Refund policy

At FINDRA Clothing we work hard to provide a great service and design great products that suit every customer, but we also understand that you may, on occasion, choose to return items that are not suitable.

As a small business, unfortunately, we can’t offer free returns at this point in our journey, but we do aim to make the returns process as easy as possible for you should you need to send items back to us.

 

Exchanges

We are unable to provide exchanges and instead recommend you place a new order and make a Return using the ‘How to send an item back' instructions set out below.

FINDRA Returns Policy

It just wasn’t for you . . .

If you are not 100% satisfied with your purchase, return it within 30 days of receipt, in perfect condition and in the original packaging for a refund.

Returns are only accepted online for products purchased directly from findraclothing.com, or from our Innerleithen Retail shop.

If you have purchased from a FINDRA Clothing retail partner, then you must go through them and ask them to arrange your return or exchange.

To return an item please follow the following steps:

  • If on receipt of your product, you are uncertain about your purchase please keep your product in the original packaging until you have decided whether or not you wish to keep it.
  • All returns should be in ‘as new’ condition, both unwashed and unworn.
  • When returning items to FINDRA Clothing, please ensure the product is well packaged and protected from damage in transit.
  • When you receive goods from us you will find a paper return form enclosed.
  • This form allows you to tell us why you are returning your item(s) and this should be enclosed in the parcel with the returned item(s)
  • The form has important information relating to your order such as the order ID number and the items you have bought.
  • Gifted products can only be refunded to the original purchaser or a credit note can be provided to the gift recipient. Gift exchanges will show on the order history of the original purchaser.

 

How to send an item back

We offer a tracked returns service via the Royal Mail which will enable you to have the parcel picked up from your home at a time that’s convenient to you.

Please note this service is NOT Free and a small postal charge of £3.80 will be deducted from your refund payment when we process the order refund.

You can organise a return using the Royal Mail Tracked Returns service. Follow the link for further instructions on how to organise your tracked returns.

Please ensure you send the paper returns form with your product to make it easier for us to identify your order number and make the refund process easier and faster.

 

Using a courier of your choice

You can also return goods using a delivery service of your choice to the address below:

FINDRA Clothing
The Wool Store
Tweedvale Mills West
Galashiels Road
Walkerburn
EH43 6BE

  • If you choose to make a return using a delivery service of your own choice, we strongly recommend that you acquire a PROOF OF POSTAGE receipt and retain this until you receive an email confirmation that we are processing your return. Please note this service can take 4-6 working days to be delivered to us and please avoid using timed deliveries.
  • If you have purchased from a FINDRA Clothing retail partner, then they must arrange your return to us.

E-Gift Vouchers and Gift Vouchers

All Gift and eGift Vouchers / Gift Cards are non-refundable.

Gifts

Returning a gift item that was bought for you:

  • If you return a gift item bought for you by someone else, we can offer a gift receipt for the same value as the original purchase, this will allow you to place a new order for an item you would prefer.
  • Please email hello@findraclothing.com to let us know you wish to return the item in exchange for a gift receipt.
  • Gift receipts are only issued once we have received the original gift purchased back and are happy it is in a resalable condition.
  • Gift receipts will be sent to you by email.
  • You can use the Royal Mail Tracked Returns service to return your item, please note the postal cost of £3.80 will be deducted from your gift receipt value as our returns are not free.

FINDRA Repair Service return process

We want you to enjoy your FINDRA item for as long as possible, making it good for you and the environment, that’s why we offer a repair service on all of our 100% Merino and Merino Lite products – please visit our Repair Service page to read about our repair service and complete the repair form.

The process for returning an item to us to be repaired is the same process as outlined above for Returns using the Royal Mail Tracked Returns service.

Please note there is a charge of £17 (per item) for the repair service, this includes the postal costs for receiving and returning the item and also the repair itself.

Items for repair that have been worn should be laundered before return.

Warranty Issues

FINDRA is committed to design and produce high-quality products and stands behind the quality of the products it produces and sells. There may be occasions when manufacturing faults can and do occur. If you think your product has suffered a manufacturing fault, please contact us. Items that are damaged as a result of excessive or long-term usage are not considered faulty.

If your return is due to a manufacturing flaw, please contact us by email and provide any photographic evidence to support your return. Our email address is hello@findraclothin.com.

Please view our Repairs Service & Warranty Policy for more information.

Returns from outside the UK

FINDRA will not accept customs charges incurred when returning items. All packages must be marked “Goods returned under warranty”. If you do have any enquiries about your return once it has been posted, email hello@findraclothin.com. Please include the date the item was posted, the address it was returned to, the name it was sent under and the item’s tracking number if applicable.