Refund policy
At Rules London, we offer a 28-day return policy for our customers. This means that you have 28 days after receiving your item to request a return.
To be eligible for a return, the item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging (undamaged). You will also need the receipt or proof of purchase.
To initiate a return, please contact us at Info@ruleslondon.com.
If your return request is approved, we will provide instructions on how to return the item to us. Once we receive the item, we will issue a full refund for the price of the item (excluding postage) as long as the item is returned in "as new" condition, unworn, unwashed, and with all labels, hygiene stickers (if relevant) and packaging intact.
We recommend obtaining a 'Certificate of Posting' from the post office to ensure your refund or exchange can be processed in the event that the returned item is lost or delayed in the post.
Please allow up to 10 working days for your item to be returned to us and processed before contacting us. Note that if upon inspection, the item is not returned in an unworn/unused/unwashed state, a full refund will not be issued.
Additionally, photographs are taken of every order prior to dispatch and upon receipt of a returned package. We encourage our customers to do the same in case of any disputes.
Customs/Clearance Fees
At Rules London, we are committed to providing our customers with a satisfactory shopping experience. However, in the event that you need to return an item that was shipped internationally, please note that any customs or clearance fees incurred will be the responsibility of the customer. These fees will be deducted from the refundable amount. Additionally, please note that returns sent back to us without first requesting a return will not be accepted or refunded. If you have any questions or concerns about returning an item, please do not hesitate to contact us at Info@ruleslondon.com.
Damages and issues
If you notice any defects, damages, or receive the wrong item upon receiving your order, please contact us immediately. It is important to include pictures or videos of the issue, so that we can fully evaluate the problem and take the necessary steps to rectify it. By providing this information, we can ensure that the issue is resolved in a timely and satisfactory manner. You can reach out to us at Info@ruleslondon.com for any questions or concerns regarding damages and issues with your order.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Personal use items
If you purchase a product that is considered a personal use item, such as a breastfeeding shield or other breastfeeding accessory, then by purchasing from us you agree to abide by our terms of sale. Personal Use items are non-refundable and non exchangeable if they have been opened and/or used. If you feel that the item is defective then you will need to do a very clear video of the product showing how you have set it up, and exactly why you feel it is defective and send that to us by email with a written explanation.
We expect mums to work with us to fix whatever issue they are having, especially since our bodies are all so different and the way one person uses an item may not work as well with another person. Most products have tips and tricks and hacks that can improve their functionality based on your body type, or the accessories you may use.
Sale items and gift cards
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The most efficient way to obtain the desired item is to first initiate a return for the current item and once the return is approved, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Return shipping costs
To return your product, you should mail your product using Royal Mail services only to the following PO Box:
Rules London
PO Box 1366
HARROW
HA3 3QS
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
NOTE: If you do not use a Royal Mail service to send the return, your item will be returned to you and you will have to re-send the item to us using the correct method. Please keep in mind that doing this may take you out of the returns window.