Refund policy
Last updated: 7 October 2026
This page explains how to send socks back and how refunds work. It goes with our Terms of sale. Nothing here affects your legal rights.
Faulty, damaged or not what you ordered
If your socks arrive damaged, turn out to be faulty, or aren't what you ordered, email returns@layersactive.com with your order number. A photo helps.
Under the Consumer Rights Act 2015:
- Up to 30 days after delivery, you can reject them and get a full refund.
- After 30 days, or if you prefer, we will replace them. If the replacement is also faulty, or we can't replace them within a reasonable time, you can have a refund or a price reduction instead.
- Within six months of delivery, a fault is presumed to have been there when the socks arrived, unless we can show otherwise. After six months, you may need to show that it was.
- You can make a claim for up to six years after delivery in England, Wales and Northern Ireland, or five years in Scotland.
For faulty items, we email you a free returns label and send any replacement free. Once we agree you are due a refund, we pay it within 14 days, to the payment method you used.
The grip wears with use and washing, like the tread on a shoe. That is normal wear, not a fault. If the grip peels or lifts, or a seam comes apart, sooner than you would reasonably expect, please get in touch.
Changing your mind: your legal right to cancel
You can cancel your order for any reason within 14 days, starting the day after it is delivered to you, or to someone you have named. If it arrives in more than one parcel, the 14 days start the day after the last one arrives. You can also cancel before your order arrives.
- How to cancel: email returns@layersactive.com with your order number, or use the form at the end of our Terms of sale. Send your message before the 14 days are up.
- Sending the socks back: we will email you a returns label. Post the socks within 14 days of telling us you are cancelling. The cost of the label is set out below.
- Your refund: we refund what you paid for the pairs you return, worked out as below if you keep some pairs from a pair price. If you return your whole order, we also refund the delivery charge, up to the cost of our standard delivery.
- When: within 14 days of receiving the socks back, or of you showing us proof that you have sent them, whichever is sooner. We refund to the payment method you used, with no fee.
- Worn or washed socks: please send pairs back unworn, in their paper band. For hygiene, we can't sell socks again once they have been worn or washed, so we may reduce your refund if the socks have lost value because they have been handled more than you could in a shop. For a worn or washed pair this can be up to its full price.
Returning some of your pairs
Our pair prices (£14 a pair for three or more, £12.50 a pair for six or more) are applied automatically at checkout, and they're for the pairs you keep. If you send some pairs back, we work out what the pairs you keep would have cost if you had ordered only those, at the pair price for that number of pairs and with any discount code you used. We refund the rest of what you paid for your pairs, less the £2.99 returns label if you use ours.
| You ordered | You send back | The pairs you keep cost | Your refund |
|---|---|---|---|
| 3 pairs for £42 | 1 pair | 2 pairs at £16 = £32 | £10, less £2.99 label = £7.01 |
| 6 pairs for £75 | 3 pairs | 3 pairs for £42 | £33, less £2.99 label = £30.01 |
Exchanging for a different design
Want a different design or colour? We exchange unworn pairs for free.
- Within 14 days of delivery, email returns@layersactive.com with your order number, the pairs you're sending back and the pairs you'd like instead.
- We email you a free returns label. Send the pairs back unworn, in their paper band.
- When they arrive, we post your new pairs to you, free.
One exchange per order. You keep the same number of pairs, so your pair price stays the same. If the pair you want is out of stock, we'll suggest another, or refund you in full for the pairs you sent back, with nothing taken off for the label.
Return postage
Returns come back to us with a prepaid label that we email you.
- Changed your mind: £2.99 is taken off your refund to cover the label.
- Exchanges: the label is free.
- Faulty, damaged or not what you ordered: the label is free and nothing is taken off.
Free delivery doesn't include returns. If your order came with free delivery, the £2.99 returns label still comes off your refund when you change your mind.
If you would rather use your own postage, tell us and we will send you the address instead. You pay that postage, and nothing is taken off your refund.
We don't accept change-of-mind returns after the 14-day cancellation period.
How to send something back
- Email returns@layersactive.com with your order number and the pairs you are returning.
- We will email you a prepaid returns label.
- Pack the pairs in their band, pack them securely and stick the label on. Keep your proof of postage until your refund arrives.
Cancelling before dispatch
If your order hasn't been dispatched yet, email returns@layersactive.com and we will cancel it and refund you in full, including delivery.
Questions
Email hello@layersactive.com, or write to Layers Active Ltd, 20 Percy Street, London W1T 1DZ, United Kingdom.
This is our registered office, for letters only. Please don't send returns there: use the label we email you.