At Model Looks Ltd, we want you to be fully satisfied with your purchase. If you are not completely happy with your order, we offer a straightforward refund and return process, subject to the following terms and conditions.
1. Returns
We accept returns on most items within [30] days from the date of delivery, provided that the items meet the following criteria:
- Condition: Items must be unused, unworn, unwashed, and in original condition, with all tags attached.
- Packaging: Items must be returned in their original packaging (including any boxes, bags, or tags).
- Non-returnable items: The following items cannot be returned:
- Sale or clearance items
- Underwear, swimwear, or any intimate apparel (unless unopened and sealed)
- Gift cards
- Customized or personalized items
How to Return an Item:
- Contact Us: To initiate a return, please contact our customer service team or use the “Return” option in your account (if applicable). Please include your order number, the item(s) you wish to return, and the reason for the return.
- Return Authorization: Once your return is approved, you will receive a Return Authorization Number and instructions on how to proceed.
- Return Shipping: You are responsible for the cost of return shipping unless the item is defective or incorrect. We recommend using a trackable shipping service or purchasing shipping insurance for your return, as we cannot guarantee that we will receive your returned item.
2. Refunds
Once we receive your returned item(s) and verify that they meet our return conditions, we will process your refund.
- Refund Method: Refunds will be issued to the original payment method. Please note that it may take [7] business days for the refund to appear on your account or credit card statement, depending on your payment provider.
- Partial Refunds: In some cases, we may issue a partial refund if the item is returned in a condition that does not meet our return policy (e.g., missing tags, or damaged packaging).
- Processing Fees: Please note that shipping costs (both original and return) are non-refundable, except in cases where the item is defective or we made an error in fulfilling your order.
3. Exchanges
If you would like to exchange an item for a different size, colour, or style, we recommend placing a new order for the desired item and following the return process for the original item.
Unfortunately, we do not offer direct exchanges at this time.
4. Defective or Damaged Items
If you receive an item that is defective or damaged upon arrival, please contact us within [7] days of receiving the item. We will arrange for a full refund or replacement (at your preference), and we will cover return shipping costs for defective or damaged items.
To process your return for a defective item, please include:
- Photos of the defect or damage
- A description of the issue
- Your order number
5. How to Contact Us
If you have any questions or need assistance with a return or refund, please contact our Customer Support team at:
Model Looks
Email: [sales@modelooksdirect.co.uk]
Address: [110 Lancaster St, Leicester LE5 4GA, United Kingdom]
We aim to respond to all inquiries within [3] business days.
6. Important Notes
- We reserve the right to update or change our Return and Refund Policy at any time. Any changes will be posted on this page with an updated “Effective Date.”
- Please ensure all returned items are carefully packaged to avoid damage during transit. We cannot accept responsibility for items damaged during return shipping.
- Refunds will only be processed once the returned item(s) have been received and inspected.
7. Customer Satisfaction Guarantee
Your satisfaction is our priority. If you have any questions about our products or your order, please don’t hesitate to get in touch with our Customer Support team. We are happy to assist you and work toward a resolution.
Conclusion
At Model Looks Ltd, we want your shopping experience to be as smooth and enjoyable as possible. We are committed to providing high-quality products and excellent customer service. If something isn’t quite right with your order, our refund and return policy is designed to make the process easy for you.