Returns & Refunds

This policy explains how returns, refunds and faulty goods are handled. It forms part of our Terms of Sale. Nothing in it affects your legal rights.

Before you return anything

Our garments are protective equipment. Once a garment has been worn on site, washed, contaminated or altered, we cannot resell it, so it can only be returned if it is faulty. Please try garments on indoors, over normal clothing, and keep all labels and packaging until you are sure of the fit.

While a garment is shown as “Available upon certification” it cannot be ordered, so there is nothing to return. Registering interest does not commit you to buy.

Consumers: changing your mind

If you buy as a consumer, you can cancel within 14 days of the day after you receive your order, without giving a reason.

• Tell us by email at sales@shenryworkwear.com with your name, order number and the items you are returning.
• Send the goods back within 14 days of telling us. Unless the goods are faulty or not as described, you pay the return postage.
• We refund the price and the standard delivery charge within 14 days of receiving the goods, or of you showing us proof of postage.
• If goods have been handled more than you would in a shop, for example worn on site or washed, we may reduce the refund to reflect the loss in value.

Business customers

Trade and business orders are not covered by the consumer right to cancel. We can agree to a return at our discretion if:

• you ask us in writing within 14 days of delivery and we give you a returns authorisation number;
• the goods are unworn, unwashed, unaltered and unbranded, with their labels and original packaging, and can be resold;
• the goods reach us within 21 days of the authorisation, at your cost.

A restocking charge of up to 20% of the price may apply. Full details are in Part B of our Terms of Sale.

What we cannot accept back

• Garments that have been worn on site, washed, contaminated or damaged after delivery, unless they are faulty.
• Garments embroidered, printed, badged or otherwise customised for you, unless they are faulty.
• Garments made or ordered to your specification, unless they are faulty.

Faulty, damaged or incorrect goods

If something arrives damaged, incorrect or develops a fault, contact us as soon as possible with your order number, a description of the problem and photographs if you can. Please stop using a protective garment that you believe is defective.

• Business customers must report shortfalls, transit damage or incorrect goods within seven working days of delivery, and defects within 14 working days of discovering them.
• Consumers have the rights described in Part C of our Terms of Sale, including the right to reject faulty goods within 30 days of delivery.

Where goods are faulty or incorrect, we pay the reasonable cost of returning them and will repair, replace or refund them in line with your rights.

Exchanges

If you need a different size or colourway, please return the original item under this policy and place a new order, or ask us and we will arrange the exchange for you where stock allows.

How to start a return

1. Email sales@shenryworkwear.com with your order number, the items, sizes and colourways, and the reason for the return.
2. We will reply with a returns authorisation and the address to send the goods to.
3. Pack the goods securely with a copy of the authorisation. We recommend a tracked service, as goods remain your responsibility until they reach us.

Refunds

Refunds are made to the original payment method. Trade account returns are credited to your account. We will tell you when your refund has been processed; your bank or card provider may take a few further days to show it.