Refund & Returns Policy

Last updated: 26 July 2026

What We Sell

We sell two types of products: mixed bundles (a curated mix of brand new streetwear and designer clothing, where the exact contents aren't chosen by the buyer) and individual items — trainers and other specific products — where you choose exactly what you're buying. Most of this policy applies to both; where it differs, that's noted below.

When You're Covered

You're entitled to a replacement, partial refund, or full refund if:

• Any item arrives faulty, damaged, or isn't brand new as described
• A bundle arrives with fewer pieces than stated for its tier
• The order received doesn't match what you purchased — e.g. the wrong bundle tier, or the wrong item or size, was shipped

To report an issue, email team@ajucollective.co.uk within 48 hours of delivery with your order number and photos of the item(s) and packaging. We'll sort a replacement, partial refund, or full refund depending on the issue.

Change Of Mind

Under the Consumer Contracts Regulations 2013, most online buyers can cancel an order for any reason within 14 days of delivery, plus a further 14 days to send it back once cancelled. Legally, the burden is on us as the seller to prove a buyer was purchasing as a business rather than a consumer (Consumer Rights Act 2015, s.2(4)) — it isn't assumed just because we market to resellers. Without a formal trade-account or business-verification step at checkout, the safer, more defensible default is to treat this cancellation right as applying to every order.

Individual items (e.g. trainers): must be returned in original, unworn condition with all tags and packaging intact. Trying something on to check size or fit is fine — wearing it beyond that isn't.

Bundles: because you don't choose the exact contents in advance, the mix itself isn't something you can request changed. You can still cancel the whole order, but not swap out individual pieces you'd have preferred differently.

If you cancel within 14 days of delivery, you're responsible for return postage (unless the item is faulty — see "When You're Covered" above), and your refund is issued once we've received the goods back in eligible condition.

If you cancel within 14 days of delivery, you're responsible for return postage (unless the item is faulty — see "When You're Covered" above), and your refund is issued once we've received the goods back in eligible condition.

If you'd rather treat purchases as trade-only and rely on the business exemption instead, that needs an actual way to verify buyers are purchasing for their trade — e.g. a business account requiring a company name or VAT number at signup — not just different wording here. Worth a solicitor's input if you want to build that route; until then, the above is the legally safer policy to publish.

How Refunds Are Processed

Approved refunds are issued to your original payment method within 14 days — the maximum UK law allows for this. For cancellations, that's 14 days from whichever is sooner: us receiving your returned item, or you providing evidence you've sent it back (e.g. a proof-of-postage receipt) — not 14 days from full inspection. For faulty or incorrect items, it's 14 days from us confirming your refund is due.

Return Shipping

Change-of-mind returns: postage is your responsibility, as set out above.

Faulty, damaged, or incorrect items: we cover return postage. This isn't optional for genuinely faulty or wrong items — UK law doesn't allow charging a consumer to return something that's the seller's error.

Questions

If anything arrives wrong, contact us at team@ajucollective.co.uk before leaving feedback or opening a payment dispute — we'd always rather sort it directly.