Return and Refund Policy

ISENDOR

Website: https://ISENDOR.store
Customer Support: contact@ISENDOR.store

Last Updated: 29 October 2026

1. Introduction

At ISENDOR, customer satisfaction is important to us. We are committed to providing quality men's fashion and a transparent, fair and straightforward returns and refunds process.

This Return and Refund Policy explains your rights and the procedures for cancelling orders, returning products, requesting refunds and reporting faulty or incorrectly supplied goods.

This policy is intended to comply with applicable United Kingdom consumer protection legislation, including:

• Consumer Rights Act 2015

• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

• Applicable consumer protection legislation governing fair commercial practices.

Nothing in this policy excludes, limits or otherwise affects your statutory consumer rights.

2. Your Right to Cancel an Online Order

Under the Consumer Contracts Regulations 2013, customers purchasing eligible products online generally have the legal right to cancel their order without providing a reason.

You have 14 days after receiving your goods to notify us that you wish to cancel.

If an order contains several items delivered separately, the cancellation period generally ends 14 days after you receive the final item.

To exercise your right to cancel, please contact:

Email: contact@ISENDOR.store

Please include your name, order number and a clear statement that you wish to cancel your purchase.

You may also use the cancellation form provided at the end of this policy.

Once you have notified us of your cancellation, you must return the relevant goods within 14 days.

Your statutory cancellation rights apply independently of any additional voluntary returns arrangements that ISENDOR may offer.

3. Return Eligibility and Product Condition

You may inspect and try on clothing in the same way that you would reasonably be permitted to do in a physical retail shop.

When preparing a return, we ask that you:

• Handle items carefully.

• Return items with their original labels and packaging where reasonably possible.

• Include any accessories supplied with the item.

• Pack the goods securely to prevent damage during transit.

Original packaging and attached labels are requested to help us process returns efficiently. Their absence does not automatically remove your statutory cancellation rights.

If goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may make a lawful deduction from the refund to reflect any resulting reduction in value.

A deduction will not be made merely because an item has been reasonably inspected or tried on.

These provisions do not restrict your rights where products are faulty, damaged or not as described.

4. How to Request a Return

To request a return, please follow these steps.

Step 1 – Contact Customer Support

Email contact@ISENDOR.store with:

• Your full name.

• Your order number.

• The item or items you wish to return.

• Your cancellation request or reason for returning, where applicable.

• Photographs if the item is damaged, defective or incorrect.

You do not need to provide a reason when exercising your statutory right to cancel an eligible online purchase.

Step 2 – Return Instructions

Our customer support team will provide the applicable return instructions and return address.

Step 3 – Package Your Return

Pack your products securely to minimise the risk of damage during return transportation.

Step 4 – Send Your Return

Return the goods within the applicable return period.

We recommend retaining proof of postage and tracking information until your return has been processed.

Contacting customer support is intended to simplify the return process and does not replace or restrict your statutory right to cancel by making a clear statement within the applicable period.

5. Return Shipping Costs

For eligible cancellations where the goods are not faulty, customers are responsible for the direct costs of returning the products, provided this responsibility was clearly disclosed before purchase.

ISENDOR will cover reasonable return shipping costs where required by law, including where goods are faulty, damaged, incorrectly supplied or otherwise fail to meet applicable statutory requirements.

Customers will not be required to pay undisclosed return charges.

If a prepaid return label is supplied, any applicable arrangements will be explained before the return is dispatched.

6. Refund Processing and Payment Methods

When you exercise your statutory right to cancel, ISENDOR will reimburse the amounts required by law without undue delay.

Where we have not offered to collect the goods, refunds will be issued no later than 14 days after:

• We receive the returned goods; or

• You provide evidence that the goods have been sent back,

whichever occurs first.

Where the applicable law requires an earlier refund, that requirement will be followed.

Refunds will be issued using the same payment method originally used for the purchase unless you expressly agree otherwise.

We will not impose an administrative refund fee.

