Refund policy

Last updated: 14 October 2026

1. Scope

This policy covers returns, refunds and claims. It works alongside our Terms of Service, which set out that these are business-to-business trade sales, the time limits for claims, and the cap on our liability. Please read both together.

2. Product grading

All stock is used, secondhand clothing, graded by eye by our team before dispatch. Whether a box matches its grade is decided only by the item-count test in the grading variance below. Grades do not guarantee the condition of every individual piece.

• Grade A. The best of the stock. Items in excellent used condition with only minimal signs of wear and no significant defects. The most sellable pieces in the range. As with all secondhand clothing, a wash is expected before resale.
• Grade A/B. A mix of Grade A and Grade B items in one box. Some pieces are close to defect-free, others show light wear or small flaws.
• Grade B. Items in good used condition that show some wear, with marks, small holes or minor flaws. Priced below Grade A to reflect the condition.
• Grade B/C. A mix of Grade B and Grade C items. Some pieces have minor marks or small holes, others show heavier wear such as larger stains or holes. Priced to reflect the lower condition.
• Grade C. Items that show noticeable wear, including heavier staining and larger holes or tears. The lowest grade we define. Priced at a significant discount and bought for the low entry price, not for retail-ready condition.

A mixed box (for example A/B or B/C) may contain any proportion of each grade, including all of the lower grade, and is not outside its grade for that reason. There is no set ratio between the grades in a mix, due to the nature of used clothing.

Grading variance. Grading is done by eye, so some variance is normal. Variance is measured by item count, per box: up to 10% of the items in a box may fall below the lowest grade named in its description. A box is only outside its grade if more than 10% of its items are below the lowest grade named in its description. For a mixed box, the lowest grade named is the lower of the two (for example, the lowest grade in a Grade A/B box is Grade B). An item is below Grade C only if it cannot reasonably be sold on.

3. Condition

Everything sold by Combine is used, secondhand stock, not retail condition. It is priced accordingly. Before reselling, expect to wash every item. Across any box you should expect some stains, minor holes and the occasional repair. On rare occasions a piece cannot be sold on; these unsaleable pieces count towards the 10% variance.

Marks that remain after washing are within Grade B and below. If a box arrives contaminated, this is a valid claim under this policy. Contaminated means a live or active infestation (such as moths or other insects), or active mould, present on arrival. Old moth damage or holes are a grade matter, not contamination. We do not knowingly supply counterfeit goods; counterfeit claims are covered in section 5.

4. No change-of-mind returns

Because this is a trade sale of graded secondhand stock, we do not accept returns or give refunds for:

• Change of mind
• Not liking the style, the mix or individual pieces in a box
• Normal signs of used wear, or items within the grade and variance in section 2
• Shop-fit, branding or resale-price preferences
• Items that have been washed or otherwise treated (except counterfeit claims, see section 5)

You may cancel an order before it is dispatched, as set out in our Terms of Service. Once dispatched, an order cannot be cancelled. All sales are final unless there is a genuine, verified issue as set out below.

5. Raising a claim

If there is a genuine problem, raise a claim and we will assess it fairly under this policy. A claim is valid where:

• a box is outside its stated grade (see section 2),
• the wrong item was sent,
• a box contains fewer pieces than stated in the listing,
• the order did not arrive,
• the goods arrived contaminated, or
• an item is counterfeit.

"Wrong item sent" means you received a box of a different product, category or labelled grade from the one you ordered. A box of the correct product whose contents fall below its stated grade is a grade claim under section 2, not a wrong item.

You must raise a claim within the time limits in our Terms of Service (currently within 3 working days of the delivery date shown on tracking, for claims about the goods). Counterfeit claims have a longer window, set out below.

Claims must be raised before any item is washed or treated. "Treated" means washed, steamed, repaired, dyed or altered. Unpacking, sorting and photographing your order do not count as treating it, and you should inspect your order before washing.

A claim about the goods is valid only if it includes your order number and all of the following, all taken before washing:

• A photo of all the items laid out together
• Close-up photos of each item you are claiming for
• A photo of the box with its DPD label

We recommend photographing all items as you unpack every order, so this evidence exists if you later need to make a counterfeit claim.

For a non-delivery claim, send your order number and any details you have. Photos of the goods are not required.

Counterfeit claims. You may claim that an item is counterfeit within 30 days of the delivery date shown on tracking, whether or not it has been washed. The claim must include written confirmation from the brand owner, or from an authentication service we have approved, identifying the specific item. Removal of a listing by a resale platform is not enough on its own. The item must be one shown in the photos of your order taken on unpacking, and you must return it to us if we ask. We will assess the claim, and our reasonable decision on authenticity applies. Accepted counterfeit items are not returned to you.

Send claims to support@combinewholesale.com. We may require the affected item or box to be returned to us before we resolve a claim (see section 8).

6. How we assess claims

We assess claims reasonably and against this policy. If you disagree with our decision, you can ask us to review it by emailing us within 7 days of the decision, and we will look at it again.

7. Remedies

Where a claim is accepted:

• A box outside its stated grade: a refund for each item below the lowest grade named in its description, in excess of 10% of the pieces stated in the listing (rounded down), at the box price divided by the number of pieces stated in the listing. If you prefer, we will instead give store credit at 110% of that amount.
• Contaminated items, or an item that is counterfeit (see section 5): a refund of the box price divided by the number of pieces stated in the listing, for each affected item, or store credit at 110% if you prefer.
• Fewer pieces than stated: a refund of the box price divided by the number of pieces stated in the listing, for each missing piece.
• Wrong box sent, or a parcel not delivered or lost in transit: a refund of the price of the affected box or parcel, including the shipping paid for it, or a replacement, at our option.

All remedies are subject to the liability cap in our Terms of Service. Where a box is within its stated grade and the variance, no refund is due.

8. Returns we request

In the rare case we ask for an item or box to be returned before settling a claim:

• Use a fully tracked service. If a tracked return is lost in transit, we will assess your claim on the photos you provided.
• Keep the goods unwashed and unaltered until the claim is resolved.
• If your claim is upheld, we refund your reasonable return postage.

Unauthorised or altered returns will be refused.

9. Handling

If goods we have asked to be returned come back washed, altered or improperly packaged, we may apply a handling deduction of up to 15% of the price you paid for those goods. We may deduct this from any refund due to you.

10. Refund method

Refunds are made to the original payment method used at checkout. If that method is closed or no longer available, we will refund by bank transfer. Store credit, where offered, is valid for 6 months.

11. Contact

To raise a claim or ask a question, email support@combinewholesale.com. Our team is available Monday to Friday, 9am to 5pm UK time, and aims to respond within 24 hours.