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Refund policy

Refund Policy – Red Label Outlet

Orders

Red Label Outlet accepts payment through PayPal, Shopify Payments, and major credit/debit cards.

When you place an order, you will receive an order confirmation. Acceptance of your order takes place when we confirm and process your order for fulfilment. We reserve the right to cancel or refuse an order before dispatch where necessary, including where payment has not been received, stock is unavailable, delivery details are incorrect, fraud checks are not passed, or there has been an obvious pricing or product information error.

  • Payment must be received before an order can be processed.
  • If payment is not received or cannot be verified, the order may be cancelled.
  • If you need help with payment or order details, please contact us at support@redlabeloutlet.co.uk.

Returns

We offer a 30-day return policy. This means you have 30 days from the date you receive your item, or the last item in your order, to request a return.

To request a return, cancellation, or withdrawal, please use our online customer account portal here: Withdraw from contract here. You can also contact us at support@redlabeloutlet.co.uk.

If your return is approved, we will provide return instructions. For change-of-mind returns, you are responsible for arranging and paying for return shipping unless we agree otherwise or unless the item is faulty, damaged, incorrect, or not as described.

Important: Items sent back without first requesting a return may not be accepted.

To be eligible for a return, the item must be:

  • unused and in the same condition that you received it;
  • in its original packaging where applicable;
  • complete with any seals, tags, accessories, free gifts, manuals, and promotional items supplied with it; and
  • accompanied by your order number or proof of purchase.

We recommend using a tracked postal service when returning items. You are responsible for the item until it reaches us, unless we have provided the return method or the return is due to our error.

Fragrance, Beauty, Cosmetic, and Hygiene-Sensitive Items

For hygiene, health, and safety reasons, certain items may not be eligible for return once they have been opened, unsealed, used, tested, sprayed, or otherwise handled beyond what is necessary to inspect them.

This may include, but is not limited to, fragrances, cosmetics, skincare, personal care items, and other sealed goods that are not suitable for return for health or hygiene reasons once unsealed.

This does not affect your statutory rights if an item is faulty, damaged, incorrect, or not as described.

UK and EU Statutory Cancellation / Right of Withdrawal

If you are a consumer based in the United Kingdom or European Union, you may have a statutory right to cancel most online purchases within 14 days of receiving your goods, without giving a reason. This is also known as the cooling-off period or right of withdrawal.

Our 30-day return policy does not reduce your statutory rights. It gives eligible customers a longer period to request a return, subject to this policy and applicable law.

You may exercise your right of cancellation or withdrawal by using our online withdrawal option here: Withdraw from contract here, or by contacting us at support@redlabeloutlet.co.uk.

If you cancel under your statutory cancellation or withdrawal rights after receiving the goods, you must return the goods to us without undue delay and no later than 14 days after telling us that you wish to cancel, unless we agree otherwise.

For statutory cancellation or withdrawal returns, you are responsible for the cost of return shipping unless the item is faulty, damaged, incorrect, not as described, or we are required by law to pay the return cost.

Where required by law, we will refund the price paid for the goods and the standard outbound delivery charge. We do not have to refund any additional amount paid for premium, express, nominated-day, or enhanced delivery above the cost of our standard delivery option, unless required by law.

We may reduce your refund to reflect any loss in value caused by handling the goods beyond what is necessary to inspect their nature, characteristics, and functioning.

Some products may be excluded from statutory cancellation rights, including sealed goods that are not suitable for return for health or hygiene reasons once unsealed, personalised items, and other items excluded by applicable law.

Cancellations Before Dispatch

If you wish to cancel an order before it has been fulfilled or dispatched, please contact us as soon as possible at support@redlabeloutlet.co.uk or use the cancellation/withdrawal option available through your order or customer account where available.

Submitting a cancellation request does not automatically cancel your order. We will review the request and process it in accordance with the status of the order and applicable consumer law.

If your order has already been fulfilled or dispatched, you may need to request a return instead.

Damaged, Faulty, or Incorrect Items

Please inspect your order as soon as it arrives. If you receive an item that is defective, damaged, incorrect, missing, or not as described, please contact us as soon as possible at support@redlabeloutlet.co.uk.

Please include your order number, a description of the issue, and clear photos where relevant so that we can evaluate and resolve the matter promptly.

If the issue is confirmed, we will offer an appropriate remedy in accordance with your consumer rights, which may include a replacement, repair, refund, or other resolution depending on the circumstances.

Exchanges

If you would like to exchange an item, the fastest way is to request a return for the item you have and place a separate order for the new item once your return has been accepted.

Exchanges are subject to stock availability and our return eligibility checks.

Refunds

Once your return is received and inspected, we will notify you of the approval status.

If approved, your refund will be issued to your original payment method. Please note that it may take several business days for your bank, card provider, PayPal, or payment provider to process and post the refund.

For statutory cancellations, withdrawal requests, faulty items, damaged items, incorrect items, or items not as described, we will refund all amounts required by applicable consumer law.

For returns accepted under our voluntary 30-day return policy outside statutory cancellation rights, we may refund the item price only and may not refund original delivery charges, premium delivery upgrades, gift wrapping, or other optional service charges, unless required by law or agreed by us.

We do not charge a restocking fee. However, we may reduce or refuse a refund where an item is returned used, damaged, incomplete, opened, unsealed, missing packaging or accessories, or otherwise not in a returnable condition, except where the item is faulty, damaged, incorrect, or not as described.

Return Address and Contact

Please contact us before sending any return so that we can provide the correct return instructions.

Email: support@redlabeloutlet.co.uk

Your Statutory Rights

This policy does not affect your statutory rights. If there is any conflict between this policy and your legal rights, your legal rights will apply.