Returns & Refunds Policy – The Junior Outfitters Co. UK

Last updated: July 2026

Overview

We want you to be happy with your purchase. This policy explains your rights and our process for returns, exchanges, cancellations, and refunds. It does not affect your statutory rights under UK law.

Cancellation Policy

You can cancel your order within 15 minutes of placing it, provided the order has not yet been fulfilled (packed and dispatched). After 15 minutes, or once the order is fulfilled, cancellation is no longer available — please follow the returns process below.

To cancel, log into your account or contact us as soon as possible with your order number.

Under the Consumer Contracts Regulations 2013, you also have a statutory right to cancel within 14 days of receiving your goods. We honour this through our returns process below.

Returns Policy

Return Window

You have 30 days from delivery to return most items for a full refund.

Condition of Returns

Items must be:

• Unworn, unused, and in re-sellable condition

• In their original packaging (poly bags, packaging, tags where still attached)

Return Shipping

Return shipping is free for eligible returns. We’ll provide a returns label once your return is confirmed.

Restocking Fees

We do not charge a restocking fee.

Exchanges

Need a different size? We know children grow fast and sizing can be tricky — so we’re happy to help.

How Exchanges Work

• Exchanges are available within 30 days of delivery on most items, subject to stock availability.

• We’ll send you a free return shipping label for the item you’d like to exchange.

• Once we receive the item back, we’ll dispatch the replacement size at no additional shipping cost.

• If the replacement item is a different price, we’ll adjust the difference accordingly.

Items That Cannot Be Exchanged

The same exclusions apply as for returns:

• Underwear, socks, tights, and swimwear — hygiene reasons, so please check our size guide carefully before ordering.

• Final Sale / Clearance items — exchanges are considered on a case-by-case basis; please contact us if you need a different size.

Items That Cannot Be Returned or Exchanged

For hygiene reasons, the following items are non-returnable, non-exchangeable, and cannot be cancelled:

• Underwear (including vests, briefs, boxers, knickers)

• Socks and tights

• Swimwear (where the hygiene seal has been removed)

Please check our size guide carefully before purchasing these items. We’re happy to help with measurements if you’re unsure — just get in touch before ordering.

Final Sale & Clearance Items

Some items on our site are marked as Final Sale — these are products that have been heavily discounted (typically 50% or more off) to clear remaining stock, end-of-line colours, or limited sizes.

These items cannot be returned for change of mind or refund, so please check sizes, colours, and descriptions carefully before purchasing. This allows us to offer them at the lowest possible price.

Exchanges are considered on a case-by-case basis — if you need a different size, please get in touch and we’ll see what we can do.

Your statutory rights are not affected — if a final sale item arrives faulty or not as described, we will of course replace or refund it in full.

Final sale items are clearly marked on their product page and at checkout.

Important: Ex-Stock Items – What You Need to Know

Our items are brand new ex-stock (overstock and returned stock from major retailers). They are unworn, unused, and in perfect condition — but they may show certain visual markers that are standard in the ex-stock industry:

Brand Tag Markings

Brand tags may be cut, snipped, or blacked out with permanent marker. This is done to comply with agreements with original retailers.

Returns or exchanges will not be accepted on the basis of cut, snipped, or blacked-out brand tags or labels. These markings are cosmetic only and do not affect the garment’s wearability, fit, or quality in any way.

Packaging

Items may arrive in plain poly bags or unbranded packaging rather than original retail boxes. This is normal and reflects the overstock nature of the stock.

Faulty or Incorrect Items

If you receive an item that is:

• Faulty or damaged (manufacturing defect, staining, broken zip, etc.)

• Not as described (wrong item or size sent)

Please contact us immediately. Under the Consumer Rights Act 2015, you are entitled to a full refund, exchange, or replacement, and we will cover reasonable return postage costs.

Note: Cut or blacked-out tags are not a fault — see above.

Refunds

• Refunds are processed within 14 days of receiving your returned items.

• Refunds go back to your original payment method.

• We refund the full product cost. For cancellations under the 14-day cooling-off period, we also refund the standard delivery charge.

• For exchanges: Any price difference will be refunded or charged as appropriate.

How to Start a Return or Exchange

1. Click on Returns under the Contact tab on our website.

2. Enter your Order Number (starts with JOC) and the email address used for the order.

3. Select whether you’d like a refund or an exchange and specify the desired size.

4. Once we’ve confirmed the return or exchange, we’ll send you a free return shipping label.

5. Please pack items securely in their original packaging, if possible.

6. Drop the parcel at the designated courier drop-off point.

We recommend keeping your proof of postage until the return is processed. We can’t be held responsible for items lost in transit.

Your Legal Rights

This policy does not affect your statutory rights under UK law, including:

• Consumer Contracts Regulations 2013 — your right to cancel distance sales within 14 days

• Consumer Rights Act 2015 — your right to reject faulty or misdescribed goods

Need Help?

Contact us at sales@thejunioroutfitters.co.uk

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