Refund policy
Return and refund policy
Change-of-mind returns
You may cancel your online order for any reason from the date you place the order until 14 days after receiving it. To exercise this right, email us at hello@whyteandsmith.com within that period and clearly tell us that you wish to cancel or return your order.
After notifying us, you must send the item back within a further 14 days to:
Whyte & Smith Socks
11 Main Street
Rempstone
LE12 6RH
United Kingdom
For change-of-mind returns, you are responsible for the cost of returning the item. We recommend using a tracked postal service, as the item remains your responsibility until it reaches us.
You may inspect an item as you would in a shop. Please return it unworn and unused, with its original tags and packaging where reasonably possible, together with your receipt or other proof of purchase. We may reduce the refund if the item’s value has been diminished by handling beyond what was reasonably necessary to inspect it.
Please contact us before sending anything back. Items returned without sufficient information to identify the order may delay your refund.
Cancellations before dispatch
You may request cancellation of an order before it has been fulfilled by contacting hello@whyteandsmith.com. If the order has already been dispatched, you may return it under the change-of-mind procedure above.
Faulty, damaged or incorrect items
Please inspect your order when it arrives and contact us as soon as possible if an item is faulty or damaged, does not match its description, or if you receive the wrong item.
Email hello@whyteandsmith.com with your order details and, where helpful, photographs showing the problem. If a return is required because the item is faulty, damaged, incorrectly described or incorrectly supplied, Whyte & Smith will pay the reasonable return cost or provide an appropriate return method.
Nothing in this policy limits your rights under the Consumer Rights Act 2015. This includes the short-term right to reject qualifying faulty goods within 30 days and your applicable rights to a repair, replacement, price reduction or refund after that period.
Exceptions
We cannot accept change-of-mind returns for:
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goods made to your specifications or clearly personalised; or
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sealed goods that are not suitable for return for health-protection or hygiene reasons, if the seal has been broken after delivery.
These exceptions do not affect your rights where an item is faulty, damaged, incorrectly described or incorrectly supplied.
Sale items have the same statutory cancellation and fault-related rights as full-price items. Gift cards cannot normally be returned or exchanged for cash, except where required by law.
Please contact hello@whyteandsmith.com if you are unsure whether an item is eligible for return.
Exchanges
We do not currently offer direct exchanges. The quickest way to obtain a different item or size is to return the original item and place a new order. This does not affect your statutory rights concerning faulty goods.
Refunds
For a valid change-of-mind cancellation, we will refund the price paid for the returned goods and the cost of our least expensive standard delivery option. Any additional amount paid for an enhanced or express delivery service is not refundable unless required by law.
We may withhold the refund until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first. Refunds will be made without undue delay and no later than 14 days after that point, using your original payment method unless otherwise agreed. We will not charge a refund fee.
Your bank or payment provider may require additional time to show the refund in your account.
For questions about returns or refunds, contact: