Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
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’ll also need the receipt or proof of purchase.
To start a return, you can contact us at contact@substantialriders.co.uk. Please note that returns will need to be sent to the following address: Substantial Riders, 12 Danygraig, Machen, Caerphilly CF83 8RF
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at contact@substantialriders.co.uk.
Damages and issues
We want every rider to receive their gear in perfect condition. If your Substantial Riders product arrives damaged, defective, or not as described, please contact us within 14 days of receiving your order.
To qualify for a refund or replacement, items must be:
- Unworn
- Unused
- Unwashed
- In their original condition and packaging
Once we’ve inspected and confirmed the issue, we’ll happily arrange a refund or replacement.
Because all Substantial Riders products are made to order, we cannot accept returns for general wear, accidental damage, or sizing‑related issues — but genuine manufacturing faults or shipping damage will always be taken care of.
Thank you for supporting intentional, made‑to‑order production and giving us the chance to make things right when something goes wrong.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
At Substantial Riders, every product is made to order. Each item is crafted individually for you, which allows us to offer inclusive sizing, intentional construction, and slow, sustainable production — but it also means we cannot accept returns or exchanges based on incorrect sizing.
Because made‑to‑order items cannot be resold, we are unable to offer size‑related exchanges or refunds.
We strongly encourage all customers to:
- Review our size guide carefully before purchasing
- Reach out to us for fit advice if you’re unsure
- Double‑check measurements to ensure the best possible fit
If your item arrives damaged, defective, or incorrect, please contact us within 14 days and we will resolve the issue promptly.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. 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.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@substantialriders.co.uk.