REFUND POLICY

REFUND POLICY

Last updated: 11/8/2026


KSN GROUP LTD, trading as MENTALITYCLB (“we”, “us” and “our”), is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and share personal information when you visit our website, place an order, contact us or subscribe to our marketing emails.

Last updated: 11/8/2026


KSN GROUP LTD, trading as MENTALITYCLB (“we”, “us” and “our”), is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and share personal information when you visit our website, place an order, contact us or subscribe to our marketing emails.

Last updated: 11/8/2026

1. who we are

KSN GROUP LTD trading as MENTALITYCLB is the controller of your personal information.


Registered office: [FULL REGISTERED OFFICE ADDRESS]
Company number: [COMPANY NUMBER]
Registered in Scotland
Email: [CUSTOMER SERVICE EMAIL].

2. RETURNS

You may request a return within 14 days of receiving your order.


To be eligible for a return, items should:

  • Be unworn and unused

  • Be in their original condition

  • Have all original tags attached, where applicable

  • Be returned in their original packaging where reasonably possible


You may try on clothing to check the fit, as you would in a shop. Items should not have been washed, worn for extended periods, damaged or altered.

You may request a return within 14 days of receiving your order.


To be eligible for a return, items should:

  • Be unworn and unused

  • Be in their original condition

  • Have all original tags attached, where applicable

  • Be returned in their original packaging where reasonably possible


You may try on clothing to check the fit, as you would in a shop. Items should not have been washed, worn for extended periods, damaged or altered.

3. CHANGE OF MIND

If you change your mind about your purchase, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.

After notifying us that you wish to cancel, you must return the goods within a further 14 days.

For eligible change-of-mind returns, the cost of returning the item is the customer's responsibility unless we state otherwise.

We will refund the cost of the returned product and the standard delivery charge paid for the original order. If you selected a more expensive delivery option, we only need to refund the equivalent of the cheapest standard delivery option available.

If you change your mind about your purchase, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.

After notifying us that you wish to cancel, you must return the goods within a further 14 days.

For eligible change-of-mind returns, the cost of returning the item is the customer's responsibility unless we state otherwise.

We will refund the cost of the returned product and the standard delivery charge paid for the original order. If you selected a more expensive delivery option, we only need to refund the equivalent of the cheapest standard delivery option available.

If you change your mind about your purchase, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.


After notifying us that you wish to cancel, you must return the goods within a further 14 days.


For eligible change-of-mind returns, the cost of returning the item is the customer's responsibility unless we state otherwise.


We will refund the cost of the returned product and the standard delivery charge paid for the original order. If you selected a more expensive delivery option, we only need to refund the equivalent of the cheapest standard delivery option available.

4. Our legal bases for using your information

Under UK data-protection law, we use your information on the following bases:


  • Contract: where we need your information to process and fulfil your order or respond to a request before you enter into a contract with us.

  • Legal obligation: where we need to retain information for tax, accounting or other legal requirements.

  • Legitimate interests: where necessary to run, protect and improve our business, prevent fraud and respond to customer enquiries, provided that your rights and interests do not override ours.

  • Consent: where you choose to receive marketing emails or where consent is required for non-essential cookies or similar technologies.


You can withdraw marketing consent at any time by using the unsubscribe link in an email or by contacting us.

Under UK data-protection law, we use your information on the following bases:


  • Contract: where we need your information to process and fulfil your order or respond to a request before you enter into a contract with us.


  • Legal obligation: where we need to retain information for tax, accounting or other legal requirements.


  • Legitimate interests: where necessary to run, protect and improve our business, prevent fraud and respond to customer enquiries, provided that your rights and interests do not override ours.


  • Consent: where you choose to receive marketing emails or where consent is required for non-essential cookies or similar technologies.


You can withdraw marketing consent at any time by using the unsubscribe link in an email or by contacting us.

5. FAULTY, DAMAGED OR INCORRECT ITEMS

If your item arrives:

  • Damaged

  • Faulty

  • Incorrect

  • Not as described


Please contact us as soon as possible with your order number and photographs showing the issue.

We will assess the issue and, where appropriate, offer a replacement, repair or refund in accordance with your statutory consumer rights.

Nothing in this policy affects your legal rights. We remain responsible for goods that are faulty, not as described or otherwise fail to meet the requirements of applicable consumer law

If your item arrives:

  • Damaged

  • Faulty

  • Incorrect

  • Not as described


Please contact us as soon as possible with your order number and photographs showing the issue.


We will assess the issue and, where appropriate, offer a replacement, repair or refund in accordance with your statutory consumer rights.


Nothing in this policy affects your legal rights. We remain responsible for goods that are faulty, not as described or otherwise fail to meet the requirements of applicable consumer law

6. REFUNDS

Once your return has been received and inspected, we will confirm whether your refund has been approved.

Approved refunds will be issued to the original payment method.

Where a refund is legally due, we will process it within the applicable legal timeframe. For standard online cancellations, this is generally within 14 days of receiving the returned goods.

Depending on your payment provider, it may take additional time for the refund to appear in your account.

Once your return has been received and inspected, we will confirm whether your refund has been approved.


Approved refunds will be issued to the original payment method.


Where a refund is legally due, we will process it within the applicable legal timeframe. For standard online cancellations, this is generally within 14 days of receiving the returned goods.


Depending on your payment provider, it may take additional time for the refund to appear in your account.

7. EXCHANGES

We currently do not offer direct exchanges.

If you require a different size, colour or product, we recommend returning your original item and placing a new order.

We currently do not offer direct exchanges.


If you require a different size, colour or product, we recommend returning your original item and placing a new order.

8. SALE ITEMS

Sale items are eligible for returns under the same applicable consumer rights as full-price items.

We do not use sale pricing to remove or restrict your statutory rights.

9. INTERNATIONAL RETURNS

If you are ordering from outside the UK, you are responsible for checking that the product can be legally imported into your country.

For change-of-mind returns, the customer is responsible for the cost of returning the item unless otherwise stated.

Any customs duties, import taxes or other charges incurred in connection with an international return may be non-refundable.

If you are ordering from outside the UK, you are responsible for checking that the product can be legally imported into your country.


For change-of-mind returns, the customer is responsible for the cost of returning the item unless otherwise stated.

Any customs duties, import taxes or other charges incurred in connection with an international return may be non-refundable.

10. HOW TO REQUEST A RETURN

To request a return, contact us at: [YOUR CUSTOMER SERVICE EMAIL]


Please include:

Order number
Name used for the order
Product(s) you wish to return
Reason for return


For faulty, damaged or incorrect items, please also include photographs where possible.

We'll then provide you with the relevant return instructions.

To request a return, contact us at:

[YOUR CUSTOMER SERVICE EMAIL]


Please include:

Order number
Name used for the order
Product(s) you wish to return
Reason for return


For faulty, damaged or incorrect items, please also include photographs where possible.

We'll then provide you with the relevant return instructions.

IMPORTANT

This policy does not limit or exclude any rights you may have under applicable consumer protection laws.

Where the law provides you with rights that are more favourable than the terms stated in this policy, those legal rights will apply.

This policy does not limit or exclude any rights you may have under applicable consumer protection laws.


Where the law provides you with rights that are more favourable than the terms stated in this policy, those legal rights will apply.