Terms & Conditions

Terms & Conditions

This website is operated by P&A Ventures London LTD (company number: 16180015), trading as reasn. Throughout the site, the terms "we", "us" and "our" refer to reasn. P&A Ventures London LTD offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.

By visiting our site and/or purchasing something from us, you engage in our "Service" and agree to be bound by the following terms and conditions ("Terms of Service", "Terms"), including those additional terms and policies referenced herein and/or available by hyperlink. These terms apply to all users of the site.

Where to find information about us and our products

You can find everything you need to know about us, P&A Ventures London LTD, and our products on our website before you order. We also confirm the key information to you in writing after you order, either by email or in your online account.

We only accept orders when we've checked them

We will contact you to acknowledge that we've received your order and to confirm that we have accepted it.

Sometimes we reject orders

Sometimes we reject orders, for example, because:

  • a product is unexpectedly out of stock or unavailable;
  • your order is flagged as unusual or susceptible to fraud using our security software;
  • we believe (at our sole discretion) that you are reselling our products without written approval;
  • your billing information is incorrect or unverified;
  • the product was subject to an obvious pricing error; or
  • due to any other errors or mistakes in our website information.

When we reject an order, we let you know as soon as possible and refund any sums you have paid.

We charge you when you order

You will own your product once we have received payment in full.

We pass on some increases in VAT

If the VAT rate changes between your order date and delivery date, we adjust the rate you pay, unless you've already paid in full before the VAT change takes effect.

We're not responsible for delays outside our control

If delivery is delayed due to an event outside our control, we will contact you as soon as possible and do what we can to reduce the delay. If the delay is substantial, you may contact our customer service team to cancel the order and receive a refund for products you have paid for but not received.

Products can vary slightly from their pictures

A product's actual colour may not exactly match that shown on your screen, and packaging may differ.

Our promotional discounts

Reasn discount codes entitle you to an offer on your online order. To redeem your offer, enter your unique code at checkout before payment. Discount codes:

  • Are valid only on reasn.com;
  • Can be used once per transaction;
  • Cannot be combined with other offers;
  • Are non-transferable and not valid on gift cards.

When discount codes may not apply

Discount codes may not apply if:

  • The code has already been used;
  • Another discount is already applied to your order;
  • The code has expired;
  • The order hasn't met the minimum spend threshold.

Your Legal Rights

Your right to change your mind (14-day cooling-off period)

You have a legal right to cancel your order within 14 days and receive a refund, subject to the terms below.

The deadline to change your mind: You must notify us no later than 14 days after delivery. If delivered in multiple parts, the 14 days starts after the final delivery. Once you have requested a return, you then have 14 days to ensure the items arrive back to our warehouse.

How to tell us: To cancel, contact our customer service team or complete the model cancellation form at the end of these terms and send it to our returns address.

When you can't change your mind: You cannot cancel an order for:

  • Products that are sealed for hygiene protection (e.g. individually wrapped underwear or swimwear), once you have broken the seal or removed the hygiene sticker;
  • Goods that become mixed inseparably with others after delivery.

Return costs and process

Returns must be requested within 14 days of your delivery date (unless extended during specific periods). You can:

  • Submit your return via our returns portal; or
  • Post the items using an established delivery service to our return address (to be confirmed).

You must keep proof of postage. If you don't and we don't receive the items, we cannot refund you.

We only refund standard delivery costs: Express or time-specific delivery charges are non-refundable.

You're responsible for sending back the correct item: We're not responsible for incorrect or accidental returns. If we can locate the item and you want it back, you may need to cover return postage.

Refund reductions for excessive handling

You have the right to examine goods as you would in a shop. We may reduce your refund only if the goods have been handled or used beyond what was necessary to establish their nature, characteristics and functioning. For example:

  • Trying on clothes at home with hygiene strips intact, original tags attached = fine, full refund
  • Wearing items outside, washing them, removing tags, or using them beyond a home try-on = may affect the refund amount

If items are returned without original tags, in a worn or washed condition, altered in any way, not in "as new" condition, or with missing accessories or packaging, we may reduce the refund or, in some cases, issue no refund. Contact Customer Services if you're unsure.

When and how we refund

We aim to refund you within 10 working days of receiving your return (or evidence of return). Refunds will be issued to the original payment method. There will be a £2.99 processing fee per order.

Your rights if something is wrong with your product

Your goods must be as described, fit for purpose, and of satisfactory quality.

Under the Consumer Rights Act 2015, if something is wrong with your product:

Within the first 30 days after delivery: You have the right to reject the item and receive a full refund if it is faulty, not as described, or not fit for purpose.

Between 30 days and 6 months after delivery: We can offer a repair or replacement first. If we cannot repair or replace the item, or if a repair or replacement fails or takes too long, you are entitled to a full or partial refund.

Within 6 months of delivery: If your item develops a fault, we'll assume it was faulty when it arrived unless we can prove otherwise. You do not need to prove the fault existed at delivery.

Between 6 months and 6 years after delivery (5 years in Scotland): You may still be entitled to a repair, replacement, or partial refund if you can demonstrate that the fault was present at the time of delivery or was caused by a defect in materials or workmanship.

How to report a fault: If you believe a product is faulty, contact our Customer Services team as soon as possible. We may request evidence such as photos or a description of the issue.

Liability and What We're Responsible For

Nothing in these terms affects your legal rights

We do not exclude or limit our liability for:

  • Death or personal injury caused by our negligence;
  • Fraud or fraudulent misrepresentation;
  • Breach of your statutory rights under the Consumer Rights Act 2015 (including the requirement that goods are of satisfactory quality, fit for purpose, and as described);
  • Any other liability that cannot legally be excluded or limited.

Losses we are not responsible for

Subject to the above, we are not liable for losses that are:

  • Not foreseeable to both you and us when the contract was made;
  • Caused by events outside our control (such as strikes, natural disasters, or panelics);
  • Due to your failure to follow our instructions (e.g. care instructions);
  • Related to business use of products purchased for personal use.

Other Important Information

Changes to products and terms

We may change a product or these terms:

  • To reflect legal or regulatory updates;
  • To make technical adjustments that do not affect your use of the product;
  • To clarify the language used.

For material changes that may disadvantage you, we will notify you in writing and allow you to cancel any affected order.

We may end our contract with you

We may cancel your order if:

  • A product is withdrawn or recalled for safety or legal reasons;
  • You fail to provide necessary delivery or billing information within a reasonable time.

If we cancel, we will refund any payment you have made.

How we use your personal data

Please refer to our Privacy Policy for full details on how we collect, use, and protect your personal information.

Disputes and governing law

These terms are governed by English law. You can bring legal proceedings in respect of these terms in the English courts or, if you live in Scotland or Northern Ireland, in the courts of your home country.

Other important terms

  • We may transfer this agreement to another organisation, but this will not affect your rights. You'll be notified if this happens.
  • You need our written consent to transfer your rights or obligations under this contract to another person.
  • These terms are between you and us. No other person has any rights to enforce them.
  • If a court finds any part of this contract illegal or unenforceable, the rest will continue to apply.
  • Even if we delay in enforcing this contract, we can still enforce it later.