Returns & Exchanges

You can ask for a refund or an exchange within 7 days of the delivery date of your order. This page explains exactly how that works.

1. The 7-day window

• You may request a refund or an exchange within 7 days from the date your order is delivered.
• The last day you can ask is calculated on our server from the delivery date recorded against your order — it is never taken from anything the browser sends. You can see the exact deadline on the order page in your account.
• The window opens only once the order is delivered. An order that is still in transit cannot be refunded through this route.
• If an older order has no delivery date recorded, we cannot confirm the window automatically. Contact us on WhatsApp and we will check the courier record rather than guess a date.
• Submitting a request does not approve it. Every request is looked at by our team.

2. How to request a refund or an exchange

• Sign in to your account and open the order you want to return.
• In the Refunds & Exchanges panel of that order, choose A refund or An exchange and tell us briefly what went wrong (at least 5 characters).
• One request per order at a time. While a request is being reviewed, the form for that order is closed — you will see the status of the existing request instead.
• You can follow every request you have made, and its outcome, on the same order page.

Not signed in yet? Sign in or create an account. Guest orders can be tracked with the order number on the Track Order page — message us on WhatsApp and we will open the request for you.

3. What happens next

• Your request appears as Pending on the order page straight away.
• Our team reviews it and contacts you — usually on WhatsApp, the number you gave us at checkout.
• The outcome is published on the same order page as Approved or Rejected, with a short note explaining the decision.
• Nothing moves automatically. If a refund is approved, we agree the amount, the way it is paid back and the timing with you before it is sent.

4. Exchanges

• An exchange means we send you the same item in a different size (or a different variation of the same product) instead of refunding the money.
• The size you want has to be in stock. If it is not, we will tell you and offer you a refund instead.
• We confirm the details with you first — including how the item goes back to us and what that costs — before anything is dispatched.
• Need to check your measurements first? See the size guide before you order — it saves a return.

5. Return shipping

• Our rules on return shipping — who pays it, and how an item is sent back to us — are still being finalised by the business.
• Until they are published, our team confirms the arrangement with you when your request is approved, before anything moves. Nothing on this page promises a free return.
• If a return is going to cost you more than the item is worth, tell us — we will look at the case.

6. The condition of a returned item

• We expect an item to come back in the condition it was sent in — unworn, unwashed, with the tags still attached.
• If an item has been worn or washed, we may decline the exchange and offer you a refund for it instead.
• If something arrives damaged, or is not what you ordered, message us on WhatsApp straight away with photos. We record it against the order so it can be reviewed in the same way as any other request.

7. Custom orders

• Customised scrubs follow the same 7-day window after delivery — they are reviewed by our team, not automatically.
• Because a custom item is made to your specification (fabric, colour, design, logo), please describe exactly what went wrong. We look at each custom request by hand and decide the fair outcome.
• A different size can usually be exchanged. A different design cannot be made again for the same order — we would offer you a refund or a credit instead.

8. Changing or cancelling an order

• An order cannot be changed or cancelled from the website once it has been placed.
• Message us on WhatsApp as soon as possible. If the order has not been dispatched yet we will do what we can, and we will always tell you where it stands.
• Payment is by transfer, and you have 48 hours from placing the order to upload your payment screenshot. If the screenshot is not uploaded in that window and the order is still unpaid, the order is deleted permanently — so if you have already paid, tell us even if you cannot find the upload button.

9. Discounts and refunds

• A discount is applied at checkout, and the order keeps a record of the discount it received.
• If an order is refunded, the amount is the amount you actually paid for that order. A discount you received is already taken off that total — it is not added back on top of it.
• Discount codes and personal discounts are decided by us and may have their own conditions (a minimum order value, an end date or a limited number of uses). Those conditions are shown to you when the discount is applied.

10. Frequently asked questions

Related: Terms of Service — refunds and exchanges · Privacy Policy · Size guide · Track your order