Depending on your bank or payment provider, additional processing time may be required before the refunded amount appears in your account.

7. Original Delivery Charges

Where you cancel an eligible online order under your statutory cancellation rights, ISENDOR will refund the original delivery charge up to the cost of the least expensive standard delivery option offered for that order.

If you selected a more expensive delivery service, such as express delivery, we are not required to refund the additional cost above the standard delivery option.

Where standard delivery was provided free of charge, there will be no original delivery charge to reimburse.

If only part of an order is returned, any refund of delivery charges will be assessed according to the applicable legal requirements and circumstances of the order.

8. Faulty, Damaged or Incorrect Products

Under the Consumer Rights Act 2015, goods supplied by ISENDOR must:

• Be of satisfactory quality.

• Be fit for their intended purpose.

• Match their description.

• Correspond to any applicable sample or model.

If you receive a product that is faulty, damaged, materially different from its description or incorrect, please contact contact@ISENDOR.store.

Please provide your order details and, where practical, photographs showing the problem.

Photographs may help us resolve your request quickly but are not an absolute condition of exercising your statutory rights.

Depending on the circumstances, you may be entitled to a refund, repair, replacement or price reduction.

ISENDOR will meet the necessary costs associated with legally required remedies, including reasonable return postage costs where applicable.

9. Your Statutory Rights for Faulty Goods

Within the first 30 days

If goods do not conform to the contract, consumers generally have a short-term right to reject them for a full refund within 30 days, subject to the relevant statutory conditions.

After 30 days

Where the short-term right to reject has expired, consumers will generally be entitled to request a repair or replacement, subject to the requirements of the Consumer Rights Act 2015.

If a repair or replacement is impossible, unsuccessful, not completed within a reasonable time or causes significant inconvenience, the customer may become entitled to a price reduction or final right to reject.

Within the first six months

Where a fault becomes apparent within the first six months, the law generally presumes that it existed at delivery unless the trader proves otherwise or the presumption is incompatible with the nature of the goods or fault.

After six months

Customers may still have statutory remedies, although they may need to establish that the problem existed at the time of delivery.

The applicable limitation periods for bringing a claim may extend to six years in England, Wales and Northern Ireland, and generally five years in Scotland. These periods are not unconditional product guarantees.

10. Exchanges

If you would like a different size, colour or style, please contact our customer support team.

Exchanges depend on product availability and the circumstances of the request.

For a change-of-mind exchange, we may arrange a return and request that a new order be placed.

Where an exchange is required as a statutory remedy for non-conforming goods, ISENDOR will comply with applicable consumer protection law.

Customers will not be charged additional costs for a replacement where the law requires the trader to provide one without charge.

11. Non-Returnable Products and Legal Exceptions

Certain goods may be excluded from the statutory change-of-mind cancellation right.

These may include:

• Goods made to the customer's specifications or clearly personalised.

• Sealed products unsuitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery.

• Other products specifically exempted under applicable consumer contract regulations.

These exceptions apply only where the relevant legal requirements are satisfied.

Ordinary clothing and accessories are not automatically excluded from cancellation rights simply because they have been tried on, removed from their packaging or purchased during a promotional sale.

Nothing in this section removes the customer's statutory rights concerning faulty, defective, misdescribed or incorrectly supplied products.

12. Sale and Promotional Items

Products purchased during sales, promotions or special offers remain subject to the same statutory consumer protections as full-price products.

Customers retain their applicable rights to cancel eligible online purchases and seek remedies for faulty goods.

Any additional voluntary promotional returns conditions will be clearly explained before purchase and will not override statutory consumer rights.

13. Incorrect or Missing Items

If your delivery contains an incorrect item or an item is missing from your order, please contact:

contact@ISENDOR.store

Include your order number and a description of the issue.

We will investigate the matter and provide the appropriate resolution, which may include supplying the correct item, delivering the missing product or issuing a refund where required.

Customers will not be charged additional delivery costs to correct a mistake for which ISENDOR is responsible.

