Refund policy
We want you to love your PAX Scrubs. If something is not quite right, we are here to help.
For orders delivered to the EU, see "European Union orders" below. For other destinations outside the UK, see "Other 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 EU orders, see "European Union orders" below; for other destinations, see "Other international orders" below.
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. For EU orders, the EU refund provisions below apply. For other international orders, see the separate section below.
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.
European Union orders (including Ireland)
This section applies to consumers whose orders are delivered to an EU country and takes precedence over any conflicting international-return wording below. Our CWILL returns portal and UK prepaid-label service remain for UK orders only.
How to request an EU cancellation or return
Use the cancellation or return option on your order status page or customer account where available, or email sales@paxscrubs.com with your name, order number and a clear statement that you wish to cancel or return the relevant items. No reason is required for a statutory withdrawal. You do not need to use the UK returns portal or wait for our approval to notify us of withdrawal. We will acknowledge your request and provide the correct UK return address and return instructions.
For eligible purchases, notify us within 14 days beginning on the day after you receive the last item in your order. Send the goods back within 14 days after notifying us. The lawful exceptions for personalised goods and genuinely exempt sealed goods described above still apply; ordinary scrubs are not automatically excluded from returns.
EU return postage and condition
For change-of-mind returns, you arrange and pay the direct cost of sending the goods back to us in the United Kingdom. Choose a suitable carrier and retain proof of postage; tracked postage is recommended. We do not charge the UK £2.99 label fee when you buy your own postage, and we do not charge a restocking fee for EU statutory withdrawals. Any free-return commitment made when your order was placed will be honoured.
Please pack items carefully and include your order number. You may inspect them as you would in a shop. We may deduct only a lawful reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.
EU refunds
For a statutory withdrawal, reimbursement is due without undue delay and within 14 days of your cancellation notice. We may withhold it until we receive the goods or evidence that you have sent them back, whichever comes first. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee. A full statutory cancellation includes the least expensive standard outbound delivery offered; an optional express-delivery supplement is not included unless required by law.
For Managed Markets orders, we coordinate any refund with the merchant of record. The treatment of taxes, duties and customs charges depends on the order and applicable law; contact us for the breakdown. Nothing in this policy excludes any refund you are legally entitled to receive.
Faulty or incorrect EU items and exchanges
If an item is faulty, damaged, incorrectly supplied or not as described, contact sales@paxscrubs.com. We will provide the remedy required by law and cover reasonable return postage where a return is required. The customer-paid change-of-mind rule does not apply to these cases.
We do not offer change-of-mind exchanges on EU orders. You can exercise your eligible return rights and place a separate new order. This does not affect any statutory right to a replacement for faulty or incorrect goods.
Other international orders (outside the United Kingdom and European Union)
Orders delivered outside the UK and EU are final sale, subject to any mandatory cancellation or other consumer rights. 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.