RETURNS AND REFUNDS POLICY

Last updated: 28 July 2026

This Returns and Refunds Policy explains how returns, cancellations, exchanges and refunds are handled for purchases made from Together Always.

Nothing in this policy limits or excludes any rights you have under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your Right to Cancel an Online Order

When purchasing online as a consumer, you normally have the right to cancel your order without giving a reason.

You may notify Together Always that you wish to cancel your purchase at any time from the date your order is placed until 14 calendar days after the day on which you, or a person nominated by you, receives the goods.

Where an order contains multiple products delivered separately, the cancellation period begins on the day after the final product is received.

To exercise your right to cancel, contact us within the 14-day cancellation period at contact@shoptogetheralways.com

Your cancellation request must clearly state that you wish to cancel the purchase and should include:

• Your full name;
• Your order number;
• The email address used for the order;
• The product or products you wish to return;
• The date on which you received the order.

After notifying us of your cancellation, you must return the products within a further 14 calendar days.

2. Return Eligibility

To help us process your return efficiently, products should be:

• Returned in their original condition;
• Unworn, unused and unwashed, except for reasonable inspection;
• Free from stains, odours, damage, pet hair or signs of excessive handling;
• Returned with all original labels, tags, accessories and packaging where reasonably possible;
• Accompanied by proof of purchase or the relevant order number.

You are permitted to inspect a product in the same way that you reasonably would in a physical shop.

If a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, Together Always may make a reasonable deduction from the refund to reflect any reduction in the product’s value.

The absence of original packaging does not automatically remove your statutory rights. However, you should package returned products securely to prevent damage in transit.

3. Products That Cannot Normally Be Returned for a Change of Mind

Unless a product is faulty, damaged, incorrectly supplied or not as described, the right to cancel may not apply to:

• Products made to your specifications or clearly personalised;
• Sealed products that are not suitable for return for health protection or hygiene reasons once unsealed;
• Underwear, swimwear, earrings, cosmetics or similar hygiene-sensitive products where a hygiene seal has been removed;
• Products that are liable to deteriorate or expire rapidly;
• Sealed audio, video or computer software products once unsealed;
• Products that have been inseparably mixed with other items after delivery;
• Gift cards or other digital products where performance has begun with your express consent and acknowledgement that the cancellation right will be lost.

This exclusion does not apply where the product is faulty, not as described, not fit for purpose or otherwise fails to comply with UK consumer law.

4. Faulty, Damaged, Incorrect or Misdescribed Products

Products supplied by Together Always must be:

• Of satisfactory quality;
• Fit for their normal purpose and any particular purpose agreed with us;
• As described;
• Matched to any sample or model shown, where applicable.

Please inspect your order after delivery and contact us promptly if a product is defective, damaged, incorrect or incomplete.

Include your order number and clear photographs or videos showing the problem where reasonably possible. Photographic evidence may help us resolve the matter more quickly, but it does not replace or remove your statutory rights.

Under the Consumer Rights Act 2015, you may have the right to reject faulty goods and receive a full refund within 30 days of receiving them.

After the initial 30-day period, you may be entitled to a repair or replacement. If a repair or replacement is impossible, unsuccessful, not provided within a reasonable period or causes significant inconvenience, you may be entitled to a price reduction or final right to reject the product.

Your precise remedy will depend on the circumstances and applicable law.

Where Together Always confirms that a product is faulty, damaged, incorrect or not as described, we will cover reasonable return postage costs or provide an appropriate return method.

5. Return Process

Before returning any product, contact contact@shoptogetheralways.com to request return instructions.

Please do not send products to an address shown on the parcel, shipping label, warehouse label or delivery documentation unless we have confirmed in writing that it is the correct return address.

The original shipping address may belong to a fulfilment partner and may not accept customer returns.

Once your return request has been reviewed, we will provide:

• The applicable return address;
• Any return reference required;
• Packaging instructions;
• Information about return postage;
• Any additional steps reasonably required to process the return.

Products returned without following the supplied instructions may be delayed, refused by the receiving facility or sent back to the customer.

You remain responsible for the returned product until it reaches the designated return location. We recommend using a tracked postal service and keeping proof of postage.

6. Return Postage Costs

For change-of-mind returns made under the statutory cancellation right, you will normally be responsible for the direct cost of returning the product unless:

• Together Always has agreed otherwise in writing;
• The product is faulty, damaged, incorrect or not as described;
• We failed to inform you before purchase that you would be responsible for the return cost.

Original standard delivery charges will be refunded where required by law.

If you selected a more expensive delivery method than the least expensive standard delivery option offered by Together Always, we are not required to refund the additional delivery cost.

7. Refund Processing

Once we receive the returned product, or satisfactory evidence that it has been sent back where applicable, we will inspect and process the return.

Refunds will be issued without undue delay and no later than 14 calendar days after:

• We receive the returned products; or
• You provide evidence that the products have been returned,

whichever occurs first.

For faulty goods rejected under the Consumer Rights Act 2015, refunds will be processed within the period required by applicable law.

Approved refunds will be made using the same payment method used for the original transaction, unless you expressly agree to another method.

You will not be charged a fee by Together Always for receiving a refund.

Although Together Always may process a refund promptly, your bank, card issuer or payment provider may require additional time to credit the amount to your account.

All refunds are issued in pounds sterling (£). Any exchange-rate differences, conversion fees or charges imposed by a bank or payment provider are outside Together Always’s control.

8. Exchanges

Together Always does not guarantee direct exchanges.

Where an exchange is available, it is subject to product availability and approval. The simplest method may be to return the original product for a refund and place a new order.

Your statutory rights are not affected.

9. Order Changes and Cancellations Before Dispatch

Contact us as soon as possible if you need to change or cancel an order.

We will attempt to assist, but we cannot guarantee that an order can be changed or cancelled after it has entered processing or been dispatched.

If the order has already been dispatched, you may use your applicable cancellation and return rights after receiving it.

10. Refused and Uncollected Deliveries

If a parcel is refused, not collected, or returned because an incorrect or incomplete address was supplied, we will contact you after the parcel is received by the relevant return facility.

Where legally permitted, reasonable shipping or return costs caused by an incorrect address, refusal or failure to collect may be deducted from a refund.

This does not apply where the delivery failure was caused by Together Always or the carrier, or where doing so would conflict with your statutory rights.

11. Promotional and Discounted Products

Products purchased during a promotion, sale or discount event remain covered by your statutory consumer rights.

Unless stated otherwise, eligible refunds will be based on the amount actually paid after discounts.

Where a promotion depends on purchasing multiple products, such as a bundle or multi-buy offer, returning part of the qualifying purchase may cause the promotional discount to be recalculated. Any adjustment will be reasonable and based on the terms of the original promotion.

12. Gifts

Where a product was purchased as a gift, any refund will normally be made to the original purchaser using the original payment method.

We may request proof of purchase before processing a gift return.

13. Abuse of the Returns Process

Together Always may refuse returns that are fraudulent, abusive or not permitted by law.

This may include attempts to return a different product, counterfeit product, deliberately damaged product or product that was not purchased from Together Always.

We may take reasonable steps to verify the identity of the purchaser and the authenticity of a return.

Nothing in this section permits Together Always to refuse a valid statutory claim.

14. Statutory Rights

This policy is intended to operate alongside your statutory rights and does not replace them.

Where this policy conflicts with mandatory UK consumer law, the mandatory legal provisions will apply.

Contact

For cancellations, returns, refunds or questions about this policy, contact Together Always at:

contact@shoptogetheralways.com