The short version
- You have 28 days from the day your order arrives to tell us you want to return it.
- Items must come back unworn, unwashed and with their tags attached, in a condition we could sell them in.
- Refunds go back to the original payment method, within 14 days of us receiving the goods.
- Email support@aiiforge.shop to start a return. Do not send anything back before we reply — the return address depends on where your parcel came from.
Your legal right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer in the UK or the EU you have a 14-day cooling-off period. It runs from the day you (or someone you nominate) take physical possession of the goods. You can cancel for any reason, and you do not have to give one.
To cancel, send a clear statement to support@aiiforge.shop — for example, “I cancel my order 1234”. You then have a further 14 days to send the goods back.
Our own 28-day returns window is offered in addition to this statutory right, not instead of it.
How to return something
- Email support@aiiforge.shop with your order number and which items you are returning.
- We reply within one working day with the return address and a reference to write on the parcel.
- Send the parcel back using a tracked service and keep the proof of postage.
- We email you when it arrives, and again when the refund is issued.
Who pays the return postage
| Reason for return | Return postage | Original delivery charge |
|---|---|---|
| You changed your mind | You pay | Refunded at our standard rate if you return the whole order |
| The item is faulty, damaged or not what you ordered | We pay or reimburse | Refunded in full |
| Statutory 14-day cancellation | You pay | Refunded at our standard rate |
If you return only part of an order, the delivery charge is not refunded, because the delivery was still made.
What we cannot take back
- Items that have been worn, washed, altered or damaged after delivery.
- Items returned without their tags.
- Items returned after the 28-day window has closed, unless the item is faulty.
Sealed hygiene items are not part of this range, so no hygiene exclusion applies here. Nothing on this page affects your legal rights in respect of goods that are faulty, not as described or not fit for purpose under the Consumer Rights Act 2015.
Refunds
We refund to the original payment method. We do not issue store credit unless you ask for it. Once we receive your return we process the refund within 3 working days, and in every case within the statutory 14 days of receiving the goods back. Your bank or card issuer may take a further 3–10 working days to show it on your statement.
If you cancel before dispatch, we refund the full amount including delivery, within 14 days of you telling us.
We may reduce a refund to reflect any loss in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning — in practice, trying something on is fine; wearing it out is not.
Faulty or incorrect items
Email support@aiiforge.shop within a reasonable time of delivery with your order number and a photograph of the problem. We will offer a repair, a replacement or a refund in line with the Consumer Rights Act 2015, and we cover the return postage.
Cancelling an order before it ships
Email support@aiiforge.shop with your order number as soon as possible. If the order has not yet been dispatched we will cancel it and refund you in full. If it has already gone, treat it as a return.
Disputes
If you are not happy with how we have handled a return or a refund, reply to our last email and ask for it to be reviewed; we will respond within 5 working days. If we still cannot agree, you keep every right you have under UK consumer law, including the right to raise the matter with your card issuer or payment provider.