Refund policy

At Randock, we want you to feel confident in your purchase. If for any reason your order is not quite right, returns may be arranged in accordance with the terms below.

 

Returns & Eligibility

You have 30 days from the date of delivery to request a return.

To be eligible for a return, items must be:

  • Unworn and unused
  • Returned in their original packaging with all tags
  • Accompanied by proof of purchase

Returns are handled by prior arrangement. To begin, please contact us at hello@randock.co.uk with your order number. Once approved, you will receive return instructions, including the return address.

Returns are to be arranged by the customer. For peace of mind, we recommend using a fully tracked and insured service.

 

Damages & Issues

We recommend inspecting your order upon arrival. If your item is defective, damaged, or incorrect, please contact us promptly so we can resolve the matter without delay.

 

Exchanges

If you wish to exchange an item, we recommend returning the original product and placing a new order for the preferred replacement. This ensures the quickest possible turnaround and availability.

 

Exceptions

Certain items are not eligible for return, including:

  • Customised or personalised products
  • Sale items and gift cards

For reasons of hygiene and product integrity, items that have been worn or used cannot be accepted for return.

 

European Union 14-Day Cooling-Off Period

For orders delivered within the European Union, you have the right to cancel or return your order within 14 days of delivery, without justification.

Items must be returned in their original condition—unworn, unused, and with all packaging and tags intact.

Returns should be arranged by the customer.

 

Refunds

Once your return has been received and carefully inspected, we will notify you of the outcome.

If approved, your refund will be issued to your original payment method within 10 working days. Please allow additional time for your bank or card provider to process the transaction.

Delivery charges, where applicable, will be included in your refund.

If more than 15 working days have passed since your refund was approved, please contact us at hello@randock.co.uk.