We want you to be happy with your order. This returns policy explains how to cancel, return or exchange items, and what happens if something is faulty. It does not affect your legal rights. For any returns questions, email returns@ingeniouspartners.co.uk.
Returns for a change of mind
You can return unbranded items for any reason within 30 days of the day you receive them. This is longer than the 14-day cancellation period required by law and does not affect your legal rights. To return an item, complete our online returns form, or email returns@ingeniouspartners.co.uk with your name, order number and the items you are returning, then send the items back to us within 14 days of telling us.
Please return items unused, unwashed and with their original tags and packaging, so we can resell them. You may try items on as you would in a shop, but if an item has been worn, washed or damaged, we may reduce your refund to reflect the loss in value.
We will refund the price of the items and the standard delivery charge you paid, using the card you paid with, within 14 days of receiving the items back, or of you showing us proof that you have sent them if that is sooner. If you return only part of an order, we refund the delivery charge only if the whole order is returned. You pay the cost of returning items unless they are faulty or we sent the wrong item.
Branded, personalised and hygiene items
Change-of-mind returns do not apply to:
- items embroidered, printed or personalised with a logo, name or design, or otherwise made to your specification;
- hygiene items supplied sealed, such as ear plugs, face masks and respirators, disposable gloves and similar, once the seal or packaging has been opened after delivery.
These items can still be returned if they are faulty or not what you ordered.
Size exchanges
If an unbranded item does not fit, we are happy to exchange it for a different size within 30 days of delivery, as long as it is unused with tags attached. Request the exchange through our online returns form first, choosing the size you need, so we can check stock. You pay to send the item back and we pay to send the replacement.
Faulty, damaged or incorrect items
If an item arrives damaged, is faulty, is not as described or is not what you ordered, please tell us as soon as possible using our online returns form, giving your order number and, where you can, a photo. We will pay the return postage.
- Within 30 days of delivery, you can choose a full refund, or a repair or replacement.
- After 30 days and within 6 months, we will first offer a repair or replacement. If that is not possible or does not fix the problem, you can have a refund.
- After 6 months, you may still have rights for up to 6 years (5 years in Scotland), but you may need to show the fault was there when the item was delivered.
Fair wear and tear, misuse, or damage from not following care instructions are not faults.
Client account orders
If you ordered through a client account, unbranded items in their original condition can be returned or exchanged within 30 days of delivery. Branded items can only be returned if faulty or not as ordered. Your organisation’s supply agreement may set different arrangements. Refunds on account orders are issued as a credit note to your organisation.
Campus and site collection orders
Please check your order when you collect it. You can return items through your collection point by completing the online returns form first, and we will collect them with the next weekly delivery, or you can post them to us.
How to return items under our returns policy
- Complete our online returns form with your order number and email address. Choose the items, the reason, and whether you would like a refund or a different size. You will receive an email with your returns reference straight away.
- Pack the items securely, with a note of your name and returns reference.
- Send them to: Ingenious Partners Ltd, Returns, Suite 132, 123 Stratford Road, Shirley, Solihull, B90 3ND. We recommend a tracked service, as we cannot refund items lost on the way back to us.
Last updated: 25 September 2026