Refund policy
Return Window
You have 30 days from the date you receive your item to request a return. Once your return request is approved, please return the item to us.
Return Conditions
To be eligible for a return, your item must be:
- Unworn and unused
- In the same condition as received
- Returned with all tags attached
- Returned in its original packaging
- Accompanied by proof of purchase
Please do not send items back until you have received return instructions from Client Services.
Return Shipping
We do not charge a return, handling or restocking fee. Return postage is arranged and paid by the client when a return is made because of fit, preference or a change of mind. We do not provide a prepaid return label for these returns.
If an item is faulty, damaged in transit or incorrect, please contact Client Services before sending it back. We recommend using a tracked service and keeping proof of postage.
Refund of Original Delivery Fees
When a return is accepted, we refund the item price plus the original standard delivery charge paid at checkout.
If you selected a premium delivery option, we will refund up to the cost of standard delivery.
Personalised and Custom Items
Our standard products may be produced to order, but this does not remove your right to request a return under this policy.
Personalised, customised or made-to-your-specific-requirements items are not eligible for change-of-mind returns. This does not affect your statutory rights if an item is faulty, incorrect or not as described.
Exclusions
We cannot accept returns for:
- Gift cards
- Personalised or customised items
- Items returned worn, used, damaged, without tags or without original packaging
- Sealed hygiene-sensitive items where the seal has been removed, where applicable
- Sale items may be returned in line with our standard return conditions unless clearly marked as final sale, where legally permitted. This does not affect your statutory rights if an item is faulty, incorrect or not as described.
Faulty or Incorrect Items
If your item arrives faulty, damaged or incorrect, please contact us immediately with your order number, a clear photo and a brief description of the issue.
If the item is confirmed as faulty, incorrect or not as described, return shipping costs will be reimbursed once your return is approved and processed.
Exchanges
To minimise waste and avoid overproduction, many Samson Mwita pieces are produced to order. We recommend reviewing the size guide before purchasing.
If you wish to exchange an item for a different size or colour, please request a return within 30 days of receiving your order. Once your return is approved, return the original item and place a new order for your preferred size or colour.
UK and EU Online Cancellation Rights
For online orders, you have 14 days from receiving your item to tell us you wish to cancel or return your order. Once your return is approved, you have a further 14 days to send the item back.
Returned items must meet our standard return conditions.
Refunds
Once your return has been received and inspected, we will notify you by email.
If approved, your refund will be issued to your original payment method within 14 days of receiving the goods back or receiving proof of postage.
Depending on your bank or card provider, this may take up to 15 days to appear in your account.
If more than 15 business days have passed since your return was approved, please contact hello@samsonmwita.com.