Refund and Returns Policy

1. OVERVIEW

Our refund and returns policy lasts 30 days from the date of delivery. If 30 days have passed since your purchase, we cannot offer you a full refund or exchange.

We are committed to ensuring customer satisfaction. If you are not entirely satisfied with your purchase, we’re here to help.

2. ELIGIBILITY FOR RETURNS

⚠️ IMPORTANT: CLEARANCE ITEMS EXCEPTION

┌─────────────────────────────────────────────────────────┐ │ 🏷️ CLEARANCE ITEMS HAVE DIFFERENT RETURN TERMS │ │ │ │ Return Window: 14 DAYS (not 30 days) │ │ Warranty Coverage: 3 MONTHS for manufacturing defects │ │ │ │ All other items: Standard 30-day return policy │ └─────────────────────────────────────────────────────────┘

Clearance items are clearly marked on product pages with:

“CLEARANCE SALE” badge
Discounted price (typically 50-70% off)
“14-day return window” notice

Why different terms?

Heavily discounted (50-70% off retail)
Limited stock/end-of-line items
Enables us to offer exceptional value

Your protection:

Manufacturing defects: Full 3-month warranty
Damaged on arrival: Standard policy applies
Not as described: Standard policy applies

Requirements

To be eligible for a return, your item must:

Be unused and in the same condition that you received it
Be in the original packaging
Be accompanied by a receipt or proof of purchase
Be returned within 30 days of delivery (14 days for clearance items)

How to Initiate a Return

Contact us at [email protected] with your order number
Provide reason for return and photographs if item is damaged or defective
Wait for return authorisation and instructions
Pack the item securely in its original packaging
Ship the item to our returns address

Important: Please do not send your purchase back to the manufacturer.

3. NON-RETURNABLE ITEMS

The following types of goods are exempt from being returned:

Health and Safety Items

Intimate or sanitary goods
Hazardous materials
Flammable liquids or gases
Some health and personal care items

Digital and Intangible Products

Gift cards
Downloadable software products
Digital content that has been accessed or downloaded

Customised Items

Personalised or made-to-order products
Custom-engraved items

If you have questions about whether your item is returnable, please contact us at [email protected].

4. PARTIAL REFUNDS

Partial refunds may be granted in certain situations:

Item not in its original condition, damaged, or missing parts (not due to our error)
Item returned more than 30 days after delivery (or 14 days for clearance)
Items showing signs of use or wear beyond inspection
Items returned without original packaging (unless packaging was damaged on arrival)

The amount will be determined based on the item’s condition and communicated via email.

Items Damaged After Delivery

Customer-Caused Damage:

Damage from misuse, accident, or negligence after delivery
Partial refund possible (typically 20-50% of purchase price)
May be declined if damage is severe

Manufacturing Defects During Use:

Item develops defect during normal use within 30-day period (or 14-day for clearance)
Full refund or replacement provided
Contact us immediately with photos and description

Warranty vs Returns: For defects discovered AFTER 30 days (or 14 days for clearance), refer to our Warranty Policy.

5. REFUND PROCESS

Processing Your Refund

Once we receive and inspect your return:

Confirmation email within 2-3 business days
Inspect item to verify it meets return criteria
Notify you of approval or rejection via email
Process approved refunds per timeline below

Refund Method

Refunds are applied to:

Your original payment method (credit/debit card, PayPal, etc.)
Gift certificate (for items purchased as gifts)

Refund Timeframe

Stage	Timeframe	Details
Return shipped	Day 0	You ship item back to us
Transit time	5-8 business days	Package traveling to us
We receive & inspect	2-3 business days	Verify condition
Refund initiated	3-5 business days	We process refund
Bank processing	5-10 business days	Your bank processes
Refund appears	Day 15-24	Money in your account

Total Estimated Time: 15-24 business days from when you ship the return

Note: Most refunds complete within 18-22 business days.

6. LATE OR MISSING REFUNDS

If you have not received your refund after the expected timeframe:

Check your bank account again
Contact your credit card company
Contact your bank
Contact us at [email protected]

We will investigate and provide an update within 2-3 business days.

7. SALE ITEMS AND PROMOTIONS

Both regular-priced and sale items may be refunded, provided they meet return criteria.

Promotional Items: Items purchased with discount codes are eligible for return. Refund reflects actual amount paid after discounts.

Final Sale Items: Items marked “Final Sale” or “Non-Returnable” are not eligible unless defective or damaged upon arrival.

Bundle Packs

Entire bundle returnable if unopened and unused
Individual items cannot be returned separately unless bundle is defective
Defective item in bundle: We replace item or offer partial refund

Special Promotional Periods

Black Friday / Cyber Monday / Christmas Sales: Standard 30-day return policy applies (14 days for clearance) unless explicitly stated otherwise at purchase.

