Refund policy

Refund & Returns Policy

Last updated: 22 August 2026

At Point Alpha, we want you to be completely satisfied with your purchase. If you need to return an item, please read the following policy carefully.

1. Change-of-Mind Returns

If you have changed your mind about your purchase, ordered the wrong size, or simply no longer want the item, you may return the item in accordance with your statutory cancellation rights.

For a return to receive a full refund, the item should be returned in the condition in which it was received.

Where possible, items should be:

• Unwashed and unworn, except where necessary to try the item on.
• Free from stains, marks, odours, pet hair, makeup or other signs of use.
• Free from damage or alteration.
• Returned with the original tags and packaging where reasonably possible.
• Returned with all original items and accessories supplied with the order.

You are responsible for the cost of returning an item to Point Alpha where the return is due to a change of mind, incorrect size selection or another reason that is not the result of a fault or error on our part.

We do not provide free return postage for change-of-mind returns.

We strongly recommend using a tracked delivery service when returning an item, as Point Alpha cannot be responsible for items lost or damaged while being returned to us.

2. Return Period

For online purchases, you have the legal right to cancel your order within 14 days of receiving your goods, without having to give a reason.

Once you have notified us that you wish to cancel, you must send the goods back within the applicable legal timeframe.

You may also contact us before returning your item so that we can provide the appropriate return instructions.

3. Condition of Returned Items

Returned clothing must be handled with reasonable care.

You are entitled to inspect or try on an item in the same way you would reasonably be able to do in a shop.

However, if an item has been washed, worn beyond what is reasonably necessary to inspect or try it on, damaged, stained, marked, altered or otherwise handled in a way that reduces its value, we may be entitled to make an appropriate deduction from your refund where permitted by law.

For hygiene and resale purposes, we ask that all clothing returns are unwashed and in the same condition in which they were received.

This does not affect your statutory rights where an item is faulty, damaged on arrival, incorrectly supplied or not as described.

4. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, defective or different from the item you ordered, please contact us as soon as possible.

Where the problem is our responsibility, we will provide an appropriate remedy in accordance with your statutory consumer rights.

You will not be required to pay the return postage for an item that is being returned because it is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.

Please contact us before returning such an item so that we can provide the appropriate instructions.

5. Refunds

Once your returned item has been received and inspected, we will process your refund where you are entitled to one.

For statutory cancellations, refunds will be made in accordance with applicable UK consumer law.

Where the law permits a deduction because an item has been handled beyond what is reasonably necessary to inspect it, the amount of any deduction will reflect the reduction in the item’s value.

If you selected a premium delivery option when placing your order, we are only required to refund the equivalent of our standard delivery charge where the statutory cancellation right applies.

The cost of returning the item to us is your responsibility for change-of-mind returns.

6. Exchanges

If you have ordered the wrong size and would prefer an exchange rather than a refund, please contact us.

Any return postage associated with a change-of-mind or sizing exchange remains the customer’s responsibility unless the item is faulty or we have sent the wrong item.

7. Sale Items

Sale items have the same statutory consumer rights as full-price items.

A sale item that is faulty, incorrectly described or otherwise does not conform to the contract remains covered by your statutory rights.

8. Items We Cannot Accept for Return

We may refuse a return or make an appropriate deduction from a refund where permitted by law if an item has been:

• Washed.
• Significantly worn or used.
• Stained or marked.
• Damaged.
• Altered or modified.
• Returned in a condition that has reduced its value.

This does not remove or restrict any statutory rights you may have.

9. How to Start a Return

To request a return, please contact Point Alpha with:

• Your order number.
• The item(s) you wish to return.
• The reason for the return.
• Your name and contact details.

We will then provide the relevant return instructions.

Please do not send an item back without contacting us first.

10. Your Statutory Rights

Nothing in this policy affects or limits your statutory rights under UK consumer law.

If an item is faulty, not as described or does not conform to the contract, your legal rights remain unaffected.

For online purchases, statutory cancellation rights may apply even where an item is not faulty. Where those rights apply, customers are responsible for the direct cost of returning the goods where they have been informed of this obligation.

Point Alpha reserves the right to update this policy from time to time, but any changes will not affect statutory rights relating to orders already placed.