Refund policy

Last updated: July 23, 2026

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Returns & refunds policy - key points

You have 14 days from delivery to request a return for any reason (unworn, unused, with tags and original packaging), under your UK/EU statutory cooling-off right.

• Faulty, damaged, or incorrect items? No need to return anything - just email us at support@sloaf.shop with your order number and photos. We'll send a replacement or full refund.
• UK and EU customers have a statutory 14-day cooling off right to cancel for any reason.
• Return shipping costs for change-of-mind returns are your responsibility.
• Some items cannot be returned for hygiene reasons (e.g., underwear, swimwear, earrings, face masks).
• We don't offer direct exchanges - return your item and place a new order for the fastest result.
• Refunds are processed within 10 business days of receiving your return or confirming your claim.
• Questions? Email support@sloaf.shop - we're happy to help.

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1. Overview

This Returns and Refund Policy applies to all purchases made through the Sloaf website (the "Services"). Sloaf is a trading name of Saothar Limited (Company Number: SC529242, VAT Registration Number: 235996070), whose registered office is at Clyde Offices, 2nd Floor, 48 West George Street, Glasgow, G2 1BP, Scotland

We use Printful as our fulfilment partner to manufacture and ship your orders. This policy explains your rights to cancel, return, and receive refunds, including your statutory rights under UK consumer law.

Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015, including your right to goods that are of satisfactory quality, fit for purpose, and as described.

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2. Your right to cancel (14-day cooling-off period)

If you are a consumer in the United Kingdom or European Union, you have the statutory right to cancel your order within 14 days of receiving your goods, for any reason and without justification.

To be eligible, your item must be:

• In the same condition as received
• Unworn and unused
• With all original tags attached
• In its original packaging
• Accompanied by proof of purchase (such as your order confirmation email or order number)

Important: Please contact us before returning any item. We will provide the correct return address and instructions. Returns sent without contacting us first may delay the processing of your return or refund.

This right is set out in full, including your responsibilities and ours, in Section 8 below.

Faulty, damaged, or incorrect items: See Section 4. In most cases, no physical return will be required.

After 14 days, change-of-mind returns are not accepted. Your statutory rights for faulty goods continue to apply indefinitely within the timeframes set out in Section 5.

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3. How to start a return

To start a return, please contact us at support@sloaf.shop with your order number and reason for return.

We will respond confirming whether your return is accepted and, where a physical return is required, providing the return address and packaging instructions.

Please contact us before sending any items back so we can provide the correct return address and instructions. Returns sent without prior contact may delay the processing of your return or refund.

For faulty, damaged, or incorrect items: You do not need to return the item. Please see Section 4.

For 14-day cooling-off cancellations: Please see Section 8 for the full process.

We recommend using a tracked shipping service for any authorised returns, as we cannot be responsible for items lost or damaged in transit.

Contact us at any time: support@sloaf.shop

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4. Damages, faulty, and incorrect items

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect.

In most cases, you will not need to return faulty, damaged or incorrect items. We normally handle these entirely by email. If we do require a return (for example, to investigate a recurring manufacturing issue), we will provide instructions and cover any reasonable return costs.

How to report an issue: Email support@sloaf.shop with:

• Your order number
• A clear description of the issue
• Photographs clearly showing the fault or damage

Reporting window: Please report issues within 30 days of receiving your order. This is required by our fulfilment partner's claims process. After 30 days, your statutory rights still apply (see Section 5). While reporting issues promptly helps us process claims with our fulfilment partner, reporting after 30 days does not affect your statutory rights, although we may need additional information to investigate the issue.

What we will do: If the issue is confirmed, we will offer either:

• A free replacement shipped directly to you, or
• A full refund including original shipping costs

In most cases, we will not ask you to return the item, and you may keep or dispose of it at your discretion. If we do require the item to be returned, we will provide instructions and cover any reasonable return costs.

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5. Your statutory rights (faulty goods)

Under the Consumer Rights Act 2015, you have important statutory rights that cannot be excluded or limited by this policy:

This policy does not affect these statutory rights.

