Refund policy
RETURNS & REFUNDS
MADE TO ORDER. MADE WITH PURPOSE.
At CM Power Labs, much of our apparel is produced to order rather than mass-produced and held in large quantities.
This approach allows us to produce according to genuine demand, helping us minimise unnecessary stock, reduce overproduction and avoid creating garments simply to sit in a warehouse or potentially go to waste.
Because many products enter production specifically in response to an order, we encourage you to check the product description and size guide carefully before ordering.
Nothing in this policy affects your statutory rights.
CHANGING OR CANCELLING AN ORDER
If you need to change your size, colour, delivery details or cancel an order, please contact CM Power Labs as soon as possible.
Because made-to-order products can enter production quickly, we cannot guarantee that an order can be amended once production has started.
Where you have a statutory right to cancel your order, entering production does not remove that right unless a legal exception to the cancellation right applies.
Products made specifically to your individual specifications or clearly personalised may be exempt from the statutory right to cancel. This does not affect your rights where an item is faulty, damaged, incorrectly supplied or not as described.
CHANGE-OF-MIND RETURNS
For products covered by the statutory right to cancel, you have 14 days from the day you receive your goods to tell us that you wish to cancel.
After notifying us, you then have a further 14 days to return the goods.
Please contact CM Power Labs before returning anything so that we can provide the appropriate return instructions.
Unless the item is faulty, damaged, incorrectly supplied or otherwise not in conformity with your statutory rights, the customer is responsible for the direct cost of returning the item.
We strongly recommend obtaining proof of postage. CM Power Labs cannot accept responsibility for a return until it has been received.
Returned items should be kept in a condition consistent with reasonable inspection of the product. Please do not wear the garment beyond what is reasonably necessary to establish its nature, characteristics and fit, wash it, train in it, mark it, alter it or otherwise use it.
Where handling goes beyond what would reasonably be permitted when examining an item in a shop and results in a loss of value, we reserve the right to make any deduction from the refund that is permitted by law.
Any original standard delivery charge will be refunded where required by law. Additional delivery costs resulting from choosing an enhanced or premium delivery method instead of our standard delivery option are not refundable except where required by law.
SIZE CHANGES
Because our apparel is predominantly produced to order, we ask customers to check the size guide provided on the relevant product page carefully before purchasing.
Not sure which size to order? We’re happy to help before you buy. Contact us at support@cmpowerlabs.com with the product you’re interested in and any sizing questions, and we’ll help you choose the most appropriate size based on the information available.
If you have ordered the wrong size, contact us as soon as possible.
Where your statutory cancellation rights apply, you may return the unwanted item in accordance with the change-of-mind procedure above and place a new order for the required size.
We do not guarantee direct one-for-one size exchanges because replacement garments may need to be manufactured as a new made-to-order item.
This does not affect your rights where the garment supplied is the wrong size, has been incorrectly labelled, materially fails to correspond with its description or size information, or is otherwise faulty.
FAULTY, DAMAGED, MISPRINTED OR INCORRECT ITEMS
Every CM Power Labs order should arrive as intended.
If an item arrives damaged, defective, incorrectly printed, incorrectly supplied or develops a manufacturing fault, please contact us as soon as reasonably possible.
To allow us to identify and assess the problem quickly, we will normally ask you to provide:
- your order number;
- a description of the problem;
- clear photographs showing the complete item and the fault or damage;
- photographs of the size label, packaging or delivery packaging where relevant; and
- where photographs cannot adequately demonstrate the issue, a short video showing the problem.
For a suspected sizing/manufacturing discrepancy, we may ask for photographs of the garment laid flat alongside a measuring tape so that its measurements can be checked against the applicable product specifications.
This evidence helps us establish what has happened and raise a quality claim with the manufacturer where appropriate.
Do not return a faulty or damaged item unless CM Power Labs asks you to do so.
Our production partners can often investigate manufacturing and print faults using photographic or video evidence, meaning an unnecessary return can frequently be avoided.
Where a fault is confirmed, we will provide the remedy to which you are entitled under applicable consumer law. Depending on the circumstances, this may include replacement, repair, refund or another appropriate remedy.
Where we require a faulty or non-conforming product to be returned, CM Power Labs will bear the necessary return cost where required by law.
Requesting reasonable evidence to investigate a reported problem does not limit your statutory rights.
REPORTING PROBLEMS PROMPTLY
Please inspect your order when it arrives and tell us about any visible damage, incorrect item, printing problem or other apparent issue as soon as reasonably possible.
Reporting an issue promptly gives us the best opportunity to investigate it with our production and delivery partners.
Some of our production partners operate shorter internal reporting windows for manufacturing claims. We therefore appreciate customers contacting us promptly.
However, any supplier reporting deadline is an internal matter between CM Power Labs and its supplier and does not reduce or replace your statutory consumer rights against CM Power Labs.
NORMAL PRODUCT & PRINT VARIATION
Our garments are produced and decorated individually. Minor variations can therefore occur between products and production runs.
Small variations in colour, print position, print dimensions, garment measurements or appearance that fall within reasonable manufacturing tolerances are not necessarily manufacturing faults.
Product images and mock-ups are intended to represent the finished product as accurately as reasonably possible. Screen settings and the characteristics of individual garments and printing processes can result in minor differences.
This does not affect your rights where a product is faulty, materially different from its description or otherwise fails to conform to the contract.
DAMAGE CAUSED AFTER DELIVERY
We cannot accept responsibility for damage resulting from normal wear and tear, accidental damage, misuse, improper storage, alterations or failure to follow the garment’s care instructions where the problem is not attributable to a defect existing at the relevant time.
This does not affect any rights you may have in relation to an underlying manufacturing defect.
PERSONALISED OR CUSTOMER-SPECIFIED PRODUCTS
Where we offer a product that is genuinely made to your individual specifications or clearly personalised for you, the statutory change-of-mind cancellation right may not apply.
This exception does not apply merely because CM Power Labs normally manufactures products after an order is received.
Personalised or customer-specified products remain covered by your statutory rights where they are faulty, damaged, incorrectly supplied or not as described.
REFUNDS
Where a refund is due, it will be issued to the original payment method in accordance with applicable consumer law.
The time taken for the funds to appear after we issue the refund can vary depending on your bank or payment provider.
RETURN ADDRESS
Please do not send products directly to one of our manufacturing partners.
All returns must first be authorised through CM Power Labs. We will provide the appropriate return instructions and return address for your order.
Items returned directly to a production partner without our instructions may not be identifiable as a CM Power Labs customer return and could delay resolution.
YOUR STATUTORY RIGHTS
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace any rights or remedies available to you under applicable consumer law, including the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If any part of this policy conflicts with rights that cannot lawfully be excluded or restricted, your statutory rights will apply.
HOLD FAST.
CM POWER LABS