1. Online Purchases – 14-Day Return Period

For purchases made online, customers have the right to cancel their order within 14 days of receiving the item, subject to applicable law.

If you wish to return an item, please contact us within 2 business days of receiving the item to let us know that you wish to make a return.

Once you have notified us of your intention to cancel or return the order, the item must be sent back to us within 14 days of the date you notified us of the cancellation, in accordance with applicable law.

You do not need to provide a reason for exercising your statutory cancellation right.

2. Return Eligibility

For a change-of-mind return, the item must be returned in the condition in which it was received.

The following conditions apply:

• The item must be returned in the same condition as received.
• Our original security tag / identification tag must remain attached and intact.
• The security tag must not be removed, cut, altered, damaged or tampered with.
• The item must not have been worn, used, altered, repaired or damaged beyond what is reasonably necessary to inspect the item.
• All original accessories must be returned, including dust bags, boxes, authenticity cards, paperwork, receipts, tags and certificates where applicable.
• Any other items originally supplied with the purchase must also be returned.
• The item must pass our inspection and authenticity verification following return.

Each item is photographed and documented before dispatch. Our records may include photographs of the item's condition, serial number, date code, hardware, stitching, accessories, security tag and other unique identifying characteristics.

These records are used to verify that the same item has been returned and that its condition has not been materially altered after delivery.

3. Handling and Condition of Returned Items

Customers are entitled to handle and inspect an item to the extent reasonably necessary to establish its nature, characteristics and functionality, in the same way they would reasonably be able to inspect an item in a shop.

If an item has been handled beyond what is reasonably necessary for inspection and this handling results in a reduction in the item's value, we reserve the right to make a deduction from the refund to reflect that loss in value, where permitted by applicable law.

No deduction will be made merely because the customer has reasonably inspected the item.

4. Security Tag

Our security / identification tag is an important part of our return and authentication process.

For change-of-mind returns, the original tag must remain attached, intact and unaltered.

If the tag has been removed, cut, damaged or tampered with, we may refuse the return or make an appropriate deduction from the refund where permitted by applicable law.

5. Non-Returnable Situations

Subject to the customer's statutory rights, we may refuse a change-of-mind return or make an appropriate deduction where:

• The item has been used or worn beyond what is reasonably necessary for inspection.
• The item shows additional damage or wear that was not present at the time of sale.
• Our security / identification tag has been removed, damaged or tampered with.
• Original accessories or documentation supplied with the item are missing.
• The item has been altered, repaired or modified after delivery.
• The item is not the same item that was originally supplied.
• The item has been damaged while in the customer's possession.

Nothing in this section affects any statutory rights the customer may have.

6. Return Shipping

For change-of-mind returns, the customer is responsible for the cost of returning the item to us.

We strongly recommend using a fully tracked and appropriately insured delivery service suitable for the value of the item.

The customer remains responsible for the item until it has been safely delivered to us.

Although we may provide complimentary DHL delivery for the original order, any refund of the original delivery charge will be handled in accordance with applicable law.

Where the customer paid for a delivery option above our standard delivery service, we are only required to refund the cost of the standard delivery service where applicable.

We will not charge the customer for return delivery where the return is required because the item is faulty, not authentic, or materially not as described, except where permitted by applicable law.

7. Refunds

Once the returned item has been received, we will inspect and verify the item.

Our inspection may include checking:

• Condition and signs of wear
• Security / identification tag
• Serial number or date code
• Hardware
• Stitching and construction
• Accessories and paperwork
• Other identifying characteristics recorded before dispatch
• Authenticity

If the return is approved, the refund will be made to the original payment method, subject to any lawful deduction permitted under applicable law.

For statutory cancellations, refunds will be processed within the period required by applicable law.

We may withhold the refund until we have received the returned item or the customer has provided evidence that the item has been returned, whichever occurs first, where permitted by law.

The time required for the funds to appear in the customer's account will depend on the payment provider.

8. In-Person  Purchases

Customers who purchase an item in person, including purchases completed following an appointment (normally London), are given the opportunity to inspect the item before completing the purchase.

Customers are encouraged to carefully inspect the item, including its condition, authenticity-related details, hardware, accessories and any other relevant characteristics before completing the purchase.

An in-person purchase is not eligible for return or exchange simply because the customer subsequently changes their mind or no longer wishes to keep the item.

This does not affect any statutory rights the customer may have, including rights relating to goods that are faulty, not authentic.

9. London Appointment / Inspection

Where a customer attends an appointment in London and completes the purchase after personally inspecting the item, the customer acknowledges that they have had the opportunity to examine the item before completing the purchase.

Once the customer has inspected the item and completed the purchase in person, the sale is considered final in respect of any subsequent change of mind.

10. Faulty, Incorrect, Unauthentic or Misdescribed Items

If you believe that you have received:

• an incorrect item;
• an item that is faulty;
• an item that is not authentic; or
• an item that is materially not as described,

please contact us as soon as possible with details of the issue and supporting photographs where appropriate.

We will investigate the matter and provide an appropriate remedy in accordance with applicable law.

Our normal change-of-mind return conditions, including responsibility for return postage, do not override any statutory rights relating to faulty, unauthentic or materially misdescribed goods.

11. Exchanges

Exchanges may be offered at our discretion and are subject to inspection and approval.

For an eligible exchange, the original item must be returned in the same condition as received, with our original security / identification tag intact and all original accessories and documentation included.

A replacement item will only be dispatched after the returned item has been received and approved.

Nothing in this section affects the customer's statutory rights.

12. Authenticity Guarantee

Every item sold by Eglantier Ltd is carefully inspected for authenticity before dispatch.

Where a third-party authentication service has been used, this will be stated in the relevant product listing.

Our authentication process and pre-dispatch documentation are intended to protect both our customers and Eglantier Ltd and to ensure that the condition and identifying characteristics of each item are accurately recorded before dispatch.

13. Pre-Dispatch Documentation

For security and verification purposes, we maintain photographic and other records of each item before dispatch.

These records may include photographs and details of:

• The overall condition of the item
• Serial number or date code
• Hardware
• Stitching
• Interior and exterior details
• Accessories
• Security / identification tag
• Any distinctive marks or characteristics

These records may be used when assessing a returned item.

14. Statutory Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or limit any rights or remedies that a customer has under applicable UK consumer law.

Where a customer's statutory rights provide greater protection than the terms of this policy, those statutory rights will apply.