Refund policy

Refund & Returns Policy

Effective Date: 15 October 2026

Store Name: Morello Ross

Domain: morelloross.store

Support Email: support@morelloross.store

At Morello Ross, we take immense pride in crafting exceptional menswear designed to the highest standards of luxury and British tailoring. If you are not entirely satisfied with your purchase, we offer a transparent and fully compliant returns procedure in accord with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your purchase without providing any reason within 14 calendar days from the day on which you (or a third party nominated by you) physically receive the goods.

Exercising Your Right: To cancel your order, you must notify our customer care team via email at support@morelloross.store stating your order number and intent to return before the 14-day cancellation period expires.
Return Window: Following notification, you have an additional 14 calendar days to dispatch the items back to our central facility.

2. Condition of Returned Goods

To qualify for a full refund, returned items must be presented in their original, resalable condition:

Unworn, unwashed, unaltered, and free from perfume, aftershave, or smoke odours.
Complete with all original tags, security ribbons, hangers, and bespoke packaging intact.

Under statutory rules, we reserve the right to deduct an amount from the refund if the value of the goods has been diminished as a result of unnecessary handling beyond what is strictly required to establish their nature, characteristics, and fit.

3. Faulty or Damaged Goods (Consumer Rights Act 2015)

We hold our garments to stringent quality controls. However, if an item does not meet statutory standards of satisfactory quality, fitness for purpose, or accurate description, the following remedies apply:

Short-Term Right to Reject (0 – 30 Days): If your garment is faulty or damaged upon delivery, you have a statutory right to reject the item within 30 calendar days for a full refund.
Repair or Replacement (30 Days – 6 Months): If a manufacturing fault arises after 30 days but within 6 months of delivery, you are entitled to a repair or replacement. If repair or replacement is not viable or successful, a full or partial refund will be provided.

To report a fault, please contact support@morelloross.store with your order reference number and photographic evidence of the defect.

4. Refund Processing and Outbound Shipping Charges

Processing Time: Approved refunds will be processed without undue delay and strictly within 14 calendar days from the day we receive the returned items back (or proof of tracked dispatch).
Payment Method: All refunds will be credited directly to the original payment method utilized at checkout.
Delivery Charges: When an entire order is cancelled within the statutory 14-day cooling-off window, we will reimburse the cost of the items together with our standard delivery charge. Express or upgraded shipping options chosen at checkout are non-refundable.

5. Return Postage Costs

Standard Returns: Unless the product is faulty, damaged, or incorrectly supplied, you are responsible for paying the direct cost of returning the goods to us.
Faulty Returns: Where goods are confirmed faulty or incorrect, Morello Ross will reimburse reasonable standard return postage costs upon presentation of a valid postal receipt.
Risk of loss or damage in transit remains with the sender until goods are safely delivered to our logistics center; we recommend using a tracked, insured courier service.

6. Non-Returnable Items

In accordance with statutory exceptions, the following items cannot be returned or refunded unless proven faulty:

Tailored, bespoke, or custom-personalized garments.
Underwear, socks, and swimwear where hygiene seals or protective packaging have been opened or removed.