Refund policy

Returns & Refunds Policy

Last updated: 20 October 2026

At RAMIREZ, we want customers to understand the conditions of their purchase and the steps available when something goes wrong. This policy covers returns, cancellations, exchanges and refunds. Mandatory consumer rights take priority over any conflicting condition.

1. How to contact us

Our sole customer support channel is: sac@storeramirez.shop.

Include your order number, the email used at checkout, the item concerned and a clear description of your request.

2. Change-of-mind returns

You may request an eligible change-of-mind return within 14 calendar days after delivery. After notifying us, send the item back within a further 14 calendar days.

A reason can help us improve our service, but is not required when exercising a statutory cancellation right that does not require one.

Contact us before posting so that we can provide the correct return instructions. A return reference helps identify your parcel but does not remove statutory rights. Your cancellation notice is effective when you first clearly communicate it.

3. Condition of returned items

Change-of-mind returns should be unworn beyond a reasonable fitting, unwashed, unaltered and returned with the supplied accessories and tags where reasonably possible. Please package the goods securely.

Reasonable inspection, including trying on clothing as you could in a shop, does not automatically invalidate a statutory return. Where the law permits, a proportionate deduction may apply if handling beyond what was necessary has reduced the item's value. Any deduction will be explained.

Voluntary returns may be refused when goods have been worn, washed, altered or damaged after delivery, or when a request falls outside the stated window. These conditions do not exclude remedies for faulty, incorrect or misdescribed goods.

4. Return destination and postage

Return destination: [CONFIRM_RETURN_ADDRESS_AND_COUNTRY].

For change-of-mind returns, the customer pays the actual return postage unless free returns were expressly offered or applicable law requires otherwise. Any required information about return costs, including international returns, must be disclosed before purchase.

We do not charge an automatic restocking fee or payment-processing penalty under this policy. Keep your postage receipt and tracking details so that a delayed or missing return can be investigated.

Do not assume that a business identification address or the address printed on an outbound parcel is the correct return destination.

5. Damaged, faulty, incorrect or misdescribed goods

Email sac@storeramirez.shop as soon as reasonably possible if an item arrives damaged, is incorrect, develops a relevant fault or materially differs from its description.

Include the order number and an explanation of the issue. Photographs of the item, packaging or shipping label can help when available. An unboxing video is not required.

The 14-day change-of-mind window does not limit statutory rights relating to faults, incorrect goods, non-delivery or other legally protected circumstances.

We will assess the issue and provide the remedy required by applicable law, which may include repair, replacement or refund. We cover necessary, reasonable return costs where the law makes us responsible. Store credit is not a substitute for a refund you are legally entitled to receive unless you freely agree to it.

6. Refund amounts

Refunds reflect the amount actually paid for the returned goods, including any discount allocated to them at purchase. Refunds are not calculated using an undiscounted reference price.

Original standard delivery charges are refunded where required by law or where the refund results from our error. Otherwise, original delivery charges for a change-of-mind return are not refundable. A premium above standard delivery is refunded where legally required or expressly agreed.

7. Refund timing and payment method

We review returned goods and initiate any refund due without undue delay, ordinarily no later than 14 calendar days after receipt. Any earlier statutory deadline takes priority.

For UK statutory withdrawals, the applicable reimbursement deadline applies, subject only to lawful withholding until the goods or evidence of their return is received, whichever happens first.

Refunds are issued to the original payment method unless an alternative is legally permitted and agreed with you. Your bank or payment provider may need additional time to display the credit. We will provide confirmation of a refund we have issued.

8. Changes, cancellations and exchanges

Contact us immediately if you need to amend or cancel an order. We will explain whether it can still be stopped or changed. We cannot guarantee interception after dispatch.

Dispatch does not remove statutory cancellation rights. Exchanges depend on availability; if an exchange is unavailable, applicable return and refund rights remain.

9. Payment disputes and duplicate credits

If you have an order problem or do not recognise a charge, please contact us so that we can investigate. Contacting us first is encouraged for resolution, but is not a condition restricting your right to approach your bank or payment provider.

If a dispute is already open, provide its reference so that we can coordinate any remedy with the processor. We do not require withdrawal of a dispute as a condition of a remedy you are legally entitled to receive.

A customer is not entitled to duplicate reimbursement for the same loss. Any refund and dispute credit must be coordinated accordingly.

10. Your statutory rights

Nothing in this policy excludes non-waivable rights under applicable law, including relevant UK consumer protections, Australian Consumer Law, New Zealand's Consumer Guarantees Act, US state laws and Canadian provincial or territorial laws.

A reduced or promotional price does not, by itself, remove rights relating to faulty or misdescribed goods.

11. Customer support

For all return, refund, cancellation and exchange enquiries: sac@storeramirez.shop.