Refunds, Exchanges and Returns

Our standard return policy for items bought is 3o days. This applies to both online and in-store purchases, except in case of sale items, which you have 14 days to return. You have 14 days for sale items bought online, unless otherwise stated. If the item is unused, in its original packaging and accompanied by a valid proof of purchase, we’ll offer an exchange in our store or a full refund. This does not affect your statutory rights.

What are my statutory rights?

In addition to our 30 day goodwill policy, you also have certain statutory rights in relation to the products you purchase.

Statutory Rights in relation to Faulty Products

The statutory rights in relation to faulty products apply to in store purchases, as well as online and telephone orders. For online and telephone orders, the timelines below will start from the date of delivery. For in store orders, the timelines below will start from the date of purchase.  Your statutory rights are as follows:

Within 30 days of delivery/purchase of the product, you may exercise the right to a refund if the product purchased is not of satisfactory quality, fit for purpose or as described.  After the 30 day period, but within six months of delivery/purchase and where the product is faulty, you are entitled to a repair or replacement. Where repair or replacement is not possible, or the repair or replacement does not resolve the fault, you are entitled to a refund.
After six months of delivery/purchase, similar rights exist, but only if you can prove that the fault was present at the point of delivery/purchase. In addition, if repair or replacement does not resolve the fault, we may make a deduction from any refund for fair use.

Returns taken to our stores will be processed the same day as your visit. The refund will be issued to your original payment card, usually within 3-5 working days. You can return items via your school, however the refund will not be processed until the stipulated delivery day when we can also collect your returns or exchanges.  For instore returns and exchanges don’t forget to bring along your receipt.  If you are looking to return an item you have purchased online and you can’t make it to the store you’ll need to send it back to us using your desired courier, make sure you include the order number and reason for return within your return parcel.

Where to return it to:
Oz Schoolwear, 6 Chatsworth Parade, Petts Wood, Kent, BR5 1DF.

Your order summary is included in your parcel. You can also find your order summary in either your Order Confirmation email or your Ready to Collect email, if you collected your order from our Petts Wood store.

More returns help

What is your goodwill returns policy?

Our “goodwill refund policy does not affect your statutory rights under the Consumer Rights Act or other applicable legislation. Our “goodwill” refund or exchange policy is offered on clothing when goods are returned with a valid order summary. Your order summary is included in your parcel. You can also access your order summary via your order confirmation or ready to collect emails. Sale items For items purchased in our sale, we’ll be happy to either refund or exchange (store returns only) an item if you change your mind within 14 days of receipt. This is in addition to your statutory rights. Our refund and exchange policy for sale items purchased in store may differ and this will be made clear at you at the time of purchase. For final clearance sale items purchased online, we’ll be happy to offer a refund or an exchange (store returns only) within 14 days of receiving them. Unfortunately, final clearance sale items purchased in store cannot be returned. Your statutory rights are not affected.  Am I free to return as many items as I want?  We’re always happy to accept returns and you are free to return as many items as you like. We want our customers to have the best experience possible and so to help minimise customer returns and to inspire our customers, we have a number of helpful tools like size guides and inspire me to guide you.  We’re always here and happy to help.  If you have a question about your order or would like advice whilst browsing our website, you can use our popular web chat service to quickly get through to a friendly advisor and ask a question – alternatively we’re always available on the phone, via social media or email. If we notice an unusually high number of returns, we may contact you to ask for feedback and/or ask for you to verify your account activity with us.  As a business, we’re committed to building a sustainable future by having a positive impact through all that we do, and these tools are also there to minimise our overall environmental footprint.

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