Returns & Exchange

At Southgainz, we are 110% confident that you will love our products. However, in the unlikely event you are not happy with your item, you can return your item for a full refund or exchange for another item within 28 days of receiving your item. Please note that if 28 days has passed since receiving your item, then unfortunately we can’t offer you a refund or exchange.

To be eligible for a full refund or exchange, your item must be unused and in the same condition in which you received it and sent to us within 28 days of receiving it. Remember to fill out the return or exchange form that comes with your package with the necessary information and include it with the parcel when sending it back to us – this is so that our returns team can know exactly what to do with the parcel.

If you are returning an item worth over £50, we advise that you consider using a trackable service or purchase shipping insurance, as we don’t guarantee that we will receive your returned item. You can download our return or exchange form here  if your parcel was delivered without any. Please note that to process and complete your returns or exchange, we require your purchase receipt and order number as proof of purchase. 

All items should be addressed and returned to:

SOUTHGAINZ

27 Kingsland Square
Downhill, Sunderland
Tyne & Wear
SR5 4AE
United Kingdom

 

BELOW ARE ANSWERS TO SOME COMMON FAQ YOU MIGHT HAVE REGARDING RETURNS OF YOUR PARCEL:

I WANT TO RETURN MY ORDER FOR A FULL REFUND

Once our refund support team has received and confirmed your returned item, we will notify you via email that your returned item has been received, and we will also notify you of the approval or rejection of your refund depending on the condition in which your item(s) was returned.

If you are approved for a refund, then your refund will be processed immediately, and your credit or debit card will be credited within 3 working days. Remember to fill out the return form that should have come with your package with the necessary information and include it back in the parcel when sending it back to us – this is so that our team can know exactly what to do with the parcel(s).

I WANT TO MAKE AN EXCHANGE (IF APPLICABLE) 

In the rare case your item(s) doesn't fit or look the way you intended it to, you can exchange it for another item within 28 days of receiving it. If you need to exchange an item, kindly send us an email first to support@southgainz.com with your order number.

Customers wanting to exchange a lower priced item(s) for a higher priced item(s) will need to contact us at support@southgainz.com so that we can cancel your order from our end and then process your refund. Concurrently or after your refund has been processed (of which you will be notified via email), you can then make another order for the higher priced item(s). To always discuss your exchange or returns contact us via support@southgainz.com

To be eligible for an exchange or refund, your item(s) must be unused and in the same condition that you received it. See our return policy list below.

HAVE YOU RECEIVED MY RETURNED ITEM YET ? - UK RETURNS

Depending on the service you used to return your item(s), it can take up to 7 working days (excluding weekends & public holidays) to be delivered and processed by our returns team. We'll always notify you via email once your return has been processed. Still have concerns about a return? please kindly send your enquires to support@southgainz.com

HAVE YOU RECEIVED MY RETURNED ITEM YET ? - INTERNATIONAL  RETURNS

Depending on the service used to return your item(s), it can take up to 14 days (excluding weekends & public holidays) to be delivered and processed by our returns team. We'll always notify you via email once your return has been processed. Still have concerns about a return? please kindly send your enquires to support@southgainz.com

I AM EXPERIENCING LATE OR MISSING REFUND

We all know that transactions can sometimes have errors and be slow too. So in the event that you haven’t received your refund yet, please first check your bank account again, then secondly, contact your bank or credit card company as sometimes it may take longer than usual for your refund to reflect.

Please, before contacting Southgainz, always have it in mind that there is often some processing time before a refund is fully reflected. And If you have followed all these steps and you still have not received your refund yet, please contact support@southgainz.com

CAN I RETURN A SALE ITEM FOR REFUND?

At Southgainz, we only accept and process refunds for regular priced item(s), and unfortunately not for sale items. Item(s) purchased on sale will not qualify you for a refund.

BELOW IS OUR LIST OF RETURN & EXCHANGE POLICIES AT SOUTHGAINZ:

  • Item(s) must be returned within 28 days from the day you receive your order - transit times are not included within this time.
  • For hygiene reasons we cannot accept underwear.
  • Item(s) covered in animal or human hair will not be accepted.
  • Depending on the circumstance, item(s) must be returned with the returns or exchange form, including your order information. Without the returns or exchange form, identifying you as a customer becomes a problem and we may not be able to fulfil your return or exchange request.
  • You are liable and responsible for the cost of returning your item(s), and we recommend returning your order on a trackable service. Please remember to secure all postage receipts, just in case your order is lost in transit.
  • Worn out or washed items with evident odours, blemishes such as cosmetics, signs of wear etc will not be accepted.
  • Shipping costs are non refundable.
  • UK returns can sometimes take up to 7 days to process, and international returns can sometimes take up to 14 days. So don't be alarmed if your tracking information says delivered but you still haven't heard from us yet.