We want you to be completely satisfied with your Westward Bound purchase. This page explains our policies on returns, exchanges, cancellations and refunds, together with guidance for bespoke and standard-size garments, return timeframes and international returns.

As per Terms and Conditions. Section 10.

10. Returns, Exchanges, Cancellations & Refunds

Nothing within Clause 10 excludes or restricts statutory rights relating to goods that are faulty, not as described, not of satisfactory quality or not fit for purpose.

10.1. Cancellations. Custom-Made-to-Order. Cooling-off Period

Westward Bound classifies garments individually manufactured after an order is placed as Custom-Made-to-Order. Except for garments specifically offered from stock, the garment ordered would not otherwise be produced for stock.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day cooling-off right does not apply to goods made to a customer's specifications or to clearly personalised goods.

Where a Westward Bound Custom-Made-to-Order garment falls within this statutory exception because it has been made to the customer's specifications or is clearly personalised, cancellation or return cannot be required solely because the customer has changed their mind.

Where the statutory exception does not apply, the customer's statutory cancellation rights remain unaffected.

For cancellations and amendments outside an applicable statutory cancellation right:

• Standard Service orders enter production within 24 hours.
• Fast Track Service orders enter production within one hour.
• After production has commenced, Westward Bound may agree to a cancellation or order amendment at its discretion.
• Where such a cancellation or amendment is accepted, a 30% cancellation or order amendment charge applies to help cover design, administration, pattern preparation, material and production costs already undertaken on the customer's behalf.
• Fast Track Service fees are non-refundable once the priority production service has commenced, subject to applicable statutory rights.
• Refunds for accepted cancelled orders, where applicable under these Terms & Conditions, and eligible Stock Clearance purchases are processed within five working days.
• Refunds for returned goods are processed within 14 days of our signed receipt of the returned garment(s), or within any shorter period required by applicable law.

Any cancellation charge is subject to applicable consumer law and does not affect rights that cannot lawfully be excluded or restricted.

10.2. Returns, Exchanges & Problems With an Order

Please inspect your garments as soon as reasonably possible after delivery.

If there is a problem with your order, please contact Westward Bound promptly. We recommend contacting us within 24 hours where possible so that we can investigate the matter immediately.

Please provide your order reference and, where useful, photographs showing the issue.

We may ask you to return the garment for inspection before determining the appropriate resolution.

We recommend that returned goods are sent using an insured and tracked service requiring signature on delivery. Please retain proof of posting.

The request to notify us promptly does not limit your statutory rights concerning faulty, misdescribed or otherwise non-conforming goods.

10.3. Where the Error Is Our Fault

If a garment has a manufacturing fault, is not what you ordered or otherwise fails to conform to the contract, Westward Bound will provide the remedy required under applicable consumer law.

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

Where Westward Bound is responsible for reasonable return postage, we will meet or reimburse the applicable cost as required by law.

For reference, our current standard delivery charges are:

• United Kingdom: £10.00.
• European Union: £25.00.
• International: £38.00.

Nothing in this clause affects your statutory rights.

10.4.

Westward Bound is not responsible for damage caused after delivery by misuse, inappropriate care, accidental damage, neglect or normal wear and tear where the problem is not attributable to a manufacturing fault or other lack of conformity existing in the garment.

All garments are individually inspected before dispatch.

10.5.

Customers are responsible for checking the garment selection, size, colour, options and delivery address supplied when placing an order.

If you discover an error after ordering, notify Westward Bound immediately.

Standard Service orders normally enter production within 24 hours and Fast Track orders within one hour. Prompt notification therefore gives us the best opportunity to amend an order before production begins.

10.6. Custom-Made Returns, Amendments & Cancellations

Where a Custom-Made garment is returned or altered, or an order is cancelled, in circumstances outside an applicable statutory right, a 30% handling, production or cancellation charge may apply.

This charge helps to cover reasonable costs associated with the individually produced garment, including administration, pattern preparation, material and production work already undertaken.

Delivery charges and Fast Track Service fees are not refundable where the relevant delivery or priority production service has already been provided, except where applicable consumer law requires otherwise.

10.7. Promotional Discounts

Where a delivery discount, promotional offer or other benefit was conditional upon a minimum original order value, returning part of the order may reduce the retained order below the qualifying value.

Where permitted, the value of the original promotional benefit may then be taken into account when calculating the refund or credit due.

10.8. Size Exchanges & Alterations

If you have ordered the wrong size, please contact Westward Bound to discuss an exchange or alteration.

