Return Policy
RETURNS AND EXCHANGES:
Our pieces are reconstructed from pre-owned garments in small runs, with production planned around the orders we receive. For this reason, we do not accept returns or exchanges for change of mind, including size, fit or colour preferences. Please review the sizing and product details before ordering, and email info@re-pull.com with any questions.
This policy applies to orders shipped to Canada, the United States, Switzerland, Australia, New Zealand, Japan, Hong Kong and Singapore. It does not limit your rights regarding damaged, faulty or incorrect items, or cancellation and return rights required by statutory law, including for customers in the United Kingdom (see below).
CHANGES AND CANCELLATIONS:
We cannot accept changes or change-of-mind cancellations once your order is confirmed and preparation begins. If you need to request an exception, please email info@re-pull.com within 24 hours of placing your order. We'll do our best to help, but cannot guarantee that your request can be accommodated.
Customers in the United Kingdom have a statutory right to cancel, described below.
DAMAGED, FAULTY OR INCORRECT ITEMS:
Please email info@re-pull.com as soon as you notice the issue, with your order number and photos, and we'll do our best to help resolve it.
Variation in tone, texture and striped or checked patterns between items of the same style comes from the upcycled source material and is not considered a fault. Reclaimed materials may also carry traces of wear from their previous life, which become part of the reconstructed design and give each piece its individual character. These characteristics are part of the design when consistent with the product description. Your statutory rights still apply if an item is genuinely damaged, faulty or incorrect.
If an item needs to be sent back, we will email you a return label and instructions to make sure the return clears customs with the correct documents. Where a refund applies, it goes to your original payment method. Once processed, a refund can take up to 10 business days to appear, depending on your bank.
CUSTOMERS IN THE UNITED KINGDOM:
As a consumer in the United Kingdom, you have a statutory right under UK consumer law to cancel your order for any reason from the moment you place it until 14 days after you receive it.
How to cancel:
To cancel, email info@re-pull.com with your order number and a clear statement that you wish to cancel. If you prefer, you can use the UK model cancellation form at the end of this page instead, but an email is enough. Your cancellation is on time as long as you send it within the 14-day period.
If your order has not yet shipped, we will cancel it and refund you within 14 days. If it has already shipped, we may be unable to stop delivery and will email you instructions for returning it.
Returning the item:
Send the item back within 14 days of telling us you are cancelling. We will email you a prepaid return label and instructions to make sure the return clears customs with the correct documents. Please return it unworn and unwashed, with tags attached. You may try the item on as you would in a store. If it shows signs of wear or use beyond that, we may reduce your refund to reflect the loss in value.
Return shipping cost:
The cost of the prepaid return label depends on your order and address, and will be deducted from your refund. We will confirm the amount by email when we send you the label.
Your refund:
We refund the price of the item and any standard delivery charge you paid, minus the cost of the return label. If you chose a faster delivery option, we refund the cost of standard delivery only. If your order shipped free, there is no delivery charge to refund. Your refund goes to your original payment method once we have received and checked the item, and no later than 14 days after it is shipped back to us.
YOUR STATUTORY RIGHTS:
Your statutory rights depend on the consumer laws of the country you live in. Nothing in this policy limits them.
CONTACT:
You can reach us at info@re-pull.com. We aim to reply within 1 to 2 business days.
UK MODEL CANCELLATION FORM:
(Complete and return this form only if you wish to cancel your order. Email is the quickest way to send it.)
To: RE—PULL (business address, listed in our Company information), info@re-pull.com
I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods:
Ordered on* / received on*:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
* Delete as appropriate.