Should you not be satisfied with your order, you have 30 days from the date of ordering to return this for an exchange, full refund or gift voucher credit.

Please note: InPost returns are not currently supported via our returns portal. While InPost is available as a delivery option, all returns must be made using our standard returns methods outlined below.

All exchanges are free using our returns portal. Please note, handling fees are charged on refunds.

The items in your order must be in an identical condition to when delivered in order to be eligible for return. This means as new, unworn (except for trying on for size), unaltered, and with its original packaging. All drinkware, underwear, and socks must be completely unused/unopened to be eligible for a return. Tags must also be included on returned garments. If these conditions are not upheld, and the item has not been returned due to damage, your order will be investigated and possibly returned to you.

Returns that do not meet these criteria will be refused. All returns made using our easy returns portal are typically processed within 7-10 days - during busier seasonal periods this may be longer. If your return is taking longer to process, reach out to our chatbot for details.

Please do not arrange your own return without using our easy returns portal. This will mean you do not receive return updates; this will slow your return processing down and can lead to parcels going missing without trace.

Refunds are made back to the original payment method used - if this was made using a gift card, this will reactivate.  We are unable to amend the card details used to process the refund.

All exchanges are free provided your order meets the criteria above. Use our easy returns portal here to arrange a free exchange for a new size or colour.

All exchanges are subject to stock availability and, while we’ll do our best, we cannot guarantee an exchange will be available at the time your return is processed.

At present, exchanges are only available for UK customers. Unfortunately, international customers are unable to process exchanges and will need to place a new order and return their original item for a store credit/refund.

Exchanges are free worldwide. For refunds, a return shipping fee will be deducted from your refund. For UK orders, this fee is £5.00. For international orders, the fee is approximately £10.00, depending on the country, and is set by our international returns partner.

This pays for accurate tracking notifications, automated updates at every stage of the process and faster processing using our easy returns portal. This makes for a return that is in most cases cheaper and more reliable than using your own tracked postal service and helps give you confidence and security with every return for refund. It also helps us cover the cost of return postage.

Please note: The original shipping rate of your order will not be refunded as part of your return.

Visit our easy returns portal here and enter your order number and email address used to place the order.

A pre-paid returns label* is automatically generated once the return is logged on our portal. Simply print this off, stick it to your return parcel and drop this off at your nearest carrier drop-off point. We will sort the rest.

*Please note: labels are only generated for returns originating from the UK, US, Canada, and Australia. For all other returns, please refer to the instructions listed below.

On occasion, you may be required to provide the proof of postage receipt for your return parcel to have your refund or exchange approved; therefore, you must retain your proof of postage receipt until you receive your refund or exchange.

Your Right to Cancel or Withdraw:

If you are a customer residing in the United Kingdom or the European Union, you have the right to cancel or withdraw from an eligible online purchase within 14 calendar days of receiving your order, without providing any reason.

The cancellation/withdrawal period expires 14 calendar days after the day on which you, or a third party nominated by you (other than the carrier), takes physical possession of the goods.

How to Exercise Your Right

To exercise your right to cancel or withdraw, you must notify us of your decision within the 14-day cancellation/withdrawal period.

You may exercise your right to cancel by submitting a request through our returns portal by selecting “Right of Withdrawal / Right to Cancel", or by sending a clear statement of your decision to cancel by email or post.

Return Requirements
When exercising your right to cancel or withdraw:

- You must notify us within 14 calendar days of receiving your order.
- You must return the goods within 14 calendar days of notifying us.
- Products should be returned with all original tags, accessories, and packaging where reasonably possible.
- You are entitled to inspect and handle the goods only to the extent necessary to establish their nature, characteristics, and functioning, as you would in a physical retail environment.
- We may apply a deduction to your refund if the value of the goods has been reduced due to handling beyond what is necessary to establish their nature, characteristics, and functioning, where permitted by applicable law.

Refunds
Where a valid cancellation or withdrawal is exercised:

- You will receive a refund for the returned goods.
- Any standard delivery charges paid at the time of purchase will also be refunded.
- No return handling fees will apply.
- Refunds will be issued to the original payment method used for the order, unless otherwise agreed.

We may withhold reimbursement until we have received the goods back, or you have provided evidence of having sent them back, whichever is earlier.

Exclusions
The right to cancel or withdraw does not apply to certain goods where exemptions apply under UK or EU law, including but not limited to:

- Goods made to the customer’s specifications or clearly personalised.
- Sealed goods that are not suitable for return due to health protection or hygiene reasons, where the seal has been removed after delivery.
- Any other goods exempt from cancellation or withdrawal rights under applicable consumer law.

Contact
If you have any questions about your cancellation or withdrawal rights, please contact our Customer Service team.

If you wish to arrange a repair of your ThruDark garment, please contact support@thrudark.com for further information.