Returns, Refunds & Exchanges

We have a 30-day return policy for most items purchased online and in store.  After this period, no refunds or exchanges are provided.  
  
Eligibility for Refunds & Exchanges  

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.    

Exceptions / non-returnable items   

We are unable to refund or exchange:  

  • Personalised items, such as names, years or departments added to clothing  

  • Items that have been damaged by attempted repairs   

  • If you no longer want an item (for example because it’s the wrong size or colour) unless you bought it without seeing it 

  • Underwear - for hygiene reasons, we are unable to accept returns of underwear if the original packing seal has been broken. 

  • Sale items or gift cards  

Damages and issues   

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can rectify any issues.  

Online purchases  

Notwithstanding the above, for online purchases within the UK and EU you have the right to cancel or return your order within 14 days of delivery for whatever reason; as above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.  You then have another 14 days to return the goods once you have informed us of your wish to cancel or return your order.  We will refund you within 14 days of receiving the goods back.  

How to process a refund or exchange   

For faulty and incorrect items, if your return is accepted:  

  • To request a refund, contact us first at TheLocker@soton.ac.uk.   Items sent back to us without first requesting a return will not be accepted.   Returns are not available for posting from outside the UK.  

  • We will send you a return shipping label and instructions on returning your item.   

  • Once your return is received and inspected, we will notify you by email.  If approved, any refunds will be processed back to the original payment method within 14 working days and replacements within the same timescales.    

  • Shipping costs from your original order are non-refundable, you will only be refunded for the products purchased.  

  • Refunds may take some time to show on your statement depending on the processing speed of your bank or credit card company.   Please allow over 14 business days once we have approved your refund to contact us.   

For exchanges:   

  • To request an exchange, contact us first at TheLocker@soton.ac.uk.   Exchanges are not available for posting outside the UK.  

  • Securely pack the item with your original order number and send it to us at:   

The Locker – Returns, University of Southampton Students’ Union, 
Building 42, University Road, Southampton SO17 1BJ.   

  • Retain proof of posting and relevant insurance. We are not responsible for items until we have received them. 

  • Customers are responsible for return shipping costs for exchanges. 

  • Once your return is received and inspected, we will notify you by email and if approved, replacement items will be sent within 7 working days.     

Last updated 7.8.25