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6. Exceptions / non-returnable items

The following items cannot be returned for change of mind, for hygiene and safety reasons:

• Underwear and lingerie (if the hygiene seal has been removed)
• Swimwear (if the hygiene seal has been removed)
• Face masks and headwear
• Gift cards

Please note: The statutory 14-day cooling-off right applies to all eligible distance sales, including sale items. We do not accept change-of-mind returns after this 14-day period, for sale or full-price items, unless the item is faulty.

Your statutory rights for faulty goods are not affected by any of the above exclusions.

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7. Exchanges

The fastest way to ensure you get what you want is to return the item you have (following the process in Section 3), and once the return is accepted, make a separate purchase for the new item.

We do not offer direct exchanges.

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8. UK and EU 14-day cooling-off period (full terms)

If you are a consumer in the United Kingdom or European Union, you have the statutory right to cancel or return your order within 14 days of receiving your goods, for any reason and without justification. To submit a return or cancellation request, sign into your account here.sign in to your account here

This is your right under the:

• UK: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
• EU: Consumer Rights Directive 2011/83/EU.

If you cancel under this right:

• Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
• You must provide proof of purchase (such as your order confirmation email or order number).
• You are responsible for the cost of returning the goods.
• You must return the goods within 14 days of notifying us.
• We will refund the full purchase price plus standard shipping costs (not expedited shipping).
• We will process your refund within 14 days of receiving the returned goods or proof of return.

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9. Refunds

We will notify you once we've assessed your return or claim and let you know whether your refund has been approved.

Timing:

• For UK/EU 14-day cooling-off cancellations: Refunds will be processed within 14 days of receiving the returned goods or proof of return (whichever is earlier).
• For faulty, damaged, or incorrect items: Refunds will be processed within 10 business days of confirming the issue.

Amount:

• For 14-day cooling-off cancellations: We will refund the full purchase price plus standard shipping costs (not expedited/upgraded shipping).
• For faulty, damaged, or incorrect items: We will refund the full purchase price including original shipping costs.

Method:

• Refunds will be issued using your original payment method (credit card, debit card, PayPal, etc.).
• Please allow additional time for your bank or payment provider to process the refund.

If more than 15 business days have passed since we've approved your return, please contact us at support@sloaf.shop.

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10. Risk of loss and title

Under UK law:

• Risk of loss or damage to the goods passes to you when the goods are delivered to you (or a person you nominate).

This means we are responsible for the goods while they are in transit, and we will bear the risk of loss or damage until they are successfully delivered to you.

If your order is lost in transit, please contact us as soon as reasonably possible, and preferably within 30 days of the estimated delivery date, so we can investigate with our fulfilment partner and arrange a replacement or refund where appropriate.

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11. Custom duties and taxes (international orders)

For international orders:

• If you cancel your order under the Consumer Contracts Regulations and customs duties or taxes were paid on your behalf (e.g., DDP shipping), these amounts will be included in your refund.
• If customs duties or taxes were paid by you directly to the carrier (e.g., DDU shipping), these charges are non-refundable by us. You may need to contact your local customs authority to reclaim these charges.

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12. Undeliverable or refused deliveries

If an order is returned to us because an incorrect delivery address was provided, delivery could not be completed, or delivery was refused (other than because the goods were faulty), we may refund the purchase price once the order has been returned to us, less any shipping, handling, or return costs incurred (including any fees charged to us by our fulfilment partner). If you would like the order to be resent, additional shipping charges may apply.

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13. Model cancellation form

If you wish to cancel your order under the UK or EU 14-day cooling-off period, you may use this form:

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To: Saothar Limited (trading as Sloaf)
Email: support@sloaf.shop

I hereby give notice that I cancel my contract of sale for the following goods:

• Order Number: __________________________
• Product(s): ______________________________
• Ordered on: _____________________________
• Received on: _____________________________

Consumer Name: ____________________________________________

Consumer Address: __________________________________________

Consumer Signature: ________________________________________

Date: _______________________________

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14. Contact us

If you have any questions about this Returns and Refund Policy, or if you wish to initiate a return, please contact us:

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