Returns policy

We want you to be happy with your purchase. If something is not right, we are here to help. This page explains when and how you can return an item, and how refunds and exchanges are handled.

Your right to cancel

For most goods bought online, you may cancel your order within 14 days of receiving it, without giving a reason. To do so, please let us know before the 14 days are up. You then have a further 14 days to return the goods to us.

Condition of returned goods

To be eligible for a refund, items should be returned:

• unused, unworn and unwashed;
• in their original condition, with any tags or seals still attached;
• in their original packaging where possible; and
• with proof of purchase, such as your order number or confirmation email.

We may reduce your refund to reflect any loss in value if items have been handled more than was necessary to check them.

How to return an item

• Contact us using the details on our contact page, quoting your order number, before sending anything back.
• We will confirm the return address and any reference you should include.
• Package the goods securely so they are not damaged in transit.
• We recommend using a tracked or signed-for service and keeping your proof of postage, as we cannot be responsible for items lost on their way back to us.

Refunds

Once we receive your return and confirm it meets the conditions above, we will process your refund to the original payment method — whether paid online through IODM's payment platform or by bank transfer. Please allow a short processing period for the refund to appear, depending on your card provider or bank.

Delivery charges

Where a delivery charge was paid, we will refund the standard delivery cost when you return a complete order within the cancellation period. The cost of returning goods to us is your responsibility unless the item is faulty or was sent in error.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged or is not what you ordered, please contact us as soon as possible. We will arrange a replacement, repair or refund, including any delivery costs, at no charge to you.

Exchanges

If you would like a different size, colour or item of the same value, contact us and we will do our best to arrange an exchange, subject to availability. Any price difference will be settled at the time of exchange.

Items that cannot be returned

Some products are not eligible for return on grounds of hygiene, personalisation or their nature. These typically include:

• personalised or made-to-order goods;
• items sealed for hygiene reasons once unsealed;
• perishable goods; and
• digital downloads once accessed.

Bookings for events, conferences and short courses are subject to their own cancellation terms, shown at the time of booking and in our terms and conditions.