This policy explains how to return, exchange or get a refund on anything you buy from old-school.com. It sets out both your legal rights and the additional goodwill terms we offer on top of them.

1. Scope

1.1     This policy applies to purchases made by consumers from old-school.com in every market this website serves.

1.2     Customers in South Africa are served by our South African website, which has its own returns policy. Nothing in this policy applies to those orders.

1.3     Nothing in this policy limits your statutory rights. Where this policy is more generous than the law, the more generous term applies. Where any term of this policy conflicts with a right you have under the law of your country of residence, your legal rights prevail.

1.4     The seller is Old School Brand UK Ltd. Our full details are in section 13.

2. Your options at a glance

This table is a summary. The detailed terms follow.

Situation	What you are entitled to	Who pays return postage
You changed your mind (UK & EU customers)	Two separate rights: the statutory 14-day right to cancel (section 3), and our 30-day return and exchange window (section 6). You may rely on whichever suits you better	You
You changed your mind (all other markets)	Our 30-day return and exchange window (section 6)	You
The item is faulty, damaged, or not what you ordered	At least 2 years of protection. See section 5	We do
The item was personalised or custom-made	Refund or replacement only if faulty, damaged or incorrect	We do, where faulty
The item was marked final sale or clearance	Statutory rights only: the 14 day right to cancel if you are in the UK or EU, and the faulty goods guarantee. No change of mind returns. See section 7	You, unless faulty

 

3. Your legal right to cancel (UK and EU customers)

3.1     If you are a consumer in the United Kingdom or the European Union, you have the right to cancel your order within 14 days without giving any reason. This right exists independently of our goodwill policy in section 6, and we cannot take it away.

3.2     The cancellation period expires 14 days after the day on which you, or a third party you have named other than the carrier, take physical possession of the goods. Where your order is delivered in more than one consignment, the period runs from the day you receive the last item.

3.3     To exercise the right to cancel you must tell us by a clear statement. You can do this through the returns portal on our website, or by emailing support@old-school.com. You may use the model cancellation form in the Annex to this policy, but you are not obliged to.

3.4     To meet the deadline it is enough that you send your communication before the cancellation period expires.

Effect of cancellation

3.5     We will reimburse all payments received from you, including the cost of standard outbound delivery. Where you chose a delivery service more expensive than the least expensive standard delivery we offer, we will refund the cost of the least expensive option and you will bear the difference.

3.6     We will make the reimbursement without undue delay, and no later than 14 days after the day we receive the goods back from you, or the day you supply evidence that you have sent them back, whichever is earlier.

3.7     We will refund using the same means of payment you used for the original transaction, unless you expressly agree otherwise. You will not incur any fee as a result of the refund.

3.8     You must send the goods back without undue delay, and no later than 14 days from the day you tell us you are cancelling. The deadline is met if you send them before those 14 days expire.

3.9     You will bear the direct cost of returning the goods. This does not apply where the goods are faulty, damaged or not as described. In those cases we pay, and section 5 applies instead.

3.10   You are only liable for any reduction in the value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning. In practice: you may examine and try items on as you would in a shop, but not wear, wash or alter them.

4. Exceptions to the right to cancel

The statutory right to cancel does not apply to:

•     goods made to your specification or clearly personalised, including customised names, numbers, badges, patches or embroidery;

•     sealed goods which are not suitable for return for health protection or hygiene reasons, where the seal has been broken after delivery. For our range this means underwear, socks and swimwear;

•     gift cards and digital vouchers. See section 10 for how these work.

 

These exceptions do not apply where the item is faulty, damaged or incorrect. In those cases section 5 applies in full, including to personalised items.

5. Faulty, damaged or incorrect items

5.1     We must supply goods that are of satisfactory quality, fit for purpose and as described. This is a legal obligation, and it applies in addition to and separately from the cancellation right in section 3.

If you are in the United Kingdom

Under the Consumer Rights Act 2015:

•     within 30 days of delivery you have the short-term right to reject the goods and receive a full refund;

•     after 30 days you are entitled to a repair or replacement within a reasonable time and without significant inconvenience;

•     if a repair or replacement is unsuccessful or cannot be provided, you may claim a price reduction or exercise the final right to reject;

•     for the first six months after delivery, any fault is presumed to have been present at delivery unless we can show otherwise.

 

If you are in the European Union

Under Directive (EU) 2019/771 you benefit from a legal guarantee of conformity of at least two years from delivery. For the first year, any lack of conformity is presumed to have existed at delivery unless we can show otherwise. Some member states provide longer periods or stronger presumptions, and where they do, those apply to you.

All other markets

We will accept a claim for a manufacturing fault for 12 months from delivery, or longer where the law of your country requires it.

In every case

5.2     We cover the cost of returning the item, and we refund the original outbound delivery charge in full.

5.3     We may ask for photographs before authorising the return so we can advise on the fastest resolution. We will not use this to delay a valid claim.

