Refund policy

RETURNS & REFUND POLICY

Last updated: May 2026

Thank you for shopping with The Scrubs Clinic. We want you to be completely happy with your purchase. If you are not satisfied, this policy explains your rights and how to return an item.

YOUR STATUTORY RIGHTS

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If any part of this policy conflicts with your statutory rights, your statutory rights will prevail.

14-DAY COOLING-OFF PERIOD (RIGHT TO CANCEL)

Under UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, for any reason and without needing to give a justification.

To exercise this right, you must inform us of your decision to cancel within 14 days of the day after you receive your order. You then have a further 14 days from the date you notify us to return the goods.

To notify us, please contact us at sales@goyals.co.uk or write to us at:

The Scrubs Clinic
28a Bridge St
Maidenhead
SL6 8BJ

RETURN CONDITIONS

To be eligible for a return under the cooling-off period, items must be:

- In their original condition, unworn and unused
- With all original tags attached
- In the original packaging
- Accompanied by proof of purchase

You may inspect the goods as you would in a shop, but items that have been worn, washed, altered or damaged by you may not be eligible for a full refund. We reserve the right to make a deduction from the refund to reflect any reduction in value.

HOW TO START A RETURN

1. Contact us at sales@goyals.co.uk to request a return before sending anything back.
2. We will confirm your return is eligible and provide you with return instructions.
3. Send the item(s) to the address provided.
4. Items sent back without first requesting a return may not be accepted.

RETURN SHIPPING COSTS

If you are returning an item because you have changed your mind (cancellation within the cooling-off period), you are responsible for the cost of return postage. We recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit.

If you are returning an item because it is faulty, damaged, or incorrect, we will cover the return shipping costs.

FAULTY, DAMAGED OR INCORRECT ITEMS

Please inspect your order upon delivery. If your item is faulty, damaged, or you have received the wrong item, please contact us at sales@goyals.co.uk as soon as possible.

Under the Consumer Rights Act 2015:

- Within 30 days of delivery: You are entitled to a full refund for faulty goods.

EXCEPTIONS — NON-RETURNABLE ITEMS

The following items cannot be returned or refunded under the cooling-off period (as permitted by law):

- Personalised or embroidered items (custom-made to your specification)
- Items that have been worn, washed or altered
- Gift cards

Please note that personalised and embroidered items are made to order and are final sale. We strongly recommend double-checking all personalisation details before placing your order.

If a personalised item arrives faulty or damaged, your statutory rights still apply and we will resolve the issue.

SALE ITEMS

Sale items are eligible for return under the same conditions as full-price items, in accordance with your statutory rights.

EXCHANGES

We do not offer direct exchanges. If you would like a different size or product, please return the original item for a refund and place a new order.

REFUNDS

Once we receive and inspect your return, we will notify you by email whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 14 days of us receiving the returned goods. Please note that your bank or payment provider may take additional time to process the refund to your account.

If more than 14 days have passed since we confirmed your refund and you have not received it, please contact us at sales@goyals.co.uk.

LATE OR MISSING REFUNDS

If you have not received your refund within the expected timeframe:

- Check your bank account or card statement again.
- Contact your bank or credit card provider, as processing times can vary.
- If you have done both and still have not received your refund, please contact us at sales@goyals.co.uk.

If you have any questions about returns or refunds, please contact us:

Email: sales@goyals.co.uk
Address: The Scrubs Clinic, 28a Bridge St, Maidenhead, SL6 8BJ