Refund policy

Last Updated: September 29, 2026

This Returns & Refund Policy explains how you can return items and receive a refund when placing an order with Stratton & Grey.

1. Contact & Scope

If you have any questions about returns or refunds, please contact our customer support team.

Email: support@strattonandgrey.com
Support Hours: Monday to Friday, 9:00 AM to 5:00 PM (CET)

This policy applies to purchases made by consumers through the Stratton & Grey online store.

2. Policy Summary

Return period: You may request a return within 30 days of receiving your order.
Return processing: Returns are inspected within 7 business days after we receive the returned item.
Refund processing: Approved refunds are processed within 10 business days after the return has been approved.
Return shipping costs: Return shipping costs are the responsibility of the customer, unless the item was incorrect, damaged, or defective.

This policy does not affect any statutory consumer rights that may apply to your purchase under applicable UK, US, or other consumer protection laws.

3. Cancelling Your Order

You may cancel your order free of charge as long as it has not yet been processed or shipped. Please contact our customer support team as soon as possible.

If your order has already been shipped, you may return the items after receiving them in accordance with the 30-day return period described below.

4. Return Conditions

We accept returns subject to the following conditions.

Return Period

Items may be returned within 30 days of the date on which you received your order.

Condition of the Item

Returned items should:

Be unused and in their original condition.
Have all original tags and labels attached.
Be returned in their original packaging where reasonably possible.

Proof of Purchase

An order number, invoice, or other valid proof of purchase is required to process a return.

Non-Returnable Items

Certain items may not be eligible for return unless they are defective or incorrectly supplied, including:

Hygiene-sensitive products, such as certain underwear or products intended to be worn directly against the skin, once the seal has been opened or the product has clearly been used.
Personalised or made-to-order items.

Return Refusals

We reserve the right to refuse returns that:

Are requested outside the 30-day return period.
Are returned in a clearly used, damaged, or incomplete condition.
Do not meet the return requirements outlined above, except where applicable consumer law provides otherwise.

5. How to Return an Item

Please follow the steps below to return an item.

Step 1: Contact Customer Support

Email support@strattonandgrey.com and provide:

Your full name and address.
Your order number.
The item or items you wish to return.
The reason for the return, if applicable.
Photos if the item is damaged or defective.

Step 2: Receive Return Instructions

Our customer support team will provide you with:

Return instructions.
A return reference number, if applicable.

Please do not send an item back without first contacting our customer support team and receiving the appropriate return instructions.

Step 3: Package the Item

Carefully package the item, preferably using its original packaging where possible.

Make sure all original tags and labels remain attached.

Include your order information and return reference number, if one was provided.

Step 4: Ship Your Return

We recommend using a tracked shipping service when returning your order.

Please keep your shipping receipt and tracking information until your return has been fully processed.

Return shipping costs are generally the responsibility of the customer unless the item was incorrectly supplied, damaged, or defective.

If your return is being sent to an international fulfilment centre, additional international shipping costs may apply.

6. Return Inspection & Refunds

Inspection

Once we receive your return, we will inspect the item within 7 business days.

We will check:

The condition of the item.
Whether the item is unused and undamaged.
Whether all original tags and accessories are included.
Whether the item meets the applicable return conditions.

You will receive an email confirming whether your return has been approved or rejected.

If a return is rejected, we will provide an explanation where appropriate.

Refunds

Approved refunds will be processed within 10 business days after the return has been approved.

Refunds will generally be issued to the original payment method used to place the order, unless otherwise agreed.

Where required by applicable law, eligible original shipping charges may also be refunded when an entire order is returned.

Bank or Payment Provider Processing

After we process your refund, your bank or payment provider may require additional time before the funds appear in your account.

If you have not received your refund after the applicable processing period:

Check your bank account or card statement.
Contact your bank or card provider.
Contact our customer support team if the refund is still not showing.

7. Exchanges

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 30 days of receiving your order.

Depending on the circumstances, we may provide:

A replacement item.
A replacement shipment.
A refund.

When an item is confirmed to be damaged, defective, or incorrectly supplied, we will cover reasonable return shipping costs or provide a return shipping label where available.

Size Exchanges

If you ordered the wrong size, you may choose to return the item according to this Returns & Refund Policy and place a new order for the desired size.

Once your valid return has been processed, you will receive any refund to which you are entitled.

If you would like assistance with a size exchange, please contact our customer support team before sending the item back.

8. Damaged Items, Defects & Special Situations

Damaged or Defective Items

If your order arrives damaged or defective, please contact us as soon as reasonably possible.

Where possible, include photographs showing:

The product.
The damage or defect.
The packaging.
The shipping label.

Our team will review the situation and provide an appropriate solution, which may include a replacement, repair where possible, or refund.

Missing Packages

If your package has not arrived within the expected delivery timeframe, please contact our customer support team.

We may open an investigation with the relevant shipping carrier.

If the package is confirmed as lost, we will work with you to arrange an appropriate resolution, which may include a replacement shipment or refund, subject to applicable circumstances and consumer laws.

9. Return Timeframes at a Glance

Return request: Within 30 days of receiving your order.
Return inspection: Within 7 business days after we receive the returned item.
Refund processing: Within 10 business days after the return has been approved.
Bank/payment processing: Additional time may be required by your bank or payment provider.