14. Lost Parcels and Delivery Problems

ISENDOR is responsible for goods until they come into the physical possession of the customer or a person identified by the customer to receive them, except where the customer independently arranges a carrier not offered by ISENDOR and the applicable statutory conditions are met.

If a parcel is lost or does not arrive, please contact us.

We will investigate the issue with the delivery provider and provide the appropriate remedy under applicable law.

Customers will not be required to resolve delivery failures directly with the courier where legal responsibility remains with ISENDOR.

15. Refused Deliveries and Uncollected Parcels

If an order is refused or left uncollected, please contact our customer support team.

We will assess the circumstances in accordance with applicable cancellation and delivery legislation.

Where the customer has validly exercised their statutory right to cancel, the relevant refund and return provisions of this policy will apply.

Any deductions or charges will be limited to those permitted by law.

16. Order Cancellations Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible:

contact@ISENDOR.store

We will seek to stop dispatch where reasonably possible.

If the order has already entered the delivery process, you may still exercise any applicable statutory cancellation rights.

A request to cancel an order will not be rejected merely because the order has already been processed or dispatched.

17. Refunds for Orders Paid by Card or Other Payment Services

Approved refunds will normally be returned to the original payment method.

For payments made using credit cards, debit cards or supported electronic payment services, the refund will be processed through the relevant payment provider.

Customers will not be required to accept store credit instead of a monetary refund where they are legally entitled to a refund.

Alternative refund arrangements may be used only where permitted by law and expressly agreed with the customer.

18. Proof of Purchase

To help verify a return or refund request, we may ask for reasonable evidence of purchase.

This may include:

• An order confirmation email.

• An order number.

• A receipt.

• A payment record.

• Other reasonable evidence linking the purchase to ISENDOR.

The absence of an original paper receipt does not automatically prevent the exercise of statutory rights where other satisfactory proof of purchase is available.

19. International Orders

For orders delivered outside the United Kingdom, additional local consumer protection laws may apply.

Where mandatory consumer protections in the customer's country provide rights that cannot lawfully be excluded, those rights will be respected.

International returns may involve customs documentation or other administrative requirements.

Any applicable return arrangements will be explained in accordance with the relevant legal requirements.

20. Fair Use and Misuse of the Returns Process

ISENDOR reserves the right to investigate suspected fraudulent return requests, including deliberate misrepresentation of product condition or purchase details.

Any investigation will be carried out fairly and will not be used to deny genuine statutory consumer rights.

We will not impose blanket restrictions on lawful returns or refunds.

21. Changes to This Policy

ISENDOR may update this Return and Refund Policy to reflect changes in business operations, legal obligations or customer service procedures.

Updates will be published on our website.

Changes will not retrospectively remove statutory rights or contractual rights already acquired by customers.

22. Governing Law and Consumer Protection

This policy is intended to operate in accordance with applicable United Kingdom consumer protection law.

Nothing in this policy affects mandatory rights available to customers under the laws applicable to their purchase.

Any contractual dispute provisions will remain subject to relevant consumer protection legislation and applicable rules concerning jurisdiction.

23. Contact Information

For questions about returns, cancellations, exchanges, refunds or your statutory rights, please contact us.

Store Name: ISENDOR

Website: https://ISENDOR.store

Email: contact@ISENDOR.store

Customer Support: contact@ISENDOR.store

Our customer service team will assist with your enquiry and provide appropriate return instructions.

24. Model Cancellation Form

Complete and return this form only if you wish to cancel your contract.

To: ISENDOR

Email: contact@ISENDOR.store

I/We hereby give notice that I/we cancel my/our contract of sale for the following goods:

Goods ordered: ______________________

Order number: ______________________

Ordered on: ______________________

Received on: ______________________

Name of consumer(s): ______________________

Address of consumer(s): ______________________

Signature of consumer(s): ______________________

(Only required if this form is submitted on paper.)

Date: ______________________

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