Size exchanges or alterations for correctly supplied Custom-Made garments are subject to a handling charge of 25% of the full garment price.

This reflects the fact that the original garment was individually Custom-Made for the customer as either a Standard Size or Tailored-for-You garment.

If Fast Track production is requested for the replacement garment, the relevant Fast Track Service fee will be payable again.

This charge does not apply where the sizing problem results from an error by Westward Bound or where statutory consumer rights apply.

10.9. Condition of Returned Garments

Garments accepted for contractual return or exchange must be returned in the condition in which they were supplied, subject to handling reasonably necessary to inspect them.

We cannot accept contractual returns where garments have been washed or where dressing aid, silicone polish or another surface treatment has been applied.

Please use only non-perfumed talcum powder when trying on a latex garment if required.

This clause does not restrict statutory remedies for faulty or otherwise non-conforming goods.

10.10. Damage, Neglect & Wear

Damage caused after delivery through accident, neglect, misuse, incorrect care or normal wear and tear is not considered a manufacturing fault.

If a garment develops a problem, we may request photographs before requiring its return. This helps us determine the most appropriate next step.

10.11. Faulty or Non-Conforming Goods

Where goods are faulty or otherwise fail to conform to the contract, Westward Bound will provide the remedy required by applicable consumer law.

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

Nothing within these Terms & Conditions restricts rights that cannot lawfully be excluded.

10.12. Return & Replacement Delivery Costs

For exchanges or contractual returns that are not the result of a Westward Bound error or manufacturing fault, the customer is responsible for return and replacement delivery costs.

Where a garment is faulty or Westward Bound supplied the wrong item, reasonable return and replacement delivery costs will be met where required by law.

10.13. Hygiene Clause

Certain garments of an intimate nature may be supplied subject to health-protection and hygiene restrictions.

Where a garment is supplied sealed for health-protection or hygiene reasons, the statutory cancellation exception may apply once that seal has been broken after delivery.

This may include garments such as thongs, briefs, jocks and boxer shorts.

Nothing in this clause affects the customer's rights where a garment is faulty, misdescribed or otherwise does not conform to the contract.

10.14. Return Timeframes

Where a statutory cancellation right applies, the statutory notification and return periods apply.

Where Westward Bound separately accepts a contractual return or exchange, customers should notify us within 14 days of delivery and return the garment within 30 days of delivery unless otherwise agreed.

Returns should be addressed to:

Westward Bound – Returns Department
2 Tavistock Place
Plymouth
Devon PL4 8AU
United Kingdom

10.14.1. United Kingdom & European Union

Where Westward Bound's contractual 30-day return period applies, goods must be returned no later than 30 days after delivery.

10.14.2. United States

Where Westward Bound's contractual 30-day return period applies, goods must be returned no later than 30 days after delivery.

10.14.3. All Other Countries

Where Westward Bound's contractual 30-day return period applies, goods must be returned no later than 30 days after delivery.

10.15. Returning Goods

Returns should be sent using an insured and tracked service requiring signature on delivery.

Please retain proof of posting.

Westward Bound cannot accept responsibility for returned goods until received by us, except where applicable law provides otherwise.

Where a parcel is returned following unsuccessful delivery or failure to collect it, re-dispatch charges may apply.

Reasonable costs arising from a return for which the customer is responsible may, where legally permitted, be deducted from any refund or credit otherwise due.

10.16. Worldwide – Additional Requirements When Returning Goods From Outside the UK

1. Clearly identify the shipment as returned goods on the customs declaration and accurately describe the contents.
2. Complete all courier and customs documentation required to identify the garments as goods being returned to their original country of export.
3. Where required, include supporting documentation such as a copy of the original Westward Bound invoice.
4. Shipping-agent charges, local import taxes and tariffs previously paid are non-refundable by Westward Bound unless applicable law requires otherwise.
5. Retain copies of all customs documentation and proof of posting, including the CN23 where applicable.

Customers are responsible for ensuring that customs declarations are accurate and complete.

10.17. Four for Three Special Promotional Offers

Where a Four for Three promotional offer applies:

1. If the item supplied free of charge is returned on its own, no monetary refund is due for that item.
2. If one of the paid items is returned, any refund will be calculated in accordance with Clause 10 and the original promotional terms, taking into account the value of the promotional benefit retained.

Westward Bound, Returns Department, 2 Tavistock Place, Plymouth, Devon, PL4 8AU. UK

This returns policy does not affect your statutory rights.

Terms and Conditions of Sale - Section 10

Returns. Please print and return the attached form with your garment/s