We want you to feel confident shopping with Syntira LTD. This policy explains your cancellation, return and refund rights. It does not limit any rights you have under applicable consumer law.
1. Your 14-day right to cancel
If you are a consumer in the United Kingdom, you may cancel your order for most items within 14 days after you, or a person you nominate, receives the goods. You do not need to give a reason.
To cancel, email [email protected] with your name, order number, the items you wish to cancel and a clear statement that you are cancelling. You may use this wording: “I hereby give notice that I cancel my contract for the following goods: [items], ordered on [date], received on [date], name: [name], address: [address].”
2. Returning cancelled items
After telling us that you wish to cancel, you must send the items back within 14 days. Before posting a return, contact us at [email protected] for return instructions. Unless the item is faulty, incorrect or otherwise our responsibility, you are responsible for the direct cost of returning it. We recommend using a tracked service and keeping proof of postage.
Returns should be sent to:
Syntira LTD
Suite 302, 4 Station Square
Cambridge, United Kingdom
CB1 2GE
3. Condition of returned items
You may inspect and try on an item as you would in a shop. Please return items unworn, unwashed, undamaged and with original tags and packaging where reasonably possible. We may make a deduction from a refund if an item’s value has been reduced by handling beyond what is necessary to establish its nature, characteristics and functioning.
For hygiene reasons, we cannot accept the cancellation of sealed goods that are unsuitable for return for health-protection or hygiene reasons once they have been unsealed. This may include certain intimate garments or accessories where clearly marked as sealed and non-returnable once opened. Your statutory rights for faulty goods are not affected.
4. Refunds after cancellation
For a valid full-order cancellation, we will refund the price paid for the returned items and the cost of standard outbound delivery, where applicable. If you chose a more expensive delivery option, we only need to refund the cost of our least expensive standard delivery method.
We will make the refund using the original payment method, unless we agree otherwise. We may wait until we have received the goods back, or you have provided evidence that you have sent them back, whichever is earlier. Refunds are normally processed within 14 days after that point.
5. Faulty, damaged or incorrect items
If an item is faulty, damaged, not as described or not fit for purpose, contact us promptly at [email protected] with your order number and clear photographs where possible. Do not return the item until we provide instructions. Where we confirm a fault or error, we will provide an appropriate remedy in line with your statutory rights, which may include a repair, replacement, price reduction or refund. We will cover reasonable return costs for items that are faulty or supplied in error.
For UK consumer purchases, you may have a short-term right to reject faulty goods within 30 days of delivery. Your legal rights may continue beyond this period.
6. Exchanges
We do not offer direct exchanges. If you need a different size, colour or item, please return the unwanted item in accordance with this policy and place a new order, subject to availability.
7. International returns
International customers must follow the same return-notification process. Unless the item is faulty or sent in error, you are responsible for return postage, insurance, customs documentation and any duties or charges incurred in returning the item. We cannot refund import duties or taxes charged by your local authorities.
8. Contact us
Syntira LTD
Suite 302, 4 Station Square, Cambridge, United Kingdom, CB1 2GE
[email protected]