Refund policy

Returns & Exchanges

We want you to love your Sequent piece. If something isn't right, you can return it for an exchange or a refund, in line with the terms below and your statutory rights.

Return Window

  • UK orders: you have 14 days from receiving your order to notify us of a return, in line with the Consumer Contracts Regulations 2013. You then have a further 14 days to send the item back.

  • International orders: you have 14 days from receiving your order to notify us of a return.

Return Conditions

To be eligible for a return, your item must be:

  • Unworn, unwashed, and in the same condition you received it

  • In its original packaging with all tags and labels attached

  • Accompanied by proof of purchase (your order number or receipt)

Please take care when trying items on — avoid contact with perfumes, aftershaves, or deodorant marks. Whether an item is in resellable condition is assessed at our discretion.

How to Return

Returns and exchanges are handled through your Sequent customer account:

  1. Log in to your account at www.sequentware.com, or use the account link in your order confirmation email.
  2. Open the order you'd like to return and select Request return.
  3. Choose the item(s) you're returning and the reason, then choose a refund or an exchange and submit your request.
  4. We'll review your request and email you once it's approved, along with the return address. Please note that return shipping is the customer's responsibility — you'll arrange and pay for postage, and we recommend using a tracked service, as we can't be responsible for parcels lost in transit.
  5. Pack the item(s) securely in the original packaging, include your order details inside, and send the parcel within 14 days of approval.
  6. Once we receive your return and it passes inspection, we'll process your refund, store credit, or exchange and email you to confirm.

You'll receive email updates throughout. Once your parcel reaches us, processing can take up to 14 working days, and a little longer during busy holiday periods. Items remain your responsibility until they reach us, so we recommend a tracked service if you're sending a return yourself. Where return shipping isn't prepaid, postage is the customer's responsibility unless the item is faulty, damaged, or not as described. For international returns, please mark the parcel clearly as "Returned Goods" to avoid additional customs charges.

Refunds

Once we receive and inspect your return, refunds are issued to your original payment method, normally within 14 days. Your bank or card provider may take additional time to show the credit. Original shipping charges are non-refundable. International refunds are issued in GBP; any difference due to exchange rates or conversion fees is outside our control.

Exchanges

We're happy to exchange an item for a different size, colour, or an alternative piece of the same value, subject to availability. As many of our pieces are one-of-a-kind, an identical replacement may not always be possible — in that case we'll arrange an alternative or a refund.

Faulty or Incorrect Items

If your item arrives faulty, damaged, or isn't what you ordered, please contact us within 30 days (UK) or 14 days (international) of delivery with photos of the issue. We'll cover return postage and arrange a replacement, repair, or full refund. This doesn't affect your statutory rights under the Consumer Rights Act 2015.

Contact

Any questions about shipping or returns? Email us at connect@sequentware.com and we'll be glad to help.