Refunds and Returns Policy
At Makenewfriends.org.uk, we want you to be happy with your purchase. We sell second-hand clothing and apparel, so items may show normal signs of previous wear, and we aim to describe each item as accurately as possible.
This policy explains how returns and refunds work when you shop with us online.
Change of mind returns
If you change your mind about an item, you have the right to cancel your order within 14 days of receiving it, in line with UK online shopping rules. Once you tell us you want to cancel, you then have 14 days to send the item back.
To qualify for a return, items should be:
- Unworn.
- Unwashed.
- In the same condition as received.
- Returned with any tags or packaging where possible.
Faulty or misdescribed items
If an item arrives faulty, damaged, or not as described, please contact us as soon as possible. You may be entitled to a refund, replacement, or other remedy depending on the situation and when the issue is reported.
Where an item is confirmed as faulty or misdescribed, we will cover reasonable return postage costs.
Refunds
Once we receive your returned item and inspect it, we will process your refund to your original payment method if the return meets the conditions of this policy. For change-of-mind returns, we will refund the price paid for the item and the standard delivery cost, where required by law.
We may reduce the refund if an item has been handled beyond what is necessary to inspect it, or if it is returned in a condition different from when it was sent.
Non-returnable items
Certain items may not be returnable for hygiene or safety reasons if they have been worn after delivery or are otherwise unsuitable for resale. Any item clearly marked as final sale, imperfect, or damaged at the time of purchase is only returnable if it is faulty or not as described.
How to start a return
To request a return, please email us with:
- Your name.
- Your order number.
- The item you wish to return.
- The reason for return.
Email: enquiries@makenewfriends.org.uk
Website: makenewfriends.org.uk
Return postage
If you are returning an item because you changed your mind, you are responsible for the return postage unless we agree otherwise. If the item is faulty or not as described, we will confirm the return process and cover reasonable return postage costs.
Processing times
Refunds are usually processed within 14 days of receiving the item back or receiving proof that it has been returned, depending on the circumstances. Please allow extra time for your bank or card provider to complete the refund.
Contact us
If you have any questions about this policy, please contact:
Makenewfriends.org.uk
Email: enquiries@makenewfriends.org.uk
Privacy Policy
Privacy Policy
This Privacy Policy explains how Makenewfriends.org.uk collects, uses, stores, and protects your personal data when you visit our website or place an order. We are committed to handling your information responsibly and in line with UK GDPR and the Data Protection Act 2018.
Who we are
Makenewfriends.org.uk is the controller of your personal data for the purposes described in this policy. If you have any questions about this policy or how we use your data, you can contact us at:
Email: enquiries@makenewfriends.org.uk
Website: makenewfriends.org.uk
What we collect
We may collect the following information when you use our site:
- Your name.
- Your email address.
- Your billing and delivery address.
- Your phone number, if provided.
- Order details and purchase history.
- Messages or enquiries you send to us.
- Website usage data, such as pages visited and device/browser information.
How we use your data
We use your personal data to:
- Process and deliver your orders.
- Communicate with you about your order.
- Handle returns, refunds, and customer support.
- Send marketing emails if you have opted in.
- Improve our website and services.
- Meet legal, tax, and accounting obligations.
Lawful bases for processing
Under UK GDPR, we must have a lawful basis for using your personal data. We may rely on:
- Contract: to process and deliver your order.
- Legitimate interests: to run and improve our business, prevent fraud, and understand website performance.
- Consent: for marketing emails and non-essential cookies.
- Legal obligation: for accounting, tax, and compliance records.
Sharing your data
We may share your information with trusted third parties who help us run our business, including:
- Payment processors.
- Delivery and courier services.
- Website hosting providers.
- Email and marketing platforms.
- Accounting or bookkeeping providers.
We only share the information needed for those services and require providers to handle your data securely where appropriate.
Cookies
Our website may use cookies and similar technologies to make the site work properly, understand how visitors use it, and improve the user experience. Where required, we will ask for your consent before using non-essential cookies.
How long we keep your data
We keep personal data only for as long as necessary for the purpose it was collected, including to meet legal, accounting, or reporting obligations. When data is no longer needed, we will securely delete or anonymise it.
Your rights
Under UK GDPR, you may have the right to:
- Access the personal data we hold about you.
- Correct inaccurate or incomplete information.
- Request deletion of your data in certain circumstances.
- Object to certain types of processing.
- Restrict processing in certain cases.
- Request transfer of your data in some situations.
- Withdraw consent where processing is based on consent.
Marketing
If you sign up to receive marketing emails, we may send you updates about products, offers, and news. You can unsubscribe at any time by using the unsubscribe link in our emails or contacting us directly.
Security
We take reasonable steps to protect your personal data from loss, misuse, or unauthorised access. However, no online system can be guaranteed completely secure.
Changes to this policy
We may update this Privacy Policy from time to time to reflect changes in our business or legal requirements. Any updated version will be posted on this page with a new effective date.
Contact
For privacy-related questions or requests, contact:
Makenewfriends.org.uk