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Returns & Exchanges

OGW.OFFICE – ogwoffice.com

This page explains your options for returning or exchanging items purchased from ogwoffice.com. It works alongside our full Terms and Conditions (especially sections 8 and 9).

Who We Are OGW.OFFICE is operated by Chiggy Ogwo trading as OGW.OFFICE, a sole trader. Our main trading address is 15 King Street, Wigan, Greater Manchester WN1 1LP. Contact us at studio@ogwoffice.com.

1. Your Statutory 14-Day Cooling-Off Right (Change of Mind) – Consumers Only

As a UK consumer, you have a legal right to cancel your order and return items for any reason within 14 days starting the day after you (or someone you nominate) receive the goods.

  • You must notify us clearly by email (studio@ogwoffice.com) before the 14-day period ends.
  • You can use the model cancellation form at the bottom of this page or in our Terms and Conditions.
  • Return the goods to us at your own cost within 14 days of notifying us.
  • Items must be unused, in their original condition, with all tags still attached where possible, and in the original packaging.
  • We will refund the price you paid (including standard delivery costs) within 14 days of receiving the returned goods (or proof you have sent them back).
  • We may reduce the refund if the goods show signs of use beyond reasonable inspection.

Important Exceptions – No 14-day cancellation right applies to:

  • Made-to-order or personalised/engineered garments (most of our collection is produced to order).
  • Sealed goods unsealed for hygiene reasons.

2. Faulty, Damaged or Misdescribed Items

Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, as described, and fit for purpose.

If you receive a faulty, damaged, or misdescribed item:

  • Contact us as soon as possible at studio@ogwoffice.com with your order number and clear photos.
  • You have strong legal rights, including repair, replacement, or refund (full refund often available within the first 30 days).
  • We will cover reasonable return shipping costs for faulty items.

3. Our Voluntary Returns & Exchanges Policy (in addition to your legal rights)

We want you to love your OGW pieces. In addition to your 14-day statutory right, we offer the following goodwill policy:

  • Return window: 30 days from the date you receive your order.
  • Eligible items must be unworn, unused, in original condition, with all tags attached and in original packaging.
  • We happily accept exchanges for a different size, colour or style (subject to availability).
  • Return shipping is at your expense (we recommend using a tracked service).
  • Refunds will be issued to the original payment method within 14 days of us receiving the returned items.
  • We may offer store credit as an alternative to a refund.

Items that are non-returnable / non-exchangeable under our voluntary policy (except if faulty):

  • Made-to-order or engineered garments.
  • Sale or discounted items (unless faulty).
  • Items that have been worn, washed, altered, or damaged after receipt.
  • Underwear, swimwear, or hygiene-sensitive items (for obvious reasons).

4. How to Return or Exchange an Item

  1. Email us at studio@ogwoffice.com with your order number, reason for return/exchange, and photos if needed.
  2. We will reply with return instructions and confirmation.
  3. Pack the item securely in its original packaging.
  4. Send it back to: OGW.OFFICE 15 King Street Wigan, Greater Manchester WN1 1LP United Kingdom
  5. We strongly recommend using a tracked and insured postal service.

International returns: You are responsible for any return shipping costs and any customs/import duties on the return (if applicable).

5. Refunds

  • Refunds are processed to the original payment method.
  • We aim to issue refunds within 14 days of receiving your returned items.
  • Original shipping costs are refunded only for statutory cancellations (not for voluntary returns unless the item is faulty).
  • We do not refund any import duties or taxes you paid on international orders.

6. Exchanges

If you would prefer an exchange, let us know the new item/size/colour you want. We will reserve it for you once we receive your return (subject to stock).

Important Notes

  • This policy does not affect your statutory consumer rights under UK law.
  • We reserve the right to refuse returns that do not meet the conditions above.
  • For hygiene and sustainability reasons, we inspect all returned items carefully.

If you have any questions about your order or this policy, please contact us at studio@ogwoffice.com – we’re here to help.

Model Cancellation Form (for statutory 14-day cooling-off)

To: studio@ogwoffice.com Subject: Cancellation of Order #[your order number]

I/We hereby give notice that I/We cancel my/our contract for the supply of the following goods: [Item name(s)]

Ordered on: [date] Received on: [date]

Name: [your full name] Address: [your address]

Signature (if sending on paper): _______________________ Date: [date]