Returns & Exchanges
We want you to love your purchase from Traits by Itrat. If your item isn’t quite right, we’re happy to help with a return or exchange, subject to the conditions below.
Our Returns Policy
You can request a return within [14/28] days of receiving your order.
To be eligible for a return, your item must:
- Be unused and in its original condition.
- Be unworn and free from marks, stains, perfume or other signs of use.
- Have all original tags and labels attached.
- Be returned in its original packaging where applicable.
- Be accompanied by your order details or proof of purchase.
Items that do not meet these conditions may not be accepted for a return.
How to Request a Return
To start a return, please contact us at infor@traitsbyitrat.com.uk with:
- Your full name
- Order number
- Item(s) you would like to return
- Reason for the return
- Whether you would like a refund or exchange
Our team will provide you with the return instructions.
Please do not send an item back before contacting us, as your return may not be processed without the required information.
Exchanges
If you would like to exchange an item for another size, colour or eligible product, please contact us within [14/28] days of receiving your order.
Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer a refund instead.
The replacement item will be dispatched after the original item has been received and inspected.
Faulty or Damaged Items
We carefully check our products before dispatch. However, if your item arrives damaged, faulty or incorrect, please contact us as soon as possible.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging where appropriate
We will review the issue and let you know the next steps.
Where an item is confirmed to be faulty or incorrectly supplied, we will work with you to provide an appropriate remedy in accordance with your statutory rights.
Items We Cannot Accept for Return
For hygiene and safety reasons, certain products may not be eligible for return once opened, worn or used.
This may include:
- Personalised or customised items
- Items made specifically to your requirements
- Products that cannot be returned for hygiene reasons once their seal has been broken
- Gift cards
- Items showing signs of wear, use or damage caused after delivery
If you are unsure whether your item is eligible for return, please contact us before sending it back.
Return Postage
Unless an item is faulty, damaged or incorrectly supplied, return postage costs are the responsibility of the customer.
We recommend using a tracked delivery service when returning an item, as we cannot be responsible for returns that are lost or damaged while being sent back to us.
Where an item is faulty, damaged or incorrectly supplied, please contact us before returning it so we can advise you about the return process.
Refunds
Once your return has been received, our team will inspect the item to make sure it meets our return conditions.
If your return is approved, your refund will be processed to the original payment method.
Please allow [5–10 business days] for the refund to appear in your account, depending on your payment provider or bank.
Original delivery charges may be refundable in circumstances where required by applicable consumer law.
Sale & Promotional Items
Items purchased during a sale or promotional period may be subject to the same return conditions unless otherwise stated on the product or promotion.
Any special exclusions will be clearly communicated at the time of purchase.
If You Receive the Wrong Item
If you receive an item that is different from what you ordered, please contact us as soon as possible.
Please provide your order number and photographs of the item received. We will review the issue and arrange the appropriate solution.
Your Statutory Rights
Nothing in this Returns & Exchanges Policy affects your statutory rights as a consumer under applicable UK law.
Where you have a legal right to a refund, repair, replacement or other remedy, this policy does not limit those rights.
Contact Us
If you have any questions about returns or exchanges, please contact our customer service team.
Traits by Itrat
Email: info@traitsbyitrat.co.uk
Website: https://traitsbyitrat.co.uk/
We’re here to make your shopping experience as easy and enjoyable as possible.