Refund policy

Standard return procedure

Change-of-mind returns

You have the right to cancel most online orders without giving a reason.

You must tell us that you wish to cancel within 14 days after receiving your order. After notifying us, you then have a further 14 days to return the goods.

To request a return, contact:

stores@standardmaintenance.co.uk

Include your name, order number and the item or items you wish to return.

Items may be inspected and tried on as they would be in a shop, but must not have been worn for normal use, washed, altered or damaged. Return original packaging and tags where reasonably possible.

We may reduce the refund where an item’s value has been reduced by handling beyond what was reasonably necessary to establish its nature, characteristics and fit.

Return postage

Customers are responsible for the cost of returning change-of-mind purchases.

We recommend using a tracked postal service and keeping proof of postage. We cannot reimburse return-postage costs for an ordinary change-of-mind return.

If an item is faulty, damaged or incorrect, we will cover reasonable return costs where a return is required.

Refunds

We will process an approved change-of-mind refund without undue delay and no later than 14 days after:

• we receive the returned goods; or
• you provide evidence that the goods have been sent back, if that occurs earlier.

Refunds will be issued using the original payment method unless another method is expressly agreed.

Where the whole order is cancelled, we will refund the original standard delivery charge. If you selected a more expensive delivery option, the delivery refund will be limited to the cost of the least expensive standard delivery method offered.

We may withhold the refund until the returned goods or suitable evidence of return has been received.

Faulty, damaged or incorrect goods

Inspect your order when it arrives.

If an item is faulty, damaged, misprinted or different from what you ordered, contact us as soon as reasonably possible:

stores@standardmaintenance.co.uk

Include your order number, a description of the problem and clear photographs where appropriate.

Made-to-order products

Most S.M.C.U. products are printed or embroidered after an order is placed.

A standard S.M.C.U. design produced after purchase is not treated as a personalised item merely because it is made to order. Standard products remain covered by the change-of-mind rights described above.

Products genuinely personalised or made to an individual customer’s specification cannot normally be returned simply because the customer has changed their mind. This does not affect rights relating to faulty, damaged, misdescribed or incorrectly supplied goods.

Exchanges

We do not currently offer direct exchanges.

To change a size or product, return the original item under this policy and place a new order. Faulty or incorrectly supplied items will be handled separately.

Return address

Contact us before returning an item so that the return can be identified and processed correctly.

Include your name and order number inside the parcel. Do not include payment-card details or other unnecessary sensitive information.

Cancelling before dispatch

Contact us as soon as possible if you wish to cancel or amend an order before it has been dispatched.

Products can enter production shortly after an order is placed, so we may not always be able to stop production or make amendments. This does not remove any cancellation rights that apply after delivery.

Standard cancellation form

You may use the form below to cancel an order, although you are not required to use it.