5.4     If you received an incorrect item, please tell us within 30 days of delivery so we can correct the order quickly.

5.5     Fair wear and tear, accidental damage, and damage caused by misuse, incorrect washing or alteration are not manufacturing faults.

6. Our 30-day return and exchange window

6.1     Separately from, and in addition to, any statutory right of withdrawal, we accept returns and exchanges for change of mind within 30 days of delivery, in every market we serve.

6.2     This is our own commercial policy. It is not the statutory right of withdrawal described in section 3, and it does not replace, shorten or extend it. If you are in the UK or the EU both are available to you, and you may rely on whichever is more favourable in your circumstances.

6.3     Items must be in original condition: unworn, unwashed, unaltered, with all original tags and packaging intact.

6.4     You may choose a refund, an exchange, or a credit voucher.

6.5     You are responsible for the cost of return postage.

6.6     The exceptions in section 4 apply to this window in the same way, and items marked as final sale are excluded from it under clause 7.2.

6.7     We may decline a return under this section if the item shows signs of wear, washing, damage or alteration. This does not affect your rights under section 3 or section 5.

7. Sale, promotional and final sale items

7.1     Your statutory rights are identical whether you paid full price or a discounted price. The right to cancel in section 3, and the legal guarantee in section 5, apply to sale and promotional items in exactly the same way. We cannot shorten or remove them, and nothing in this section tries to.

7.2     Our own 30 day window in section 6 also applies to sale and promotional items, with one exception: items clearly marked as final sale or clearance are not eligible for change of mind returns or exchanges.

7.3     Where an item is final sale we say so plainly on the product page, before you buy it. If it is not marked, it is not final sale.

7.4     Final sale items still carry your full statutory rights. If you are in the UK or the EU you can still cancel within 14 days under section 3, and in every market you can still claim under section 5 if the item is faulty, damaged or incorrect.

7.5     Where a refund is due on a discounted item, we refund the price you actually paid.

7.6     Where a discount applied to your order as a whole, for example a multi-buy or a spend threshold, and returning an item means the order no longer qualifies, we will recalculate the discount and adjust the refund accordingly. We will always explain the calculation.

8. How to return an item

8.1     Start your return through the Returns & Exchanges section under Support on old-school.com. The portal guides you through each step and issues any return label.

8.2     Alternatively, email support@old-school.com with your order number.

8.3     Please keep your proof of postage until the refund or exchange is confirmed.

8.4     Once we receive and inspect the item, we process the outcome you chose. Refunds are processed within 7 business days of receipt and approval, and always within the statutory deadline in clause 3.6.

8.5     Depending on your bank or card issuer, it may take a further 3 to 5 business days for the money to appear in your account.

9. Proof of purchase

9.1     Please supply your order number or order confirmation email.

9.2     Where you are exercising a statutory right and cannot supply an order number, any other reasonable evidence that you bought the item from us is acceptable.

9.3     For change of mind returns under section 6 only, where no proof of purchase is available, we may at our discretion issue a credit voucher to the value of the current selling price.

10. Gift cards and credit vouchers

10.1   Gift cards and credit vouchers issued by Old School are valid for 5 years from the date of issue.

10.2   They can be redeemed against any purchase on old-school.com, in a single transaction or across several, until the balance is used.

10.3   They cannot be exchanged for cash and cannot be reloaded.

10.4   Gift cards cannot be returned or cancelled once the code has been issued. Anything you buy using one carries exactly the same rights as anything bought with money.

10.5   Where a refund is due on an item paid for with a gift card or credit voucher, we refund to a gift card or voucher of the same value, carrying a fresh 5-year validity from the date of the refund.

10.6   If you lose a gift card, contact support@old-school.com with your order number and we will help where we can.

11. Peak trading periods

11.1   During major promotional periods such as Black Friday, returns volumes are higher and exchanges may take longer to dispatch than our usual timeframes.

11.2   Peak trading does not extend our refund deadlines. Where you have cancelled under section 3, we refund within the deadline in clause 3.6 whatever the time of year.

11.3   For an update on a particular return or exchange, contact support@old-school.com with your order number and we will look into it.

12. Complaints

12.1   If you are unhappy with how we have handled a return, email support@old-school.com. We will acknowledge within 2 business days and respond substantively within 5 business days.

12.2   We are not currently a member of an alternative dispute resolution scheme. If we cannot resolve your complaint between us, you remain free to take the matter to court, and nothing in this policy affects that right.

12.3   If you are in the European Union, your national European Consumer Centre can advise you on cross-border purchases. Details are available at eccnet.eu.

13. Contact and company details

Old School Brand UK Ltd

Registered in England and Wales, company number 16513086

Registered office: 1 Merus Court, Meridian Business Park, Leicester, Leicestershire, LE19 1RJ, United Kingdom

VAT registration number: GB 511 6732 15

Email: support@old-school.com

Website: old-school.com