Refund policy
Returns & Refunds
We want you to be happy with your Proper Classy order. This policy explains how returns, cancellations, replacements and refunds are handled. Nothing in this policy affects your statutory rights.
Change of Mind Returns
For standard, non-personalised products purchased online, you have the right to cancel your order within 14 days of receiving your goods.
If you wish to cancel or return an item, please contact us at support@properclassy.com within 14 days of delivery. You then have a further 14 days to return the goods to us.
Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning it to us.
Returned items should be unworn, unused and in their original condition. You may handle an item only as reasonably necessary to establish its nature, characteristics and suitability.
Please do not send products back without contacting us first, as we will provide the appropriate return instructions and return address.
Personalised or Bespoke Products
Some Proper Classy products may be personalised or made specifically to your individual requirements, for example with wording, names, images or other content chosen or supplied by you.
Where a product is made to your specifications or clearly personalised, the statutory right to cancel because you have changed your mind does not normally apply.
This does not affect your rights if a personalised or bespoke item is faulty, damaged, not as described, or we have made an error in producing your order.
Incorrect Size or Product Ordered
Please check product descriptions, sizing information and your order carefully before purchasing.
For standard, non-personalised products, an item ordered in the wrong size or by mistake may be returned under the change-of-mind provisions above, provided you notify us within the applicable cancellation period. You are responsible for the cost of returning the item to us.
Personalised or bespoke products cannot normally be returned simply because the wrong size, wording, image or other option was selected by the customer.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, misprinted or you receive an item different from the one you ordered, please contact us as soon as possible at support@properclassy.com.
Please provide:
- Your order number
- A description of the problem
- Clear photographs showing the issue, where appropriate
We will assess the problem and arrange an appropriate remedy, which may include a replacement or refund.
We recommend reporting delivery or production problems within 30 days of delivery wherever possible so that we can resolve them quickly. This does not limit any statutory rights you may have in relation to faulty or incorrectly supplied goods.
How to Report a Problem
If there is a problem with your order, please contact us at:
Email: support@properclassy.com
Please include:
- Your order number
- A brief description of the problem
- Clear photographs showing the problem, where appropriate
Providing this information will help us assess the problem and resolve it as quickly as possible.
Returns
Please contact us before returning any product.
If a return is required, we will provide the appropriate return instructions and return address. Items sent to an address without prior agreement may not reach the correct location or be processed correctly.
Where a return results from a fault, damage or an error on our part, we will meet reasonable return costs where required.
Where you are exercising your right to cancel a standard, non-personalised purchase because you have changed your mind, you are responsible for the direct cost of returning the goods to us.
In some circumstances, we may decide that returning an item is unnecessary and offer a replacement or refund without requiring the original item to be sent back.
Order Cancellations
We begin processing orders promptly because our products are produced on demand.
If you wish to change or cancel an order, please contact support@properclassy.com as soon as possible.
Where production has not begun, we will try to cancel or amend the order. Once production has started, we may be unable to stop or modify it.
This does not affect any statutory cancellation rights that apply to standard, non-personalised products after delivery.
Refunds
Where a refund is due, we will confirm this with you and issue it to your original payment method.
For a valid cancellation of an entire order under your statutory cancellation rights, the refund will include the standard delivery charge paid for that order. If you selected a more expensive delivery method, we are not required to refund the additional cost above our standard delivery charge.
Refunds will be made within the applicable statutory timescales. Where goods are being returned, we may wait until we receive the goods back or you provide evidence that they have been returned, whichever occurs first.