Refund policy

Refund & Returns Policy

Because all our repairs are custom work carried out on your own garments, we do not offer refunds or returns for change of mind, general wear and tear, or damage that occurs after the repair has been completed.

However, if you feel your repair is not up to standard, we absolutely want to put it right.

If you’re not happy with your repair, you have 14 days from the date you receive your repaired jeans to let us know if:

  • The repair has come undone or failed in the same area, or
  • The workmanship is clearly below a reasonable standard (for example: loose stitching, incorrect area repaired, or obvious defects in the repair).

To report an issue, please email us at info@repairmydenim.co.uk with:

  • Your name and order number
  • Clear photos of the repair area
  • A brief description of the problem

We may ask you to send the jeans back to us for inspection. Return postage instructions will be provided if your claim is accepted however we do not cover the postage costs.

What we will do:

Once we have reviewed your photos and/or inspected the jeans, we will decide on the most appropriate solution. This will usually be one of the following:

  • Free re-repair or adjustment
    We will repeat or adjust the repair at no extra cost, and return the jeans to you.
  • Partial or full refund of the repair cost
    If we agree the repair is not up to standard and it is not reasonable to re-repair, we may offer a partial or full refund of the repair price (excluding postage). Refunds are made to your original payment method.
  • Length alterations
    Length alterations are carried out as a bespoke service and completed strictly to the measurements provided by the customer. As this is a manual tailoring process carried out on a flexible material, a reasonable tolerance of up to ½ inch (approximately 1.3 cm) may occur. If incorrect measurements are provided and the alteration has been completed accordingly, no refund or free re-alteration will be issued. A photo guide showing the correct measuring method is provided on our website and must be followed.

We will always aim to be fair and reasonable when assessing any issues.

What is not covered

We cannot offer refunds or free re-repairs in the following situations:

  • You change your mind about the repair or decide you no longer like the style (e.g. visible vs invisible mending) after it has been carried out.
  • The colour of thread or fabric is not as expected, if it reasonably matches what was discussed or shown.
  • New damage appears in a different area of the garment after our repair.
  • General wear and tear over time, especially on very thin, heavily worn or fragile denim.
  • Incorrect washing, drying or care of the garment (for example tumble-drying, very hot washes, bleach, etc.).
  • Gift cards.

Cancellations before we start work

If you change your mind before sending your jeans, or before we begin work on them, please email info@repairmydenim.co.uk as soon as possible.

If we have not yet started the repair, we can cancel the service and refund the repair charge.

Once we have begun working on your jeans, the service is considered to have started and may be fully performed before any 14-day cooling-off period would apply to services bought online. In these cases, refunds are only given if the repair is not up to standard, as described above.

Refunds

If a refund is approved, we will process it to your original payment method. Please allow up to 10 business days for the refund to appear in your account.

If more than 15 business days have passed since we confirmed your refund and you still haven’t received it, please contact us at info@repairmydenim.co.uk.

This policy does not affect your statutory rights.