Refund policy
Return and Refund Policy
Last updated: 2 October 2026
Country Girls Club is operated by Exalt Digital Ltd.
We hope you love your order. However, if you change your mind or something is not right with your purchase, this policy explains how cancellations, returns and refunds work.
Nothing in this policy affects your statutory rights under UK consumer law.
Changing your mind
If you purchase goods from us online, you normally have the right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days of the day on which you, or someone nominated by you, receives the goods.
Once you have told us that you wish to cancel, you must return the goods within a further 14 days.
To start a return, please email:
Please include your name, order number and the item or items you wish to return.
You do not need to provide a reason for exercising your statutory right to cancel, although you are welcome to tell us why you are returning an item.
Return address
Please do not send returns to our registered office.
Our registered office is used for legal and business correspondence and is not our returns warehouse.
Please contact us at ellie@countrygirlsclub.com before returning an item. We will provide you with the appropriate return instructions and return address for your order.
Because some of our products may be manufactured or fulfilled by different production partners, the appropriate return location may vary.
Condition of returned items
You are entitled to inspect an item in the same way that you reasonably would if viewing it in a physical shop.
Where possible, returned items should be:
- unworn and unused;
- free from damage caused after delivery;
- returned with their original labels, accessories and packaging; and
- in a condition suitable for resale.
We may reduce the amount refunded if the value of an item has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning.
Trying on an item of clothing in the normal way will not, by itself, prevent you from returning it.
Return postage
Where you are returning an item because you have changed your mind, you are responsible for the cost of returning the item to us unless we expressly agree otherwise.
We recommend using a tracked or otherwise recorded delivery service and retaining proof of postage.
If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. Where appropriate, we will arrange the return or reimburse reasonable return postage.
Refunds
Once we receive your return, we will inspect it and process any refund due.
Where you validly cancel your entire order under your statutory cancellation rights, we will refund:
- the price paid for the returned goods; and
- the cost of our least expensive standard delivery option offered for the order, where applicable.
If you selected an enhanced, express or more expensive delivery option, we are not required to refund the additional amount above our standard delivery charge.
Refunds will be made to the original payment method unless otherwise agreed.
Where permitted by law, we may wait until we have received the goods back or you have provided evidence that you have returned them before issuing the refund.
Your bank, card provider or payment provider may take additional time to display the refund after it has been processed by us.
Faulty, damaged, incorrect or misdescribed products
Please inspect your order after delivery.
If an item is faulty, damaged, incorrect, not as described or otherwise does not conform to your statutory rights, contact us at:
Please include your order number and, where helpful, photographs showing the issue.
Your statutory rights relating to faulty or non-conforming goods are separate from your 14-day change-of-mind cancellation right and are not restricted by this policy.
Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction or refund.
Sale and promotional items
Products purchased during a sale or promotion are not excluded from your statutory cancellation rights simply because they were discounted.
The same statutory return rights described in this policy apply unless a lawful exception applies.
Phone cases and products made after ordering
Some Country Girls Club products, including certain phone cases, may only be manufactured after an order is placed.
The fact that an item is manufactured after you place your order does not, by itself, make the item non-returnable.
Where you simply select from the standard designs, colours, sizes, finishes or phone models offered on our website, the normal cancellation rights described in this policy apply.
Personalised or bespoke products
The statutory change-of-mind cancellation right may not apply to products that have been:
- made specifically to your individual specifications; or
- clearly personalised for you.
This exception does not apply merely because an item is manufactured after you order it.
It also does not affect your rights if a personalised or bespoke item is faulty, damaged, incorrect or not as described.
Pre-order products
Some of our products are sold on a pre-order basis.
The estimated production, dispatch or delivery period will be displayed on the relevant product page before you place your order.
You may contact us to cancel an eligible pre-order before it has been dispatched.
Once a pre-order product has been delivered, the normal cancellation and return rights described in this policy apply unless a lawful exception applies.
Production and delivery dates for pre-orders are estimates. If we become aware of a significant delay, we will contact affected customers where reasonably possible.
Exchanges
If you would like to exchange an item for another size or product, please contact:
Exchanges are subject to product availability.
In some cases, we may ask you to return the original product for a refund and place a new order rather than processing a direct exchange.
Cancelling an order before dispatch
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:
If the order has not yet entered a stage where dispatch cannot reasonably be stopped, we will cancel it and issue the appropriate refund.
Your statutory cancellation rights are not affected if the order has already been dispatched.
Model cancellation form
You may use the following form if you wish to exercise your statutory right to cancel. Use of this form is optional.
To:
Exalt Digital Ltd trading as Country Girls Club
3a Station Road
Amersham
United Kingdom
HP7 0BQ
Email: ellie@countrygirlsclub.com
I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods or supply of the following service:
Ordered on / received on:
Name of customer:
Address of customer:
Order number:
Signature of customer (only if this form is sent on paper):
Date:
Contact
Country Girls Club is operated by:
Exalt Digital Ltd
Company number: 15964291
Registered in England and Wales
Registered office: 3a Station Road, Amersham, United Kingdom, HP7 0BQ
VAT Registration Number: GB 477 7765 22
Email: ellie@countrygirlsclub.com
Please note: our registered office is not a returns address. Contact us before returning goods.