Return Policy
Last updated: 05 Nov 2023
Returns & Exchanges
Our return policy allows you to request a return within 30 days of receiving your order and send the items back to us within this period. Returns received outside the 30-day window or items not in their original condition may be declined or issued as store credit at our discretion.
To qualify for a return, items must be in their original condition, unworn, unused, and with all original packaging and tags (if applicable). Items that are dirty, worn, have hair, are scented, or marked will not be eligible for a refund or exchange. Proof of purchase is required for all returns. Items purchased during any sale event, including clearance or promotional sales, are considered final sale and are not eligible for a refund, unless found to be faulty or misdescribed. These items remain eligible for exchange or store credit only, issued as a digital gift card, in line with our stated returns policy.
Items that are explicitly marked as ‘Final Sale’ on the product page are clearance items and are not eligible for refund, exchange, or store credit, unless they are faulty or not as described.
If you believe your item is faulty, this must be reported to us within 24 hours of receiving your delivery, along with clear photos and a description of the issue, so we can investigate promptly.
By completing a purchase during a sale event or on a final sale item, you acknowledge and accept these terms.
To start a return, please visit https://returns.powerleteclo.com. Items sent back to us without first requesting a return will not be accepted. Once your return is authorised, you will be provided with further instructions. If you choose to post your return yourself, we strongly recommend using a signed-for service and retaining your proof of postage until the return is fully processed.
• UK Returns* – £3.99 handling and restocking fee. A prepaid return shipping label is provided.
• International Returns* – £3.99 handling and restocking fee, plus shipping costs incurred. Customers are responsible for arranging their own return shipping. It is the customer’s responsibility to ensure that all applicable shipping fees, customs duties, taxes, handling charges, and required paperwork are completed and paid in full before dispatch. We do not accept responsibility for any courier or customs charges payable upon receipt of returned goods. Where such charges arise (including but not limited to underpaid shipping costs, customs clearance fees, or handling charges requested by the courier or customs authority), the delivery will be rejected, and the parcel may be returned to the sender. If, in exceptional circumstances, we are required to pay outstanding charges in order to receive the returned goods, these charges (plus any additional administration fees we incur as a result) will be deducted from any refund due to the customer.
Failure to follow our returns instructions correctly may result in delays, rejection of the return, or deductions from any refund amount to cover costs incurred.
*Please note: High volume/value returns may be subject to a higher returns fee.
If items from the same order are returned in multiple parcels, our standard shipping cost will be deducted from the refund, along with a £3.99 handling fee for each additional returned package.
Items purchased during sale events are eligible for exchange or store credit only, issued as a gift card.
For any questions about returns, feel free to contact us at support@powerleteclo.com.
Damages and issues
Please inspect your order upon reception and contact us immediately and within 48 hours of delivery if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We allow for one exchange per order. If you then decide to return the exchanged item, we allow for the outcome of store credit only. UK exchanges are free of charge. If you are an international customer and would like to exchange, please select store credit on our returns portal and place the order again.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please note that it can take 7-10 working days for your bank or credit card company to process and post the refund too. We will not provide a refund or an exchanged item, store credit will be the only option.
For full details on placing an order with Powerlete, please see our full Terms & Conditions here.
If a customer purchases an item at full price and then re-purchases the same item at a lower price during a sale, and subsequently returns the original full-price item, the refund for the original item will be issued at the lower sale price.
This policy applies to:
Purchases made within 21 days prior to the start of the sale
Items that are identical in size, style, and colour to those repurchased at the sale price
We reserve the right to verify all returns and sales history, and to refuse full-price refunds where this policy applies.
Legal Notice
Our returns policy aligns with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. While customers are entitled to a refund for goods that are faulty or not as described, items purchased during sale events are clearly marked under our Final Sale terms and are eligible for exchange or store credit only. These terms are presented prior to purchase and agreed to at checkout.