If you would like to cancel an order, please contact our Customer Care team. We will refund the cost of the order and the original delivery charge. If we have already dispatched you order, you will need to return the item(s) to us at your own cost.
You are able to return products (except for those marked as exceptions) for a full refund if you return the item(s) to us within 14 working days of receipt. Provided you return the full order, we will refund the original delivery charge. The cost of returning the item(s) is at your own cost.
Returned products must be in their original packaging, with instructions and all parts included, in a fully resaleable condition. Items must not have been used or assembled in any way. Definition Style reserves the right to refuse a refund on any item not deemed to be resaleable or if any of the above terms have been breached.
Please include the returns slip from your delivery note in the parcel you are returning; without it, we may not be able to process your refund.
The refund will be within 14 days of the goods being received into our warehouse.
Please note: the parcel and its contents are your responsibility until they are received at our warehouse – we therefore recommend that you use a registered postal service and retain proof of postage. Definition Style is not responsible for returned goods being lost or damaged in transit. Please ensure the product is well packaged to avoid any damage during transport back to our warehouse, so that the product arrives at our warehouse in a resaleable condition.
How do I return an item?
If something is not right and you would like to return a product, please speak to our Customer Care team. When returning an item please remember the following:
- Please complete the Returns Reason Form found on your delivery note, indicating the item you are returning and your reason for return. Please ensure you include this slip within the parcel – without it, we may not be able to process your return.
- Use the original packaging to repack your returns, ensuring that the product is packed well enough to avoid any damage during transport back to our warehouse. The product must arrive at our warehouse in a resaleable condition.
- Remember to obtain a Certificate of Posting from the Post Office. This is your proof of posting if your parcel goes astray. We recommend you also use recorded delivery or similar, thereby obtaining a unique tracking ID.
Returns should be posted within 28 days of receiving your parcel.
We will refund the card that you used to purchase your goods. The refund will appear on your statement within 14 days of the goods being received into our warehouse.
If your item was faulty or damaged on arrival, please contact our Customer Care team within 48 hours of receipt and we will arrange to collect the item, and organise a replacement where possible.
I have received a faulty or damaged item.
We want all of our members to receive goods of the highest quality, so if your product is faulty or damaged on arrival, please contact our Customer Care team with details of the issue within 48 hours of receipt. We will arrange to collect the item from you and, wherever possible, we will endeavour to organise a replacement item for you. This, however, cannot be guaranteed as we do not hold stock ourselves. All collections are made Monday to Friday, between 9am and 5pm.
I have received an incorrect item
Every so often mistakes are made, but we do our best to resolve them out as quickly as possible. If you have received an incorrect item in your order, please contact our Customer Care team, and we will organise a free collection service to pick the item up from you. Wherever possible, we will endeavour to organise a replacement item for you. This, however, cannot be guaranteed as we do not hold stock ourselves.
Can I return an item for a replacement?
If you return a faulty item, we will do our best to contact the supplier and order you a replacement. As we do not hold stock ourselves, replacement items can only be provided subject to availability.
If you receive an incorrect item, we will endeavour to send you a replacement, subject to availability. If this is not possible, we will refund you, crediting the cost of the item and delivery to your payment card.
We are able to offer our members such exclusive prices because we order stock from our brand partners after each promotion has closed, rather than holding stock ourselves. This can make it difficult for us to order further stock at a later date, and generally means that, where a replacement is available, there will be a delay in getting the product to you.
Occasionally we may have spare stock in the warehouse if, for example, another customer has returned an item that was on your order or that you have chosen in exchange for the original product. In such cases, we will be able to supply a replacement. These coincidences cannot be relied upon, however, and we are therefore not able to guarantee an exchange. The nature of Definition Style does mean that we are likely to get popular items back in stock in future sales, so we recommend you keep checking your email newsletters and visit our promotions regularly in case the item you like is featured again.
When will I receive my refund?
The refund will be processed within 14 days of the goods being received into our warehouse.
- Food and Beverages, unless they are unopened with any seals and shrink-wrap intact.
- Pierced jewellery.
- Quilts, duvets, pillows and bedding unless the original packaging remains undamaged and unopened.
- Cosmetics/fragrance, once the original packaging has been opened
- Underwear, hosiery or swimwear without hygiene strips.