Extended Holiday Return Period

For purchases made between 1st November and 31st December:

Standard Policy: 30 days from delivery date (14 days for clearance items)

Holiday Extension: Items delivered between 1st November and 31st December can be returned until 31st January of the following year OR 30 days from delivery (14 days for clearance), WHICHEVER IS LONGER.

How It Works

The holiday extension automatically applies to the delivery date, not purchase date:

Delivery Date	Standard Return By	Holiday Extension Return By	You Get (Longest)
5 Nov 2024	5 Dec 2024 (30 days)	31 Jan 2025	31 Jan 2025 ✓ (87 days)
20 Nov 2024	20 Dec 2024 (30 days)	31 Jan 2025	31 Jan 2025 ✓ (72 days)
10 Dec 2024	9 Jan 2025 (30 days)	31 Jan 2025	31 Jan 2025 ✓ (52 days)
20 Dec 2024	19 Jan 2025 (30 days)	31 Jan 2025	31 Jan 2025 ✓ (42 days)
28 Dec 2024	27 Jan 2025 (30 days)	31 Jan 2025	31 Jan 2025 ✓ (34 days)
30 Dec 2024	29 Jan 2025 (30 days)	31 Jan 2025	31 Jan 2025 ✓ (32 days)
31 Dec 2024	30 Jan 2025 (30 days)	31 Jan 2025	31 Jan 2025 ✓ (31 days)
2 Jan 2025	1 Feb 2025 (30 days)	N/A (outside window)	1 Feb 2025 ✓ (30 days)

Key Point: You ALWAYS get at least 30 days (or 14 days for clearance), and often much longer during the holiday season.

Why This Extension?

Holiday Shopping Made Easy:

Buy gifts early without worrying about return deadlines
Recipients have time to try items after Christmas
Avoid rush to return unwanted gifts
More flexibility for holiday purchases

Applies To:

✓ All regular-priced items
✓ Sale items
✓ Pre-orders delivered during period
⚠️ Clearance items: 14-day window still applies (but can return until 31 Jan if delivered in Nov-Dec)

Example Scenarios

Scenario 1: Early Holiday Shopping

Purchase: 1 November 2024
Delivery: 8 November 2024
Standard return deadline: 8 December 2024 (30 days)
Holiday extension: 31 January 2025 (84 days total!)

Scenario 2: Christmas Gift

Purchase: 15 December 2024
Delivery: 22 December 2024
Standard return deadline: 21 January 2025 (30 days)
Holiday extension: 31 January 2025 (40 days total)

Scenario 3: Late December Purchase

Purchase: 28 December 2024
Delivery: 31 December 2024
Standard return deadline: 30 January 2025 (30 days)
Holiday extension: 31 January 2025 (31 days – just 1 day extra, but still protected!)

Scenario 4: After Holiday Window

Purchase: 2 January 2025
Delivery: 5 January 2025
Standard return deadline: 4 February 2025 (30 days)
Holiday extension: N/A (delivered after 31 Dec)
Standard 30-day policy applies

Scenario 5: Clearance Item During Holidays

Purchase: 15 December 2024 (clearance item)
Delivery: 20 December 2024
Standard return deadline: 3 January 2025 (14 days)
Holiday extension: 31 January 2025 (42 days – holiday extension applies!)

Checking Your Return Deadline

In Your Order Confirmation Email:

Return deadline clearly stated
Automatic calculation based on delivery date
Holiday extension applied if applicable

In Your Account:

Log in at www.piegin.co.uk
View order details
Return deadline displayed

Contact Us:

Email [email protected] with order number
We’ll confirm your exact return deadline

Return Period Hierarchy

The LONGEST return period always applies:

Item Type	Standard Period	Holiday Period (1 Nov – 31 Dec)	Warranty Coverage
Standard Items	30 days	Until 31 January	12 months
Sale Items	30 days	Until 31 January	12 months
Clearance Items	14 days	Until 31 January	3 months
“Final Sale” Items	0 days	0 days (except defects)	3 months for defects only

Note: Clearance items have 14-day return window but 3 months warranty coverage for manufacturing defects. See Warranty Policy.

Clearance Sales

14-day return window (stated on product page)
Must be in perfect, resaleable condition
Holiday extension applies (can return until 31 Jan if delivered Nov-Dec)
Warranty coverage for defects: 3 months

Pre-Order Promotions

Cancel for full refund anytime before shipping
Once shipped, standard return policy applies (30 days or 14 days for clearance)

8. EXCHANGES

We only replace items if they are:

Defective or damaged upon arrival
Incorrect item sent due to our error
Different from what was described on our website

Exchange Process

Email [email protected] with:
- Order number
- Description of issue
- Photographs of defective or damaged item
Wait for exchange instructions
Send item to returns address
We send replacement once received and inspected

Exchange Timeframe: 10-15 business days plus shipping time

Size or Colour Exchanges: Return original for refund and place new order.

