Refund policy
At Summet, every situation is a little different, so we handle returns personally rather than with a one-size-fits-all form. If something is not right with your order, email us and we will work out the best way to put it right. Here is how it usually works, and a few conditions that keep the process fair for everyone.
If you are wondering where to track your order, please check the Track Your Order page.
Start with us first
Please get in touch before sending anything back. Email hello@getsummet.com with your order number and a few details about what has happened, and we will talk you through the options available to you.
Most cases are solved without you posting anything at all. Returns need to be approved by our team first so that everything is logged and sorted the right way. Parcels sent back without prior approval cannot be accepted or refunded.
The 30-Day Take-It-Off Test
You have 30 days from the day your order is delivered to decide. Wear it properly during that time. To work, on a plane, through a twelve-hour day, under a blazer. Wash it and wear it again.
Worn is fine. This is a wear test, and a wear test you cannot wear is not a test. We do not require the item to be unworn, and we do not ask you to justify your decision. If it is not working for you, email us within those 30 days and we will make it right.
If the size is wrong
This is the one we solve most often, and it almost never requires a return.
Email us the size you need while you are still inside your 30 days, and we will send the correct size out to you. In most cases there is nothing to post back to us. A small shipping contribution may apply depending on your location, and we will always tell you the exact amount before anything is sent.
You keep the original. Pass it on to a sister, a friend, your mum, or anyone who might get some use out of it. We would rather it end up on someone who loves it than spend weeks in a returns bag.
Faulty or damaged items
If your order arrives damaged or faulty, email hello@getsummet.com within 30 days of delivery with your order number, a photo of the problem, and a short description.
Once we have confirmed the issue we will send a free replacement or issue a refund, whichever suits you better. In most cases there is no need to return the item, and you never pay postage on our mistake.
Items different from what you ordered
If what you received is significantly different from what you ordered, such as the wrong size, color or style being sent, email us with your order number and a clear photo showing the difference. Once we have confirmed the item does not match your order, we will make it right with a replacement or a refund.
If it is just not for you
Sometimes a different size is not the answer, and that is completely fine. "Not for me" is a complete sentence here, and you do not owe us a reason.
Email us within your 30 days and we will arrange a refund of the full amount you paid. Where a return is needed, we will send you the return label and instructions on where to send it, so the return itself does not cost you anything.
Working out the best option
Once we have heard from you, we will recommend the best way forward for your particular case, whether that is a corrected size, a replacement, a refund, or something else that suits you better. To help us sort it quickly we may ask for a photo, especially where there is a fault or damage.
Our goal is always the outcome that works best for you, with as little hassle as possible.
A few conditions
- Please get in touch within 30 days of delivery.
- Contact us before posting anything back. Items sent to us without an approved return cannot be logged, accepted or refunded.
- Where a return is approved, please use a tracked service and keep your proof of postage until everything is settled.
- Refunds and replacements are confirmed once your case is approved and, where applicable, the item has been received and checked.
- Sale items and gift cards are the only exclusions. Everything bought at full price is covered by the 30-Day Take-It-Off Test.
European Union and United Kingdom orders
If your order is shipped into the European Union or the United Kingdom, you have a statutory right to cancel within 14 days of delivery, for any reason and without giving a justification. This right sits alongside our 30-day guarantee rather than replacing it. Where the two differ, whichever is more generous to you is the one that applies.
How refunds are processed
Where a refund applies, we process it to your original payment method. We are not able to refund to a different card or account.
Refunds are for the full amount you paid. Not store credit, not a voucher, not a partial. They are issued within 10 business days of your refund being confirmed, and depending on your bank it may take a few extra days to appear on your statement.
If more than 15 business days have passed since we confirmed your refund and you still cannot see it, email hello@getsummet.com and we will chase it.
Contact
hello@getsummet.com - we reply to every return email, usually within one business day.