At EDWARDS MODE LTD, we want every customer to feel confident and comfortable when shopping with us.
We understand that sometimes a product may not meet your expectations, the size may not be quite right, or you may simply change your mind after receiving your order.
Our Returns & Exchanges Policy explains the procedures for requesting a return or exchange, the conditions that apply and how we handle different types of return enquiries.
We aim to make the process as clear, convenient and straightforward as possible while respecting your rights under applicable consumer protection legislation.
2. Company Information
This website is operated by:
Company Name: EDWARDS MODE LTD
Website: https://edwardsmode.com
Email: payment@edwardsmode.com
Telephone: +44 7883405307
Business Address:
302 NEWPORT ROAD CARDIFF SOUTH GLAMORGAN UNITED KINGDOM CF24 1RS
3. Return Period
Customers may request a return within 30 days of receiving their order, subject to the conditions outlined in this policy.
For eligible online purchases, UK consumers also have a statutory right to cancel most purchases within 14 days after receiving the goods under the Consumer Contracts Regulations 2013.
To exercise the statutory cancellation right, customers must notify us within the applicable 14-day period.
After notifying us of cancellation, customers generally have a further 14 days to send the goods back.
Our voluntary 30-day return period does not replace or restrict any statutory consumer rights.
4. Eligibility for Returns
To help us process return requests efficiently, we ask customers to follow the applicable return conditions.
For ordinary change-of-mind returns, products should generally:
Be unused and unworn.
Be in their original condition.
Have original labels and tags attached, where applicable.
Include original packaging where reasonably available.
Be returned with relevant accessories or accompanying items.
Be accompanied by the order reference or proof of purchase.
Customers may inspect clothing as they reasonably would in a physical shop to establish its nature, characteristics and fit.
However, handling beyond what is reasonably necessary may affect the amount of any refund where permitted by law.
Certain products may be excluded from voluntary change-of-mind returns where a lawful exception applies.
Nothing in these conditions affects statutory rights concerning faulty, damaged or incorrectly described products.
5. Items That May Not Be Eligible for Change-of-Mind Returns
For hygiene, safety or legal reasons, certain products may be excluded from voluntary change-of-mind returns where permitted by applicable law.
Examples may include:
Sealed products unsuitable for return for health protection or hygiene reasons once unsealed, where the legal conditions for the exception are satisfied.
Personalised or custom-made products.
Products that have been clearly identified as non-returnable for a legally valid reason.
Any applicable exclusion will be communicated clearly before purchase.
These exclusions do not affect a customer’s statutory rights if goods are faulty, damaged or not as described.
6. How to Request a Return
We recommend contacting our customer service team before sending a product back.
To submit a return request, please follow these steps.
Step 1: Contact Us
Send an email to:
payment@edwardsmode.com
Step 2: Provide Order Information
Please include:
Full name.
Order reference number.
Email address used during checkout.
Product name or description.
Reason for requesting the return.
Step 3: Receive Return Instructions
Our customer service team will review your enquiry and provide relevant return instructions, including the appropriate return arrangements.
Step 4: Prepare the Product
Pack the product carefully to help prevent damage during transportation.
Where possible, include the relevant order information inside the parcel.
Step 5: Send the Return
Send the parcel using the return arrangements communicated by our customer service team.
Please retain your postage receipt and any available tracking information until the return has been completed.
7. Exchanges
We understand that customers may sometimes wish to exchange an item for another size, colour or available style.
Exchange requests are subject to product availability.
To request an exchange, please contact:
payment@edwardsmode.com
Please include:
Your order reference number.
The original product purchased.
The size or colour originally selected.
The replacement size, colour or product requested.
A brief explanation of your request.
Our team will review the request and explain the available options.
If the requested replacement is unavailable, we will discuss an appropriate alternative or refund arrangement.
Where an exchange cannot be provided, customers retain any applicable statutory rights.
8. Faulty, Damaged or Incorrect Items
We take care to ensure that orders are prepared and supplied correctly.
If you receive a faulty, damaged or incorrect product, please contact us as soon as reasonably possible.
To help us investigate, please provide:
Your order reference number.
A description of the problem.
Photographs of the affected product, where appropriate.
Relevant packaging photographs, where applicable.
Our customer service team will review the information and explain the appropriate next steps.
Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject goods that are faulty, not as described or otherwise fail to meet the required legal standards.
After this period, additional statutory remedies may apply, including repair, replacement or refund rights depending on the circumstances.
Customers will not be required to pay return costs for goods that are faulty or incorrectly supplied where the law requires the seller to bear those costs.
