Refund policy

1. Your right to cancel (change of mind)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving your goods. You don't need to give a reason.

To cancel, simply contact us at info@newobra.co.uk within this 14-day window. Once you've told us you want to cancel, you then have a further 14 days to send the item(s) back to us.

2. Returning your item

• Items must be returned unworn, unwashed, and with all original tags attached
• Please include your order number with your return
• Return postage costs are the customer's responsibility, unless the item is faulty or was sent in error
• We recommend using a tracked service, as we cannot be held responsible for items lost in transit

3. Refunds

Once we've received and inspected your return, we'll process your refund within 14 days. Refunds are issued to the original payment method and include the cost of standard delivery (if applicable) — though not any upgraded delivery you may have chosen.

4. Exceptions to the right to cancel

In line with the Consumer Contracts Regulations, the 14-day right to cancel does not apply to:

• Personalised or custom-embroidered items made to your specification
• Items returned worn, damaged, or without original tags

5. Faulty or misdescribed items

Separately from your right to change your mind, under the Consumer Rights Act 2015, if an item is faulty, not as described, or not fit for purpose:

• You can request a full refund within 30 days of receiving it
• After 30 days, you're entitled to a repair or replacement
• If that doesn't resolve the issue, you may be entitled to a price reduction or to reject the item

We'll also cover reasonable return postage costs in this case — please contact us before sending anything back so we can arrange this.

6. How to start a return

Email us at info@newobra.co.uk with your order number and reason for return, and we'll guide you through the next steps.