9. GIFTS

Items Marked as Gifts

If item was marked as gift and shipped directly to you:

You’ll receive gift credit for value of return
Gift certificate emailed once return received
Can be used for future purchases

Items Not Marked as Gifts

Refund sent to original purchaser (gift giver)
Gift giver notified about return

Gift Certificates – Expiration Policy

Type	Expiration	Details
Purchased gift cards	✓ Never expires	Valid indefinitely
Gift return certificates	✓ Never expires	Issued when returning gifts
Compensation credits	✓ Never expires	Issued for service issues
Promotional credits	Check email	Usually 12 months

All Gift Certificates:

✓ Partial use allowed
✓ Are cumulative
✓ Can combine with promo codes (unless stated otherwise)
✗ Cannot be exchanged for cash
✗ Cannot be transferred
✗ Cannot be replaced if lost/stolen

Check Balance: Log into your account at www.piegin.co.uk

10. RESTOCKING FEES EXPLAINED

No Fees for Standard Returns

┌─────────────────────────────────────────────────────────┐ │ ✓ MOST RETURNS: £0 RESTOCKING FEE │ │ │ │ NO CHARGE FOR: │ │ • Standard returns (change of mind) │ │ • Defective or damaged items │ │ • Wrong item sent (our error) │ │ • Item not as described │ │ • Any return within 30 days (14 days for clearance) │ └─────────────────────────────────────────────────────────┘

Our Commitment: We believe returns should be hassle-free. You only pay return shipping costs (typically £3.50-£5.00) for change-of-mind returns.

When Restocking Fees Apply

Restocking fees ONLY apply in specific circumstances related to delivery failures:

Situation	Fee	Why?
Refused delivery (no valid reason)	£15	Courier already paid, item returned to us
Uncollected parcel (not collected from depot)	£15	Storage fees + return shipping costs
Multiple failed delivery attempts (3+)	£10	Additional courier charges incurred
Wrong address provided (your error)	£20	Rerouting costs + admin time
Wrong address + reship required	£25	Double shipping + admin costs

Why These Fees Exist

Transparency: We want you to understand the real costs involved.

When you refuse delivery or don’t collect:

❌ We’ve already paid the courier for outbound delivery (£4-7)
❌ We pay again for return shipping (£4-7)
❌ Warehouse re-processing costs (£2-3)
❌ Admin time and customer service (£2-3)
Total cost to us: £12-20 per failed delivery

Fair pricing: Our fees cover actual costs, not profit.

How Restocking Fees Are Applied

Our Process:

Step 1 – Delivery Issue Occurs

Courier notifies us of refused/uncollected parcel
We receive item back at warehouse

Step 2 – We Contact You First (48-hour window)

Email sent explaining situation
No fee charged yet
Options provided:
- Arrange redelivery (fee may be waived if valid reason)
- Provide correct address (fee may apply)
- Full refund minus applicable fee

Step 3 – Fee Applied After Review

We review your response/situation
Valid reasons (wrong item, damaged, etc.): NO FEE
Customer error/no response: Fee applied
Transparent breakdown provided in email

Step 4 – Refund Processed

Refund = Product price – Applicable fee
Processed within 5-7 business days
Detailed invoice provided

How to Avoid Restocking Fees

✓ Provide accurate delivery address at checkout ✓ Be available during delivery window ✓ Check tracking and respond to courier notifications ✓ Collect parcels promptly from depot (within 7 days) ✓ Contact us immediately if any delivery issues arise ✓ Communicate valid reasons for refusal (damage, wrong item, etc.)

Valid Reasons for Refusal (No Fee)

We will NOT charge restocking fees if you refuse delivery because:

Item visibly damaged in transit
Wrong item delivered (our error)
Packaging obviously tampered with
Item significantly delayed (30+ days)
You cancelled before dispatch (but courier already shipped)

Always contact us: Email [email protected] immediately if refusing delivery for valid reasons.

Disputing a Restocking Fee

If you believe a restocking fee was incorrectly applied:

Contact us: [email protected] within 7 days
Provide evidence: Explanation + supporting docs (photos, tracking, etc.)
We review: Within 2-3 business days
Resolution: Fee refunded if incorrectly applied

Our Promise: We always review disputes fairly and in good faith.

