have been delivered and is caused by improper storage, handling, washing or alterations carried out by the customer.

We are not responsible for delays caused by circumstances beyond our reasonable control, although we will assist with enquiries where appropriate.

Nothing in this policy excludes or limits liability for matters where such exclusion or limitation is not permitted by applicable law. All applicable statutory rights and remedies remain unaffected.

12 Contact Information

If you would like to arrange a return, discuss an exchange or ask about a refund, please contact our team. Include your order reference so we can find the relevant details and help more quickly.