Refund policy

RETURNS & REFUNDS POLICY

Sequoia Store

Last updated: 15 September 2026

At Sequoia Store, all orders are prepared and shipped with care. Please read this Returns & Refunds Policy carefully before placing your order.

1. Change of Mind & Unwanted Items

Unless you are exercising a statutory right under applicable consumer law, all purchases are considered final sale.

We do not accept returns or offer refunds simply because:

• You have changed your mind.
• You no longer want the item.
• You have ordered the wrong size.
• The item does not fit as expected.
• You have ordered the wrong colour or style.
• You have decided that the item is not suitable for you.

Please check our size guide carefully before ordering. We strongly recommend checking your measurements against the measurements provided on the product page before purchasing.

Where a return is legally permitted, the item must be returned in its original condition with all original tags attached and without signs of wear, washing, damage, staining, odour or alteration.

2. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact us as soon as possible at hello@sequoiastoreuk.com.

Please include:

• Your order number.
• A description of the issue.
• Clear photographs showing the fault, damage or incorrect item.
• Photographs of the packaging where relevant.

We will review the issue and, where appropriate, provide a suitable remedy in accordance with your statutory consumer rights. This may include a replacement, repair or refund depending on the circumstances.

Normal wear and tear, accidental damage, misuse, washing or care contrary to the product’s care instructions will not normally be considered a manufacturing fault.

3. Statutory Consumer Rights

Nothing in this policy is intended to exclude or restrict any rights you may have under applicable UK consumer protection law.

If you have a legal right to cancel, return or obtain a remedy for an item, those rights will continue to apply regardless of the terms of this policy.

4. Returns Authorised by Sequoia Store

If we agree that an item can be returned, we will provide instructions on how to return it.

Unless the item is faulty, damaged or incorrect, the customer is responsible for the cost of returning the item where applicable.

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

5. Condition of Returned Items

Any authorised return must be:

• Unworn.
• Unwashed.
• In its original condition.
• Free from stains, marks, smells, damage or alterations.
• Returned with original tags attached.
• Returned with any original packaging where reasonably possible.

We reserve the right to assess the condition of returned goods before issuing any applicable refund or other remedy.

6. Sale Items

Items purchased during a sale, promotion or clearance event may be final sale, where this is clearly stated at the time of purchase.

However, sale items are still covered by your statutory rights where applicable, including rights relating to faulty, damaged or incorrectly supplied goods.

7. Pre-Orders

Pre-order items are produced or allocated specifically for the relevant release and are subject to the terms displayed on the product page at the time of purchase.

Estimated pre-order fulfilment times will be stated on the relevant product page.

Unless applicable law provides otherwise, pre-order purchases are final sale and cannot be cancelled simply because you have changed your mind or no longer wish to wait.

If a pre-order is faulty, damaged or incorrectly supplied, please contact us and we will deal with the issue in accordance with your statutory rights.

8. Mystery Boxes & Limited Products

Mystery boxes, unreleased samples and other products specifically identified as final sale cannot be returned or exchanged for reasons such as sizing, preference or change of mind, except where applicable consumer law provides otherwise.

9. Exchanges

We do not routinely offer exchanges.

If you require a different size, you may need to place a new order rather than requesting an exchange. Any legally applicable cancellation, return or consumer rights remain unaffected.

10. Refunds

Where a refund is legally due or has otherwise been approved by Sequoia Store, it will normally be issued to the original payment method.

Refund processing times may depend on your payment provider or bank.

11. Contact

For any questions regarding an order, return or faulty item, please contact:

Email: hello@sequoiastoreuk.com

Please include your order number in your message so that we can locate your order quickly.

IMPORTANT

By placing an order with Sequoia Store, you acknowledge that you have read the product information, sizing information and applicable terms before completing your purchase.

This policy does not remove or limit any rights that cannot legally be excluded under UK consumer law.