Refund policy
Return & Refund Policy
Onpoint Fashion OP
Last updated: 30 July 2026
This policy complies with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 applicable in the United Kingdom.
Your Right to Cancel
You have 14 calendar days from the day you (or someone you nominate) receive the goods to cancel your contract for any reason, without giving a reason.
To exercise your right to cancel:
• Email us at support@onpointfashionop.com within the 14‑day period
• Or use our standard cancellation form (available on request)
Once you notify us of cancellation, you have a further 14 calendar days to return the goods to us.
Return Conditions
To be accepted for return, items must meet all these rules:
• ✅ Unworn, unwashed, unused and undamaged
• ✅ All original tags, labels and packaging are still attached and intact
• ✅ Items are returned with any accessories, gift boxes or dust bags sent with them
We cannot accept returns for:
• Personalised or custom‑made items
• Pierced jewellery or intimate/hygiene products once the seal is broken
• Items showing signs of wear, alteration or damage after delivery
• Items returned after the applicable return window
How to Return
1. Request authorisation: Email support@onpointfashionop.com with your order number and reason for return
2. Pack securely: Place items in original or suitable packaging to avoid damage in transit
3. Send tracked: Post via a tracked delivery service — keep proof of postage until your refund is processed
4. Costs: You will usually pay the cost of returning goods unless the item is faulty, incorrect, or we agreed otherwise
Refunds & Exchanges
• Once we receive and inspect your return, we will email you to confirm receipt
• Refunds will be issued to your original payment method within 3–5 working days of receiving the goods, and may take up to 10 additional days to appear in your account, depending on your payment provider. In all cases, refunds will be processed within 14 days of receipt in compliance with the Consumer Contracts Regulations 2013.
• When cancelling within your legal right to cancel, we will refund the standard delivery charge you paid; premium/express delivery upgrades are only refunded up to the cost of the cheapest standard delivery option.
• We reserve the right to refuse a refund if items are returned damaged, not as described, or outside the legal return limit
• Exchanges are subject to stock availability
Faulty or Incorrect Items
If you receive a faulty, damaged or wrong item, please contact us immediately. We will arrange a free return and issue a full refund, repair, or replacement as quickly as possible, in line with your legal rights:
• You have a 30‑day short‑term right to reject faulty or misdescribed goods for a full refund
• After 30 days, goods will be repaired or replaced first; if this is impossible or unsuccessful, you will be entitled to a price reduction or full refund
Faulty or Incorrect Items
If you receive a faulty, damaged or wrong item, please contact us immediately. We will arrange a free return and issue a full refund, repair, or replacement as quickly as possible, in line with your legal rights:
• You have a 30‑day short‑term right to reject faulty or misdescribed goods for a full refund
• After 30 days, goods will be repaired or replaced first; if this is impossible or unsuccessful, you will be entitled to a price reduction or full refund