Refund policy

Refund & Returns Policy

At THE AMA LOOK, we take pride in the quality and craftsmanship of every product we offer. We want you to feel confident when shopping with us, and we have designed our returns and warranty process to make things as straightforward as possible.

30-Day Returns

We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.

For a standard change-of-mind return, the item must be returned in a condition suitable for resale. Where applicable, items should include their original tags, packaging and accessories.

You may request a return if, for example:

You have changed your mind.
You ordered the wrong item or size.
You ordered an item by mistake.
The item is no longer required.

Simply opening the outer packaging does not automatically prevent a return. However, products that have been used, worn, altered, damaged or otherwise handled beyond what is reasonably necessary to inspect the product may not qualify for a change-of-mind return, or the refund may be reduced where permitted by law.

Your statutory consumer rights are not affected by this policy.

Cancelling an Order

If you wish to cancel your order, please contact us as soon as possible at info@theamalook.co.uk.

Before your order has been dispatched

If your cancellation request is received before your order has been dispatched, we will make reasonable efforts to cancel the order and provide a refund.

After your order has been dispatched

If your order has already been dispatched, we may not be able to cancel the shipment. In this situation, you may need to receive the order and request a return in accordance with this policy.

If you exercise your legal right to cancel an online order, your statutory cancellation rights will apply.

Change of Mind, Ordered by Mistake or Wrong Size

If you simply change your mind, order by mistake, or select the wrong size or colour, you may request a return within our 30-day return period, provided the item meets the applicable return conditions.

For these returns, the cost of returning the item to us is normally the customer's responsibility.

We do not provide a free return label for a return solely because:

You have changed your mind.
You ordered the wrong item.
You ordered the wrong size or colour.
You ordered the item by mistake.
You no longer want the product.

Damaged, Defective or Incorrect Items

Please inspect your order carefully when it arrives.

If you receive an item that is:

Damaged during delivery
Defective or faulty
Incorrect
Missing an essential component or accessory

please contact us as soon as reasonably possible at info@theamalook.co.uk, preferably with photographs of the product and packaging.

We will assess the issue and, where the problem is our responsibility, we will provide an appropriate resolution.

Free Return Shipping

Where we ask you to return an item because it is faulty, damaged, defective or incorrectly supplied, THE AMA LOOK will provide a free return shipping label where appropriate.

You should not arrange or pay for return shipping for a confirmed product issue without contacting us first, as we may not be able to reimburse return postage that was arranged independently.

When We Do Not Provide Free Return Shipping

For standard change-of-mind returns, including products that were:

Ordered by mistake
The wrong size
The wrong colour
No longer wanted
No longer required

the customer is responsible for the cost of returning the item.

Hygiene & Opened Products

For health and hygiene reasons, certain products may not be eligible for return once their protective or hygienic packaging has been opened.

This particularly applies to products intended for direct contact with the mouth, such as mouthguards, where the hygiene seal or protective packaging has been opened.

For hygiene-sensitive products, we cannot accept a change-of-mind return after the product has been opened or used.

Our 60-Day Product Warranty

In addition to your statutory consumer rights, selected THE AMA LOOK products are covered by our 60-day warranty from the date of delivery.

Our warranty is intended to provide additional protection against manufacturing defects and faults arising under normal intended use during the warranty period.

Depending on the circumstances, we may offer a:

Repair
Replacement
Refund
Other appropriate resolution

The appropriate remedy will depend on the nature of the issue and the circumstances of the claim.

What Our Warranty Covers

Our warranty may cover issues such as:

Manufacturing defects
Defective stitching or construction
Material or workmanship defects
Components that fail prematurely under normal intended use
Other faults that are determined to have resulted from a manufacturing defect

All warranty claims are subject to assessment by THE AMA LOOK.

What Our Warranty Does Not Cover

Our warranty does not normally cover damage or deterioration caused by:

Normal wear and tear
Incorrect or excessive use
Misuse or abuse of the product
Accidental damage
Improper care, cleaning or storage
Failure to follow product care instructions
Modifications or alterations made to the product
Damage caused after delivery through use or handling
Cosmetic changes that do not affect the product's functionality
Damage caused by exposure to conditions or substances for which the product was not designed

The warranty does not cover products that have been intentionally damaged or used outside their intended purpose.

Where a product is returned under warranty, we may request photographs, proof of purchase and/or further information to help us assess the claim.

Our warranty is provided in addition to, and does not replace or restrict, your statutory consumer rights.

Sale Items

Sale and discounted items remain subject to the same applicable statutory consumer rights as full-price items.

Any additional promotional or voluntary return conditions will be clearly stated at the time of purchase.

How to Request a Return

To request a return, please contact us at:

info@theamalook.co.uk

Please include:

Your order number
The product you wish to return
The reason for the return
Photographs, where relevant

Once your return request has been reviewed and accepted, we will provide the return address and any applicable return instructions by email.

Please do not send an item back without first contacting us and receiving return instructions.

Return Condition

Returned items should be securely packaged to prevent damage during transit.

For standard returns, items should be in a condition suitable for resale, with original tags, packaging and accessories where applicable.

If an item has been used, worn, damaged or handled beyond what is reasonably necessary to inspect its nature, characteristics and functionality, we may take this into account when processing the return.

Exchanges

We do not currently offer direct exchanges.

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

Refunds

Once we receive your returned item, we will inspect it and notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

We aim to process approved refunds within 10 business days. Your bank or payment provider may then require additional time to process and display the refund.

If you have not received your refund after the relevant processing period, please contact us at:

info@theamalook.co.uk

Proof of Purchase

We may require proof of purchase before processing a return, refund or warranty claim. This may include your order confirmation, receipt or other reasonable evidence of purchase.