9. Return Shipping Costs
Return shipping costs depend on the reason for the return and the applicable legal requirements.
Change-of-Mind Returns
For eligible voluntary change-of-mind returns, customers may be responsible for the direct cost of returning the goods, provided this responsibility has been communicated before the purchase or otherwise complies with applicable law.
Faulty or Incorrect Products
Where a product is faulty, damaged or incorrectly supplied, EDWARDS MODE LTD will arrange or cover reasonable return costs where required by applicable consumer protection legislation.
Other Return Circumstances
Any additional arrangements or costs will be communicated to the customer before the return is completed.
We recommend using a tracked delivery service for returned products.
10. Refund Processing
Once a returned product has been received or appropriate evidence of return has been provided, we will review the request and process any applicable refund in accordance with the relevant policy and legal requirements.
Approved refunds will generally be issued through the original payment method.
For statutory cancellations, refunds will be made within the legally required timeframe.
For most distance-selling cancellations, this means refunding without undue delay and no later than 14 days after the relevant legal refund deadline is triggered.
Depending on the payment provider or financial institution, additional time may be required before the funds appear in your account.
We will not charge customers a fee for receiving a refund.
11. Refund Deductions
Where permitted by applicable law, we may make a reasonable deduction if returned goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, resulting in a reduction in value.
Any deduction will be assessed according to the individual circumstances.
We will not apply deductions that are prohibited by applicable consumer protection legislation.
12. Order Cancellation Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
Email:
payment@edwardsmode.com
We will make reasonable efforts to stop the order before it enters the shipping process.
If payment has already been received and the cancellation is accepted, an appropriate refund will be arranged.
If the order has already been dispatched, you may need to follow the applicable cancellation and return procedures.
Your statutory cancellation rights remain unaffected.
13. Returns for International Orders
Customers returning products from outside the United Kingdom should contact our customer service team before arranging shipment.
International returns may involve additional transportation procedures, customs documentation or other requirements.
Any return costs and applicable arrangements will be explained where relevant.
Customers should not declare returned goods as new commercial purchases where doing so would be inaccurate.
Any customs-related charges or responsibilities will be handled in accordance with applicable law.
14. Missing Return Parcels
Customers are encouraged to use a delivery service that provides tracking when returning products.
Please retain the proof of postage and tracking reference until the return has been resolved.
If a returned parcel appears to be missing, contact us with the available shipping information.
We will review the circumstances and provide reasonable assistance.
Any responsibility for lost return shipments will be determined in accordance with the applicable contractual arrangements and consumer protection legislation.
15. Processing Time
We aim to review return and exchange enquiries within 1–2 business days.
Once a return has been received, we aim to review the returned product and communicate the outcome promptly.
Actual processing times may vary depending on:
The type of return request.
The condition of the returned product.
Shipping transit times.
Payment provider processing.
Additional information required to assess the request.
We will keep customers informed if further information or additional processing time is needed.
16. Important Information Before Returning Products
To help ensure a smooth return experience, please remember:
Contact us before sending products back where possible.
Include your order reference number.
Follow the return instructions provided.
Package products carefully.
Retain your proof of postage.
Use the correct return destination provided by our customer service team.
Please do not send returns to our registered business address unless our customer service team has specifically confirmed that this is the appropriate return destination.
17. Customer Support
If you have any questions about returns, exchanges or refunds, our customer service team will be happy to assist.
EDWARDS MODE LTD
Email: payment@edwardsmode.com
Telephone: +44 7883405307
Website: https://edwardsmode.com
Business Address:
302 NEWPORT ROAD CARDIFF SOUTH GLAMORGAN UNITED KINGDOM CF24 1RS
We aim to respond to enquiries within 1–2 business days.
18. Changes to This Policy
EDWARDS MODE LTD may update this Returns & Exchanges Policy from time to time to reflect changes in our business operations, return procedures or applicable legal requirements.
Any updated version will be published on this page.
The revised policy will apply from the date indicated in the updated document, subject to applicable law.
We encourage customers to review this page periodically.
19. Consumer Rights
This policy is intended to operate alongside applicable UK consumer protection legislation, including:
Consumer Rights Act 2015.
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Other applicable consumer protection legislation.
Nothing in this policy excludes, restricts or limits any statutory rights or remedies available to consumers.
Where any provision of this policy conflicts with mandatory legal requirements, the applicable legal requirements will take precedence.
20. Our Commitment
At EDWARDS MODE LTD, we believe that a positive shopping experience should continue even when a customer needs to return or exchange a product.
We aim to handle every enquiry fairly, communicate clearly and provide appropriate assistance throughout the process.
Your satisfaction and confidence are important to us.
