Refund & Exchange Policy

Returns & Exchanges

At True South, we want you to be happy with your purchase. If something isn't quite right, we're here to help.

Please read our returns policy below before sending anything back.

1. Returns

We accept returns within 30 days of the date your order was delivered.

To be eligible for a return, your item must:

Be unworn and unused
Be in its original condition
Have all original tags and labels attached
Be returned in its original packaging where reasonably possible
Not have any marks, stains, odours, pet hair or signs of wear

Please take care when trying on clothing. We recommend trying garments on indoors and not wearing them outside before deciding whether you wish to return them.

You are responsible for taking reasonable care of the goods while they are in your possession.

Change-of-mind returns

If you simply change your mind, choose the wrong size or decide the item isn't for you, you can return it within 30 days.

Return postage for change-of-mind returns is the responsibility of the customer, unless otherwise stated by True South.

Your statutory rights are not affected by this policy.

2. Exchanges

We are happy to offer an exchange for a different size or colour, subject to availability.

If you would like to exchange an item, please contact us within 30 days of delivery and let us know:

Your order number
The item you wish to exchange
The size or colour you would like instead

The replacement item will be sent once we have received and checked the returned item.

If the requested replacement is unavailable, we will offer you a refund or an alternative option.

3. Faulty or Damaged Items

If your item arrives faulty, damaged or develops a fault that you believe should not have occurred through normal use, please contact us as soon as possible.

Please provide:

Your order number
A description of the problem
Photographs showing the fault where appropriate

We will assess the issue and, where the item is confirmed to be faulty, we will provide an appropriate remedy in accordance with your statutory consumer rights.

Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

We will cover reasonable return postage costs for confirmed faulty, damaged or incorrectly supplied items.

Nothing in this policy affects your statutory rights under UK consumer law.

4. Incorrect Items

If we have sent you the wrong item, size or colour, please contact us as soon as possible.

We will arrange for the incorrect item to be returned and provide the correct item where available, or a full refund if appropriate.

We will cover the reasonable cost of returning an item that was sent incorrectly.

5. Refunds

Once your return has been received and inspected, we will process your refund where applicable.

Refunds will normally be made to the original payment method.

For eligible statutory cancellations, refunds will be made within the timeframe required by applicable consumer law.

Where you are exercising your statutory right to cancel an online order, we will refund the cost of the standard delivery service originally paid. If you selected a more expensive delivery option, we are not required to refund the additional amount above the standard delivery cost.

For our voluntary 30-day returns policy, the original delivery charge is not refundable unless the return is due to a fault, damage or an error on our part.

Condition of returned goods

Where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may be entitled to make a deduction from a refund to reflect any resulting reduction in value.

This does not affect your statutory rights.

6. Items We Cannot Accept for Change-of-Mind Returns

For hygiene and other legitimate reasons, certain products may not be eligible for return once opened or used where an applicable legal exception applies.

Any exclusions will be clearly identified on the relevant product page before purchase.

This does not affect your rights where an item is faulty, damaged or not as described.

7. Sale Items

Items purchased during a sale or promotional period can be returned in accordance with this policy.

Sale items have the same statutory consumer rights as full-price items.

8. Personalised or Custom-Made Items

Personalised or custom-made products may not be eligible for cancellation or change-of-mind returns where an applicable legal exemption applies.

If a personalised or custom-made item is faulty, damaged or not as described, your statutory rights still apply.

9. How to Start a Return

To request a return or exchange, please contact us through the contact details provided on our website.

Please include:

Order number:
Name:
Item(s) you wish to return:
Reason for return:
Refund or exchange requested:

We will then provide you with the appropriate return instructions.

Please do not send items back without contacting us first, as this may delay the processing of your return.

10. Return Postage

Unless the item is faulty, damaged or incorrectly supplied, the customer is responsible for the direct cost of returning an unwanted item under our voluntary returns policy.

We recommend obtaining proof of postage and using a tracked service, as True South cannot be responsible for items that are lost while being returned to us.

Where a return is being made because an item is faulty, damaged or incorrectly supplied, we will cover reasonable return postage costs.

11. Your Statutory Rights

This policy is in addition to, and does not affect, your statutory rights under UK consumer law.

When you buy goods online, you have legal rights under applicable UK consumer legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in these terms is intended to limit or exclude those rights.

If goods are faulty, not as described, or do not meet the standards required by law, you may have additional rights to a repair, replacement, price reduction or refund depending on the circumstances.