Refund policy
Returns and Refund Policy
Last updated: 29th July 2026
To be reviewed: 28th July 2027
We want you to be satisfied with your Form & Fortitude purchase. This policy explains how returns, cancellations, refunds and replacements are handled.
Returns period
Eligible physical products may be returned within 30 days of delivery.
Please contact us before sending anything back so that we can provide a returns label and the correct return instructions. Email: formandfortitude.info@gmail.com
Please do not send returns to the address shown on the original delivery packaging, as this may belong to one of our production or delivery partners.
Return condition
Change of mind returns must be:
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Unworn, other than being tried on.
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Unwashed.
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Free from marks, odours, pet hair or other damage.
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Returned with any original labels or tags still attached.
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Original outer packaging is appreciated but is not required, provided the item is packaged securely to prevent damage during transit.
Customers may handle and try on clothing in the same way that they reasonably would in a shop. We may reduce a refund where an item has been used or handled beyond what is reasonably necessary to inspect it and its value has been reduced.
Change of mind returns and sizing
Customers are responsible for the cost of returning items that are unwanted, unsuitable or ordered in the wrong size. Where we provide a prepaid returns label, its cost will be deducted from the refund. Customers may alternatively use their own tracked postal service at their own expense.
Our size guides are provided to help customers choose the appropriate size, but they do not remove statutory cancellation rights.
Faulty, damaged or incorrect items
Please contact us by email: formandfortitude.info@gmail.com as soon as possible if an item:
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Arrives damaged.
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Has a manufacturing or printing defect.
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Is different from the item ordered.
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Is materially different from its description.
In your email, please include your order number, a description of the problem and clear photographs showing the issue.
Where an item is faulty, damaged, incorrect or misdescribed, we will provide an appropriate remedy, which may include a repair, replacement, price reduction or refund, depending on the circumstances and your statutory rights. Form & Fortitude will cover reasonable return costs where a return is required because of our error or a product fault.
Please report visible delivery damage or printing issues within seven days where reasonably possible, as this helps us investigate the issue with our production and delivery partners. This request does not affect your statutory rights.
Exchanges
We do not currently offer direct exchanges. If you require a different size or colour, please return the original eligible item for a refund and place a new order.
Refunds
Refunds will normally be processed within 14 days of receiving the returned goods (or evidence that they have been sent back), in accordance with UK consumer law.
Approved refunds will be made to the original payment method. Refunds will be processed without undue delay and within the timescales required by UK consumer law.
For a full order cancellation made within the statutory cancellation period, we will also refund the cost of our least expensive standard delivery option. Additional amounts paid for express, premium or upgraded delivery are not refundable.
Original delivery charges will not normally be refunded where only part of an order is returned, unless required by law or the goods were faulty, incorrect or misdescribed. Banks and payment providers may require additional time to display the refund in your account.
If your order has not arrived within the expected delivery timeframe, please contact us as soon as possible. We will investigate with our delivery partners and provide an appropriate remedy where the parcel is confirmed lost.
Non-returnable products
The following cannot normally be returned for change of mind reasons:
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Products genuinely made to an individual customer’s specification, such as clothing printed with the customer’s own name or unique requested artwork.
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Sealed hygiene-sensitive products where the seal has been broken after delivery and the item is not suitable for return for health protection or hygiene reasons.
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Digital products after the download or access process have begun and the customer has expressly agreed to immediate supply and acknowledged the loss of the cancellation right.
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Products damaged through misuse, incorrect washing, alteration or normal wear and tear.
Standard Form & Fortitude apparel bearing our normal designs is not treated as customer personalised solely because it is produced after an order is placed. These exclusions do not affect rights relating to faulty, misdescribed or unusable products.
Digital products and instant downloads
Digital products include downloadable journals, training plans, guides, templates and any other content supplied electronically.
Cancellation before access begins
You have the right to cancel your purchase of digital content within 14 days of entering into the contract, provided that the download, delivery or access process has not begun.
To request a cancellation before access begins, please contact:
Immediate access
Our digital products are normally supplied immediately after purchase.
By requesting immediate access, you expressly consent to the supply of the digital content beginning before the end of the 14-day cancellation period. You also acknowledge that you will lose your right to cancel once the download, delivery or access process begins.
Once immediate supply has begun following your express consent and acknowledgement, we do not accept change-of-mind cancellations, returns or exchanges for that digital product.
Digital products cannot be physically returned, and we do not offer exchanges for alternative digital products.
Order cancellations
Contact us immediately if you wish to cancel an order before dispatch.
Because many of our products enter production shortly after an order is placed, we cannot guarantee that an order can be cancelled before production begins. Where an order has already been produced or dispatched, the normal return process and statutory cancellation rights will apply.
Incorrect delivery address
Customers are responsible for ensuring that the delivery address provided at checkout is complete and accurate.
If an order is returned to us because an incorrect or incomplete delivery address was provided, we may ask you to pay any additional postage or delivery costs before the order is re-dispatched.
If an order cannot be delivered due to an incorrect address and is not returned to us by the delivery provider, we cannot issue a refund or replacement unless required by law.
Refused or unclaimed deliveries
If a delivery is refused by the customer or is returned to us because it was not collected from the delivery provider within the required timeframe, we will contact you to discuss the available options.
If you no longer wish to receive the order and are entitled to cancel under the Consumer Contracts Regulations 2013, we will refund the purchase price in accordance with your statutory rights. We may deduct any direct costs we incur as a result of the refused or unclaimed delivery where permitted by law, including any return postage or handling charges charged to us by our delivery or production partners.
If you would like the order to be sent again, any additional delivery costs must be paid before the order is re-dispatched.
This section does not affect your statutory rights where goods are faulty, damaged, incorrect or misdescribed.
Statutory rights
Nothing in this policy limits or excludes rights available under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other applicable consumer legislation.
If you have any questions about this policy or need assistance with a return, please contact us at formandfortitude.info@gmail.com and we'll be happy to help.