Refund policy

Last updated: 7 September 2026

At Exhale Boutique, we want you to be completely satisfied with your purchase. If you are not happy with your order, please contact us as soon as possible and we will do our best to assist you.

This policy explains our returns and refunds process and does not affect your statutory rights under UK consumer law.

1. Your Right to Cancel an Online Order

If you purchase goods from us online, you have a statutory right to cancel your order under UK consumer law.

You normally have 14 days from the day after you receive your goods to notify us that you wish to cancel your purchase. You then have a further 14 days to return the goods to us.

You do not need to provide a reason for cancelling during this statutory cancellation period.

In addition to your statutory cancellation rights, Exhale Boutique offers a 20-day returns period for eligible items, subject to the conditions set out below.

2. Eligibility for Returns

To be eligible for a discretionary return under our 20-day returns policy, items should be:

Returned within 20 days of delivery.
Unworn, unused and in their original condition.
Returned with all original tags and labels attached, where applicable.
Returned in their original packaging, where reasonably possible.
Accompanied by proof of purchase, such as your order confirmation or receipt.

Customers are responsible for taking reasonable care of items while they are in their possession.

Nothing in this policy limits your statutory rights where an item is faulty, damaged, not as described, or otherwise does not conform to the contract.

3. How to Request a Return

To request a return, please contact us at:

Email: info@theexhaleboutique.co.uk

Please include your order number and, where applicable, details and photographs of the item you wish to return.

Do not send an item back without contacting us first. We will provide you with the appropriate return instructions and, where applicable, a return address or return label.

Return Address:

Exhale Boutique
217 Firs Lane
London
N21 3HY
United Kingdom

4. Return Shipping Costs

For returns made because you have changed your mind, you are generally responsible for the reasonable cost of returning the item, unless we have agreed otherwise.

Where Exhale Boutique provides a prepaid return label for a change-of-mind return, the applicable return postage cost may be deducted from your refund, provided this is permitted by law and has been communicated to you in advance.

If an item is faulty, damaged, incorrect, or not as described, we will cover the reasonable cost of returning the item.

For statutory cancellations of online orders, where applicable, we will refund the cost of standard delivery originally paid by you. We are not required to refund any additional amount paid for an upgraded delivery service.

5. Damaged, Faulty or Incorrect Items

Please inspect your order as soon as possible after delivery.

If your item arrives damaged, is faulty, is not as described, or you have received the wrong item, please contact us at info@theexhaleboutique.co.uk as soon as possible.

Please provide your order number and photographs or other relevant information where appropriate so that we can assess the issue.

Your statutory rights remain unaffected. Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction or refund.

Where an item is confirmed to be faulty, damaged or incorrectly supplied, we will arrange the appropriate remedy and cover reasonable return costs.

6. Items That Cannot Be Returned

Certain products may be excluded from our discretionary returns policy where permitted by law, including:

Personalised or custom-made items.
Items made to your specific requirements.
Perishable goods or goods that are liable to deteriorate or expire quickly.
Sealed goods that are unsuitable for return for health or hygiene reasons once the seal has been broken.
Gift cards.
Other products where applicable statutory cancellation exceptions apply.

This does not affect your statutory rights if an item is faulty, not as described, or otherwise does not conform to the contract.

7. Sale and Promotional Items

Items purchased during a sale or promotional period are eligible for return in accordance with this policy, unless the item is clearly identified as final sale or falls within an applicable statutory exception.

Purchasing an item at a discounted price does not remove your statutory consumer rights.

8. Exchanges

We do not normally offer direct exchanges.

If you would like a different size, colour or product, the quickest option is to return the original item in accordance with this policy and place a new order for the replacement item.

This does not affect your statutory rights where a replacement is an appropriate remedy for faulty or non-conforming goods.

9. Refunds

Once we receive your returned item, we will inspect it and confirm whether the return has been accepted.

Where a refund is due, it will normally be made to the original payment method.

For statutory cancellations, we will process the refund without undue delay and, in accordance with applicable law, no later than 14 days after we receive the returned goods or, where applicable, receive evidence that the goods have been sent back.

For our additional 20-day discretionary returns policy, refunds will normally be processed within 10 business days after the returned item has been received and approved.

Please note that your bank or card provider may take additional time to process and display the refund in your account.

10. Condition of Returned Items

For change-of-mind returns, you may handle an item only as you would reasonably be able to in a shop to assess its nature, characteristics and functionality.

If an item has been used, handled or damaged beyond what is reasonably necessary to inspect it, we may be entitled to make an appropriate deduction from the refund where permitted by law.

11. Statutory Consumer Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or limit any rights you may have under applicable UK consumer protection law.

Under the Consumer Rights Act 2015, goods supplied to consumers must meet applicable requirements, including being of satisfactory quality, fit for purpose and as described. Where goods do not meet these requirements, consumers may have legal remedies including repair, replacement, price reduction or rejection/refund, depending on the circumstances.

If you believe an item is faulty or does not conform to your contract, please contact us so that we can help resolve the matter.