11. SHIPPING RETURNS

Returns Address

Hall Vision LTD
275 New North Road
Islington #1913
London, N1 7AA
United Kingdom

Return Shipping Costs

Understanding Free Delivery:

We offer FREE standard delivery on all UK orders
You pay £0 for delivery when ordering
When refunded, you get 100% of product price back
No “shipping fee deduction” from refund

Exception – Express Delivery: If you selected paid express delivery:

Express fees are NON-refundable
Unless item is defective or we sent wrong item

Return Shipping (You shipping back to us):

Situation	Who Pays?
Defective/damaged item	✓ We pay (prepaid label)
Wrong item sent (our error)	✓ We pay (prepaid label)
Item not as described	✓ We pay (prepaid label)
Change of mind	✗ You pay (typically £3.50-£5.00)
Wrong size/colour ordered	✗ You pay (typically £3.50-£5.00)

Important: Return shipping costs you pay are NOT deducted from refund. You pay courier directly, we refund full product price separately.

Restocking Fees

See Section 10 above for complete details on restocking fees.

Return Shipping Recommendations

Use trackable shipping for items over £50
Consider insurance for valuable items
Keep tracking number until return processed
Allow 5-8 business days for UK shipping

Important: We cannot guarantee receipt of untracked returns.

12. DAMAGED OR DEFECTIVE ITEMS

If you receive damaged or defective item:

Immediate Action Required

Take photographs of damage/defect and packaging
Contact us within 48 hours at [email protected]
Provide order number and description
Wait for instructions – do not return until authorized

Our Response

We will:

Review claim within 1-2 business days
Provide prepaid return label if necessary
Offer replacement or full refund (including any express shipping costs you paid)
Process refund or send replacement within 5-7 business days

13. CANCELLATIONS

Before Dispatch

You may cancel before dispatch.

How to Cancel:

Contact us at [email protected] or +44 7830 742091
Provide order number
We check dispatch status and advise

Important: Payment is charged immediately, so cancellations result in refunds.

Cancellation Timeline:

When You Contact Us	Dispatch Status	Result	Refund Time
Day 0 (same day)	Not started	✓ Very likely to cancel	3-5 business days
Day 1 (next day)	Stock verification	✓ Likely to cancel	3-5 business days
Days 2-3	Processing	⚠️ Possibly	3-5 business days
Day 3-4	Near/at dispatch	⚠️ Maybe	3-5 business days
Day 4+	Dispatched	✗ Cannot cancel	Use return policy

Best Time: Day 0-1 for highest success rate.

After Dispatch

Once dispatched, you cannot cancel. Options:

Refuse Delivery: Restocking fee may apply (£15)
Accept & Return: No restocking fee (you pay return shipping: £3.50-£5.00)

Recommendation: Accept & Return is usually better (no restocking fee).

14. REFUND FOR SERVICES

If you purchased services (customisation, personalisation):

Generally non-refundable once work commenced
Contact [email protected] to discuss resolution options
Assessed case-by-case

15. FAULTY ITEMS AND YOUR LEGAL RIGHTS

UK Consumer Rights

Under the Consumer Rights Act 2015, you have legal rights if goods are:

Faulty or not as described
Not of satisfactory quality
Not fit for purpose

These rights are in addition to our 30-day returns policy (14 days for clearance).

Timeframes:

Period	Your Rights
First 30 days	Right to reject faulty goods for full refund
Up to 6 months	Right to repair or replacement (fault presumed)
Up to 6 years (England, Wales, Northern Ireland)<br>Up to 5 years (Scotland)	Right to claim for faulty goods (you must prove fault)

Our returns policy does not affect your statutory rights. For more information, visit Citizens Advice: https://www.citizensadvice.org.uk/consumer/

For warranty coverage beyond 30 days (or 14 days for clearance), see our Warranty Policy.

16. ALTERNATIVE DISPUTE RESOLUTION (ADR)

If not satisfied with how we handle your return or refund:

Citizens Advice Consumer Service

Website: https://www.citizensadvice.org.uk/consumer/
Phone: 0808 223 1133

Retail ADR (Retail Ombudsman)

Website: https://www.retailadr.org.uk/
Email: [email protected]

You retain the right to take legal action through UK courts.

17. CONTACT US

For questions related to refunds, returns, or exchanges:

Email: [email protected]
Phone: +44 7830 742091

Response Times:

Business days: Within 24-48 hours (Monday-Friday)
Weekends/UK bank holidays: Next business day
Peak periods (November-December): Within 48-72 hours
Urgent issues: Priority response within 12 hours (business days)

Business Hours: Monday to Friday, 9:00 AM to 6:00 PM (GMT/BST)
Closed: Weekends and UK bank holidays

Returns Address:
Hall Vision LTD
275 New North Road
Islington #1913
London, N1 7AA
United Kingdom

We strive to make the returns process as smooth as possible.

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