Returns and Refunds
7.Cancellations, Returns and Refunds Policy
7.1 If you are not completely satisfied with your purchase or the Products are not delivered in perfect condition, please return them with proof of purchase within 14 days of receipt and we will arrange subject to availability for an exchange or a refund. Unfortunately, we regret that we are unable to offer an exchange or refunds on personalised items. This policy does not affect your statutory rights.
7.2 In addition to our 14-day returns policy, you may cancel the contract within a period of 7 working days, beginning with the day after the day on which the item is delivered. This applies to all of our Products except personalised Products.
7.3 If you return a Product to us:
(a) because you have cancelled the Contract between us within the seven-day cooling-off period (see clause 7.2 above), we will process the refund due to you as soon as possible and, in any case, within 30 days of the day on which you gave us notice of cancellation. In this case, we will refund the value of the returned Product, excluding the shipping costs and import duties and taxes that may be charged by Customs, which are levied once the package reaches your country.
(b) Upon exercising the right of cancellation, Pellaio shall reimburse the full price of the Products, excluding the shipping costs and import duties and taxes that may be charged by Customs, which are levied once the package reaches your country. provided that they are returned by the Customer unworn, unused and undamaged, accompanied by the relevant original invoice and the original Pellaio packaging. Pellaio shall only accept returns of Products that have been delivered with and in full compliance with our return policy (see clause 7.6 below).
(c) for any other reason (for instance, because you have notified us in accordance with clause 17 that you do not agree to a change in these terms and conditions or in any of our policies, or because you consider that the Product is defective), we will examine the returned Product and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund. We will refund the price of a defective Product in full, and any applicable delivery charges.
7.4 We will refund any money received from you using the same method originally used by you to pay for your purchase.
7.5 No refund or exchange will be offered on Products that you return to us incomplete, damaged or soiled.
7.6 When returning goods on which you have received a discount or special offer, that discount/offer will no longer apply if you fall below the discount/offer threshold and the refund will be adjusted accordingly. Additionally, any free promotional gift issued with an order must also be returned if you are returning those goods.
How to Return an Item:
- Request a returns authorisation by contacting firstname.lastname@example.org . Clearly state your original order reference number, your full name and the reason for the return on your email.
- You will receive an email from us containing your returns instructions, our warehouse address and a return authorisation number. Place the returns authorisation form in the box so we can process it quickly.
- Carefully pack your item(s) in the original packaging. Ship your parcel to us via a secure courier who can trace and insure your item(s) for loss in transit (i.e. via Royal Mail Special Delivery). When you have shipped it, please email us at email@example.com to confirm the shipping reference so we can track it.
Please note that you are responsible for returning the item(s) to us and you will need to pay for postage. If we have sent the item to you in error, we will refund your postage charges. We strongly recommend you obtain proof of posting and keep it safe.
7.7 Calculation of refunds
- Items returned because they are faulty or incorrect
If you are returning an item because it is faulty or because of an error on our part, we will refund the price paid for the goods, the delivery charges incurred in sending the item to you and pay your costs of returning it to us. We check all items returned as faulty. In the event we find no fault, we reserve the right to re-charge you for the item(s) and to recover our fees and expenses from you.
- Items returned within the 14-day period
Where you are cancelling your purchase within the 14-day period, and there has been no error on our part, we will refund the price paid for the goods to you. We check all items returned during the 14-day cooling-off period. In the event we find that the goods are not in their original condition or worn, we reserve the right to re-charge you for the item(s) and to recover our fees and expenses from you.
7.8 Delivery and returns Guide
Proof of postage must be obtained, as without proof no claim can be made for items lost or damage in transit.
All Returns should be accompanied by a proof of purchase, e.g. your packing slip or printout details of your order if no packing note was enclosed or invoice. It is the customer’s responsibility to make sure the item(s) arrive with us and safely and in saleable state. Customers must also pay the cost of returning the item(s) to us. If any parcels are lost, stolen or damaged in transit when returned, it is the customer’s responsibility to claim from the relevant carrier company for their loss.