Refund and Exchange Policy
Refund & Exchange Policy
How returns, refunds, exchanges, and cancellations work across our retail and wholesale channels.
Right to Cancel
If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your goods, without providing a reason.
You can exercise your right of withdrawal by:
- Using the withdrawal function available in your customer account for eligible orders; or
- Contacting us at info@criterion-uk.com
Once a withdrawal request is submitted, you will receive confirmation of receipt by email.
Returns
Items must be returned in their original condition and packaging, with tags attached and proof of purchase included.
Refunds
Refunds are processed within 14 days of receiving the returned item or proof of return shipment, whichever is earlier. Refunds will be issued using the original payment method.
Exchanges
To exchange an item, please return the original product and place a new order for the desired replacement.
Non-Returnable Items
Custom-made, personalized, or otherwise exempt products are not eligible for return unless faulty or defective.
Faulty or Damaged Goods
Please report faulty or damaged goods within 30 days of receipt. We will arrange a return and provide either a replacement or a full refund.
Return Shipping
Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect. We recommend using a tracked shipping service.
Wholesale / B2B Returns & Refunds
The terms below apply to wholesale and trade orders placed by registered business customers, in addition to the general policy above.
Returns
Wholesale/trade products may be returned within 15 days of delivery. Items must be unused, in their original condition and packaging, with proof of purchase (invoice number) included. To start a return, contact our trade team at info@criterion-uk.com.
Refunds
Once a returned wholesale item is received and inspected, a refund will be initiated within 15 to 30 days. As wholesale orders are paid by bank transfer, refunds are issued by bank transfer to the original account used for payment.
Non-Returnable Wholesale Items
Custom-made, bulk-manufactured to specification, or personalized wholesale orders are not eligible for return unless faulty or defective.
Faulty or Damaged Wholesale Goods
Please report faulty or damaged wholesale goods within 30 days of receipt. We will arrange a return and provide either a replacement or a full refund, in line with the timelines above.
Return Shipping
Trade customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect. We recommend using a tracked shipping service for all wholesale returns.
Retail refunds are issued within 14 days by original payment method. Wholesale refunds take 15–30 days and are issued by bank transfer, reflecting how wholesale orders are paid and inspected.
Questions about a return?
For returns, refunds, exchanges, or withdrawal rights — retail or wholesale — reach our team directly.
info@criterion-uk.com