Refund policy
Overview
Our refund and returns policy lasts 28 days. If 28 days have passed since your purchase, we can’t offer you a full refund or exchange.
Any returns must be unworn/unused in their original condition and packaging along with a valid receipt or delivery documents as proof of purchase.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
- Items shipped internationally which have incurred customs charges.
For more information about returning goods to the UK, please view the guidance from GOV.UK.
Refunds
Product refunds will be processed immediately if returned in person to the retail store within the Students Union building.
Items returned by post are to the cost of the customer, a refund will be processed once the items have been received back at the store. Postage fees charged from the original order will not be refunded.
Refunds for online orders will be credited back to the original payment method.
The customer should allow at least 14 days for the refund to be credited back to their bank account. This may take a little longer depending on how long it takes for their bank/building society to process the payment.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially processed.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at thestashshop@lsu.co.uk.
Exchanges
Customers can only exchange their purchase immediately if returned in person to the retail store within the Students Union building.
Customers cannot exchange their items by post, customers should follow the process for refunds within the above paragraph and re-order an alternative product.
Shipping returns
To return your product, you should mail your product with a completed returns form to:
The Stash Shop Returns
Spar, Loughborough Students' Union,
Ashby Road,
Loughborough,
Leicestershire,
LE11 3TT
United Kingdom
You will be responsible for paying for your own shipping costs for returning your item. Delivery charges will be refunded if the product is found to be faulty.
Depending on where you live, the time it takes for your returned product to reach us may vary.
Returned items are the customer’s responsibility until they are received back in store, customers returning items are responsible for making sure their product is packaged suitably so that it cannot get damaged in transit.
The parcel remains the customer’s responsibility until it arrives back in store and as such it is recommended that proof of postage/delivery is requested in case they need to contact us about their return.
Need help?
Contact us at thestashshop@lsu.co.uk for questions related to refunds and returns.