Refund policy

Last updated: July 5, 2026

OFF-RECORD is a trading name of Wardeer Ltd.

We want you to love your purchase. If something isn't right, we're here to help.

30 DAY NO FUSS RETURNS

You have 30 days from the date of delivery to return any item for a refund, no questions asked.

HOW TO REQUEST A RETURN

Simply log into your account, find your order and click "Request a Return". We'll review your request and respond within 1 to 2 business days.

Once approved, you'll receive a pre-paid Royal Mail returns label by email. Print it, attach it securely to your parcel and drop it at any Post Office. Please keep your receipt as proof of postage.

For change-of-mind returns, a flat £3.99 return label fee will be deducted from your refund.

RETURN CONDITIONS

Returned items must be:

  • Unworn, unwashed and in their original condition
  • Complete with all original tags and packaging
  • Free from make-up, deodorant marks or scents

We reserve the right to reduce a refund if an item is returned in a non-resaleable condition.

NON-RETURNABLE ITEMS

We do not accept returns or exchanges for items that have been personalised with unique custom text, names, or bespoke graphics requested by the buyer. Standard made-to-order apparel items are fully eligible for our 30-day return policy.

This does not affect your rights if an item is faulty, damaged or not as described.

FAULTY, DAMAGED OR INCORRECT ITEMS

If your item arrives faulty, damaged or incorrect, please contact us as soon as possible.

We'll cover all return postage costs and offer a full refund or replacement.

REFUNDS

Once we receive your return, please allow 5 to 7 working days, Monday to Friday, for it to be processed. Refunds will be made to your original payment method. You'll receive an email confirmation once complete.

If you return your full order within the 14-day legal cancellation period, your standard outbound delivery cost will also be refunded.


RETURN SHIPPING COSTS

A pre-paid Royal Mail label or digital QR code will be provided once your return request is approved.

  • Exchanges for a different size: free
  • Faulty, damaged or incorrect items: free
  • Change-of-mind refunds: a flat £3.99 Royal Mail return label fee will be deducted from your final refund amount

We recommend keeping your Post Office receipt as proof of postage, as we cannot accept responsibility for parcels lost in transit.

LATE OR MISSING REFUNDS

If you haven't received your refund, please check with your bank or payment provider first as processing times can vary.

If you still need help, contact us.

CONTACT

Wardeer Ltd
PO Box 1057
Aylesbury
HP22 9XS

Your statutory rights are not affected by this policy.