Returns, Cancellations and Complaints

This section applies if you have just changed your mind and wish to cancel your order. If you need to return goods which are faulty, damaged or incorrectly supplied please refer to the faulty, damaged or incorrectly supplied section below.

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right to cancel, you must inform us (Buy Jeans, Unit 1 Haywood Lodge Farm, Hereford, Herefordshire, HR2 9RU, United Kingdom, 01432 34 35 32, sales@buy-jeans.net) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, email, or through this web site). To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

If you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation on a durable medium (e.g. by email) without delay.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than -

• 14 days after the day we receive back from you any goods supplied, or
• (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
• if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

The cost of returning goods under the cancellation rights are to be met by the customer.

Returning the goods

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Please include information with your return to help us identify it and the reason for return. You may include a copy of the paperwork enclosed with the delivery, the Returns Form below, or a letter containing the same information.

Goods must be returned to: Buy Jeans, Unit 1 Haywood Lodge Farm, Hereford, Herefordshire, HR2 9RU, United Kingdom. When returning your item(s), please complete and enclose our Returns Form to help us identify your package and process your return as quickly as possible. If you do not have a printer please include the same information in a letter in your package. The parcel is your responsibility until it reaches us, so we recommend using a tracked postal service. Goods cannot be returned to our retail stores for exchange or refund.

Any free goods supplied as part of the product purchase must be returned with the product, otherwise we may deduct the full list price of the missing items from any refund. For packs of more than one item all the items in the pack must be returned.

The following goods are exempt and can only be returned if faulty or incorrectly supplied:

• Products which have been tailored or customised to your requirements.
• Underwear, swimwear and face masks (due to hygiene reasons) unless the packaging is still sealed.

Please ensure all items are returned to us in their original condition, unworn, with all labels still attached and in their original packaging. We may make a deduction from the refund for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

Buy Jeans will send email confirmation upon receipt of product returns. Refunds will be processed within 14 days. Exchanges will be processed within 5-12 working days and postage will be charged at the same rate as the original order.

Click here for the Returns Form

This section applies to goods which are faulty, damaged or incorrectly supplied only. If you have just changed your mind please refer to the cancellation section above.

If the product is faulty, damaged or incorrectly supplied please contact us first. We will send you a prepaid returns label for the return and will not charge any postage for sending the replacement to you. You must obtain a receipt from the Post Office in case the parcel is lost in the post. If you choose not to use our returns label we will only reimburse up to £4.00 postage cost.

Goods must be returned to: Buy Jeans, Unit 1 Haywood Lodge Farm, Hereford, Herefordshire, HR2 9RU, United Kingdom. When returning your item(s), please complete and enclose our Returns Form to help us identify your package and process your return as quickly as possible. If you do not have a printer please include the same information in a letter in your package. The parcel is your responsibility until it reaches us, so we recommend using a tracked postal service. Goods cannot be returned to our retail stores for exchange or refund.

Any free goods supplied as part of the product purchase must be returned with the product, otherwise we may deduct the full list price of the missing items from any refund. For packs of more than one item all the items in the pack must be returned (even if only one is defective).

The manufacturer's size tolerance on jeans is +/- 0.5" on waist and leg length. So for example a pair of 30/32 jeans should measure between 29.5" and 30.5" waist and between 31.5" and 32.5" inside leg. Bottom widths (where shown) are based on 32" waist jeans and will be proportionally larger or smaller for other waist sizes. Jeans returns will only be accepted as not measuring correctly if they are outside this tolerance.

Please be aware that Diesel have a separate tolerance to other suppliers and have acknowledged that certain styles may run longer/wider, therefore they will only accept them as faulty if they are more than 10% longer/wider than the standard size.

The following goods can only be returned if faulty or incorrectly supplied. They cannot be returned if you change your mind or order incorrectly:

• Products which have been tailored or customised to your requirements.
• Underwear, swimwear and face masks (due to hygiene reasons) unless the packaging is still sealed.

Occasionally you may receive a pair of Levi's jeans with the Red Tab which don't have the word Levi's on. We wanted to clear up any myths and general hearsay about what that means, and to confirm that yes, your jeans are genuine if they have a blank Red Tab. The 'blank' tabs are perfectly good Red Tabs and are protected by Trademark Registrations. Levi's intentionally mixes around 10% of 'blank' tabs into their global distribution which is needed to protect the tab and the copyright surrounding it to prevent other brands from using it. If Levi's just used the Red Tab with Levi's on it 100% of the time, their trademark on the shape of the tab alone could be challenged allowing their competitors to use either blank Red Tabs or ones with their own brand name on it. Because Levi's use both Red Tabs with and without text they can claim full protection of their exclusive right on the usage of the Red Tab, regardless of what is written on it.

Please ensure all items are returned to us in their original condition, unworn, with all labels still attached and in their original packaging. We may make a deduction from the refund for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

Buy Jeans will send email confirmation upon receipt of product returns. Refunds will be processed within 14 days.

For any further assistance or advice, please contact us by one of the methods shown below.

Click here for the Returns Form

A "business" is any customer offering a service related to a business. A "consumer" is someone that is not acting on behalf of a business when they make a purchase of a goods or service.

The Consumer Rights Act only applies to Business-to-Consumer (B2C) orders. It does NOT apply to Business-to-Business (B2B) orders.

We are happy to accept returns of products that are faulty or incorrectly supplied to business customers, however we are not able to accept returns of products from business customers who have just changed their minds.

If you have any questions or concerns regarding this, please contact us before ordering.

If anything is not right, please call us on 01432 34 35 32 between 9:30am and 4:30pm Monday to Friday, or email support@buy-jeans.net. We will aim to resolve the matter to your complete satisfaction.

If you are still not happy, please contact Becki Monk (our Customer Services Manager) by direct email to becki@buy-jeans.net. Please do not contact Becki until you have given our customer services team the opportunity to help you.

Telephone: 01432 34 35 32. Lines are open between 9:30am and 4:30pm Monday to Friday.

Email (sales): sales@buy-jeans.net.

Email (customer services): support@buy-jeans.net.

Email (complaints): becki@buy-jeans.net.

Email (webmaster): webmaster@buy-jeans.net.

Post: Buy Jeans, Unit 1 Haywood Lodge Farm, Hereford, Herefordshire, HR2 9RU, United Kingdom.