Refund policy

Refund and Returns Policy

Effective Date: 17 September 2026

Store Name: Fires Outlet

Customer Support: help@firesoutlet.store

At Fires Outlet, we are dedicated to providing apparel of exceptional craftsmanship and timeless British design. If you are not entirely satisfied with your purchase, we offer a comprehensive returns and refund procedure in strict compliance with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Statutory Right to Cancel ("14-Day Cooling-Off Period")

Under the Consumer Contracts Regulations 2013, you are entitled to cancel your order without stating any reason within 14 calendar days from the day on which you (or a designated third party other than the carrier) acquire physical possession of the goods.

Notice of Cancellation: To exercise this right, you must inform us of your decision by submitting a clear statement via email to help@firesoutlet.store prior to the expiry of the 14-day cancellation window.
Return of Goods: You must dispatch the items back to us without undue delay and in any event not later than 14 calendar days from the day on which you communicate your cancellation to us.
Condition of Items: In accordance with UK law, you are permitted to handle and inspect the garments as you would in a physical boutique. However, items must be returned in their original condition: unworn, unwashed, with all original tags, tailored spare buttons, and brand packaging intact. A deduction may be made from the reimbursement if the value of the goods has been diminished through unnecessary handling.

2. Faulty or Misdescribed Goods (Consumer Rights Act 2015)

Under the Consumer Rights Act 2015, all goods supplied must be as described, fit for purpose, and of satisfactory quality.

30-Day Short-Term Right to Reject: If an item is received damaged or develops a manufacturing fault within 30 calendar days of delivery, you have the legal right to reject the item and obtain a full refund.
Beyond 30 Days (Repair or Replacement): If a fault develops after the initial 30 days but within 6 months of receipt, we are entitled to an opportunity to repair or replace the item. Should a repair or replacement prove unsuccessful or disproportionate, you will be entitled to a full or partial refund.
Return Shipping for Faulty Goods: Where goods are proven faulty or do not conform to the contract, Fires Outlet will cover the standard return postage costs or supply a prepaid return shipping label.

3. Exclusions from the Right of Cancellation

Unless faulty, the statutory right to cancel does not apply to:

Tailored, customised, or bespoke garments made to specific personal measurements.
Unsealed hygiene-sensitive items (such as underwear or socks) where packaging has been opened after delivery.

4. Refund Processing and Timeline

Reimbursement: Upon approving your return, we will reimburse all payments received from you, including our standard outbound delivery costs (in accordance with statutory provisions, any premium delivery service selected, such as express Saturday delivery, will be refunded up to the cost of standard delivery only).
Payment Method: All refunds are processed via the original method of payment used at checkout. No additional transaction fees will be incurred.
Timeline: We will process your refund without undue delay, and strictly within 14 calendar days from:
1. The day we receive the returned goods back at our fulfillment centre, or
2. The day you provide verifiable evidence that the goods have been dispatched back to us (whichever is earlier).

5. Return Instructions

To initiate a return:

Email help@firesoutlet.store quoting your order number, the item(s) you wish to return, and the reason for the return.
Our client care team will issue a Return Merchandise Authorisation (RMA) number and provide the dedicated UK return address.
Package the items securely in their original packaging and retain proof of postage until your refund has been processed.