Returns Policy
Overview
We want you to be happy with your purchase. This Returns Policy explains your rights and our process for returning goods ordered from Chameleon Scrubs.
This policy applies to online orders placed through our website.
Your Statutory Right to Cancel (Consumers)
If you are a consumer (not purchasing on a business-to-business basis), you have the legal right to cancel your order within 14 days of receiving your goods, without giving any reason.
To exercise your right to cancel, you must notify us in writing (by email or letter) within the 14-day cancellation period using the contact details on our website.
Effects of Cancellation
If you cancel your order within the statutory period:
We will refund the price of the goods and the standard delivery cost (where applicable)
Refunds will be issued using the original payment method
Refunds will be processed within 14 days of:
receiving the returned goods, or
receiving proof that the goods have been returned
We may withhold the refund until one of the above conditions is met.
Return Conditions
Unless goods are faulty or incorrect:
Items must be unused, unworn, and unwashed
Items must be returned in their original packaging
All tags and hygiene seals must be intact
We reserve the right to refuse returns where goods show signs of wear, use, damage, or alteration
Return Shipping Costs
Return shipping costs are the responsibility of the customer, unless the goods are faulty or incorrect
We do not refund return postage costs
For international returns, all return shipping costs, customs charges, duties, and taxes are non-refundable
We recommend using a tracked and insured delivery service when returning items, as we cannot be responsible for items lost in transit.
Faulty or Incorrect Items
If you receive goods that are faulty, damaged, or incorrect, please contact us in writing within five (5) working days of delivery.
Where a fault is confirmed:
We will offer a replacement, repair, or refund in line with the Consumer Rights Act 2015
We will reimburse reasonable return postage costs where applicable
Items Excluded from Returns
The following items cannot be returned unless faulty:
Personalised or made-to-order items
Items made to customer specification
Items that are unsuitable for return due to hygiene reasons once worn or opened
Items where a hygiene seal has been removed or broken
International Orders – Important Information
For orders delivered outside the UK:
Import duties, customs charges, and local taxes are not refundable
Refusal to pay customs charges may result in goods being returned or destroyed
In such cases, refunds may not be possible
By placing an international order, you agree to these conditions.
Business-to-Business Orders
Orders placed on a business-to-business basis are not covered by statutory consumer cancellation rights unless expressly agreed in writing.
Returns for B2B orders are accepted at our discretion only and may be subject to restocking fees.
Refund Processing Time
Refunds are typically processed within 5–10 working days after approval, depending on your payment provider.
How to Return an Item
Before returning any item, please contact us using the details on our website to receive return instructions. Returns sent without prior notification may be refused.
Contact Us
If you have any questions about returns, cancellations, or refunds, please contact us using the details provided on our website.
