Hello Emma,
Thank you for taking the time to leave your feedback. We’d like to clarify the details surrounding your order and return.
You placed your order with us on 28th July, and it was delivered the very next day on 29th July. On 28th August, you reached out to us on email because you were unable to use the return portal as you were over our 28 day return policy. Although this was outside of our 28-day returns period, we agreed to accept it as a goodwill gesture, on the condition that the shorts were returned in pristine, resalable condition – to which you said that the shorts were, which was not the case.
Unfortunately, when the item was received back, it had a clear and visible mark on it. As we are only able to accept returns of unworn, unmarked items, we could not process a refund on this occasion and returned the shorts to you at our cost.
We appreciate this outcome is disappointing, but we have to uphold the same fair standards across all our customers to ensure returned items are in perfect condition before they are resold. We only ever send out pristine items, and expect customer returns to be sent to us in a pristine condition. We like to treat customers how we would want to be treated ourselves – we are always fair and kind, which is exactly how we spoke to you on all email corrodspondance. I hope you can understand that we cannot accept garments that have been returned to us in less than pristine condition.
Kind regards,
Marie
Sugar Loaf Clothing
