Refund policy

We want you to love your PAX Scrubs. If something is not quite right, we are here to help.

For orders delivered outside the UK, please see "International orders" below.

How to initiate a return or exchange

For orders delivered within the UK, please use our returns portal:
https://paxscrubs.com/apps/PAXscrubs-returns/

Exchanges

Exchanges are free on UK orders. If you require a different size, length or colour, we will cover the cost of sending the replacement item to you.

Please select the replacement required when initiating your return. The replacement will be dispatched after the original item has been received and inspected, subject to availability.

Change-of-mind returns

This section applies to orders delivered within the UK. For orders delivered outside the UK, see "International orders" above.

You may notify us that you wish to cancel an eligible online purchase within 14 days beginning on the day after delivery. After notifying us, you must send the goods back within a further 14 days.

Please return items unworn, unwashed and in their original condition. Items should be free from marks, stains, deodorant traces, odours and other signs of wear, with their original tags attached.

You may inspect items as you would reasonably do in a shop. Where handling beyond what is reasonably necessary has reduced an item's value, we may make an appropriate deduction from the refund as permitted by law.

Return postage

Customers are responsible for the direct cost of returning change-of-mind purchases, unless we have agreed otherwise.

For UK returns, you may obtain a prepaid return label through our returns portal for £2.99. This amount will be deducted from your refund. This charge represents the cost of return postage and is not a restocking or administration fee.

Alternatively, you may arrange and pay for your own return using a suitable postal provider. If you purchase your own postage, the £2.99 return-label charge will not apply.

We recommend retaining evidence of postage and using a tracked service.

Refunds

We will issue your refund without undue delay and no later than 14 days after:

• we receive the returned goods; or
• you provide evidence that the goods have been sent back,

whichever occurs first.

Refunds will be made to the original payment method unless otherwise expressly agreed.

For a complete statutory cancellation, the refund will include the price paid and the cost of our least expensive standard outbound delivery option. Any supplementary amount paid for express or enhanced delivery is not refundable unless the order was faulty, incorrect or otherwise required by law. On international orders, import duties, taxes and handling fees charged in the destination country are not refundable by us.

Items excluded from change-of-mind returns

The statutory right to cancel may not apply to:

• goods made to the customer's specifications or clearly personalised, including bespoke embroidered items; and
• sealed goods that are not suitable for return for genuine health or hygiene reasons, where the seal has been broken after delivery.

This does not affect your rights where an item is faulty, damaged, incorrectly supplied or not as described.

Sale items purchased online remain eligible for statutory cancellation unless a lawful exception applies.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged or incorrect, please contact us as soon as reasonably possible at sales@paxscrubs.com.

For quicker investigation, we recommend contacting us within 48 hours and providing photographs where appropriate. However, failure to contact us within 48 hours does not affect your statutory rights.

Where the goods are faulty, damaged, incorrect or not as described, we will provide the remedy required by applicable law and will cover reasonable return costs where required. For international orders, we will normally resolve faulty or incorrect items by replacement or refund against photographs, without requiring the item to be returned.

Undelivered and returned-to-sender orders

If an order has not been delivered, has been refused or is being returned by the delivery provider, please contact us and provide any delivery, tracking or customs information reasonably available to you.

Separate provisions concerning international customs charges and refused international parcels are set out in our Shipping Policy.

International orders (delivered outside the United Kingdom)

International orders are final sale. We are unable to offer exchanges on orders delivered outside the UK, and our returns portal and prepaid return labels are available for UK orders only.

Where you have a legal right to cancel an international order, you are responsible for the full cost of returning the goods to us in the UK using a tracked service, and the goods must reach us in their original condition. Refunds on international orders exclude any import duties, taxes or handling fees charged in the destination country; these are not collected by us and cannot be refunded by us.

This does not affect your rights if an item arrives faulty, damaged, incorrectly supplied or not as described - contact us at sales@paxscrubs.com with photographs and we will make it right with a replacement or refund. Where a remedy is due on an international order, we will not normally ask you to post the item back.

Your statutory rights

Nothing in this policy limits or excludes your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015 or other applicable mandatory consumer law.