Refund policy
Everyone loves to shop online, from the comfort of their own home. But at Octane Apparel, we also understand that online shopping has its limitations and therefore we have a 100% satisfaction guarantee!
If the item you bought doesn't fit or you don't love your Octane garment for whatever reason then simply get in touch and we'll be more than happy to issue a refund or exchange.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return or exchange.
To be eligible for a return, you will need proof of purchase. However, the item does not necessarily need to be unused or in original packaging.
To start a return, please get in touch with us via our contact page. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Right to Cancel (14-Day Cooling-Off Period)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.
Once you have notified us of your cancellation, you must return the goods to us within 14 days. Return shipping costs are your responsibility unless the item is faulty or not as described.
We will issue a full refund, including original standard delivery costs, within 14 days of receiving the returned goods (or proof of return). Refunds will be made using the same payment method as your original purchase.
Exemptions: Please note that the right to cancel does not apply to:
- Personalised or custom-made items made to your specification
- Sealed goods which are not suitable for return due to health or hygiene reasons, if unsealed after delivery
To exercise your right to cancel, you must notify us within this 14-day period by contacting us at via our contact form or emailing us at support@octaneapparel.co.uk. Alternatively, you can use the self-return portal on your account. You may use the following cancellation statement: "I hereby give notice that I cancel my contract of sale for the following goods: [order details]."
Follow these instructions to request a return directly from your account:
- Sign in to your account:
- In the "Email" field, enter your email address, and then click "Continue".
- In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
- Go back to the online store, and then enter a six-digit verification code.
- Click "Request return" for the order that you want to submit the return for.
- If your order has more than one item, then select the items that you want to return.
- Select a return reason and add a note for the store.
- Click "Request return".
If your return request is approved and requires shipping, then you receive an email with shipping instructions.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
While we accept items which have been removed from their packaging, the garment must still be in 'as new' condition. Removing the item from its packaging in order to check fitment may still be accepted, but any signs of daily use will void eligibility.
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
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.