Refund and Returns Policy

1. OVERVIEW

Our refund and returns policy is valid for 30 days from the date of delivery. If 30 days have passed since delivery, we are unable to offer a full refund or exchange. We are committed to customer satisfaction and aim to provide a fair and transparent returns process. If you are not fully satisfied with your purchase, we are here to assist you.

2. ELIGIBILITY FOR RETURNS

Most items are eligible for return within thirty days of delivery, provided they are unused, in their original condition, and returned in the original packaging with proof of purchase. Clearance items are subject to different terms. These items are clearly identified on the product page as clearance sales and typically discounted between fifty and seventy percent. Due to their heavily reduced price and limited availability, clearance items have a fourteen-day return window instead of thirty days and include a three-month warranty for manufacturing defects.

Manufacturing defects, items damaged on arrival, or items not as described remain protected under standard consumer rights regardless of clearance status. To initiate a return, customers must contact [email protected] with their order number, provide the reason for return, and include photographs if the item is damaged or defective. Once authorized , we will send you instructions on how and where to send your parcel. Items returned without prior request for return will not be accepted. Items should not be returned to the manufacturer.

3. NON-RETURNABLE ITEMS

Certain products are not eligible for return. These include health and safety items, intimate or sanitary goods, hazardous or flammable materials, selected health and personal care products, digital or intangible goods such as gift cards and downloadable software, digital content that has been accessed, and personalized or made-to-order items. Customers unsure about eligibility should contact [email protected] before initiating a return.

4. PARTIAL REFUNDS

Partial refunds may be issued if an item is returned in a condition that does not meet full refund criteria. This includes items that are damaged, missing parts, show signs of use beyond inspection, are returned without original packaging, or are returned outside the applicable return window. The refund amount is determined based on the item’s condition and communicated by email.

If damage occurs after delivery due to misuse, accident, or negligence, a partial refund may be granted, typically between twenty and fifty percent of the purchase price, or refused if damage is severe. Manufacturing defects that develop during normal use within the applicable return period qualify for a full refund or replacement. Defects discovered after this period are covered under the applicable warranty policy.

5. REFUND PROCESS

Once a returned item is received and inspected, we will send a confirmation email within two to three business days. Approved refunds are processed according to the established timeline, with funds returned to the original payment method or issued as store credit when appropriate. The full refund process typically takes between 15 business days.

6. LATE OR MISSING REFUNDS

If a refund has not appeared within the expected timeframe, customers should first check their bank account, then contact their card issuer or bank. If the issue remains unresolved, customers may contact [email protected] We will investigate and provide an update within 2 to 3 business days.

7. SALE ITEMS AND PROMOTIONS

Sale items and items purchased with discount codes are eligible for return if they meet standard return criteria. Refunds reflect the actual amount paid after discounts. Items marked as final sale or non-returnable are not eligible for return unless defective or damaged on arrival.

Bundle purchases must be returned in full if unopened and unused. Individual items from bundles cannot be returned separately unless defective. During peak promotional periods such as Black Friday, Cyber Monday, and Christmas, the standard return policy applies unless explicitly stated otherwise.

For orders delivered between 1 November and 31 December, an extended holiday return period applies. Eligible items may be returned until 31 January of the following year or within the standard return window, whichever is longer. Clearance items retain their fourteen-day return window but may benefit from the holiday extension if delivered during this period.

8. EXCHANGES

Exchanges are only offered for items that arrive defective, damaged, incorrect, or not as described. Customers must contact [email protected] with their order number, a description of the issue, and supporting photographs. Once the returned item is received and inspected, a replacement will be shipped. Exchanges typically require 10 to 15 business days plus delivery time. For size or color changes, customers must return the original item for a refund and place a new order.

9. GIFTS

Items marked as gifts and shipped directly to the recipient are refunded as store credit once returned. Items not marked as gifts are refunded to the original purchaser. Gift cards, gift return certificates, and compensation credits do not expire, while promotional credits are subject to the expiry stated at issuance. Gift certificates cannot be exchanged for cash, transferred, or replaced if lost or stolen.

10. RESTOCKING FEES

Most standard returns do not incur a restocking fee. Restocking fees apply only in cases of delivery failure, such as refused delivery without valid reason, uncollected parcels, repeated failed delivery attempts, or incorrect addresses provided by the customer. Fees reflect actual courier, handling, and administrative costs and range from 10 to 25 pounds depending on the situation.

Before applying any fee, we contact the customer and offer resolution options. Fees are only applied after review and are clearly itemized in the refund confirmation. Customers may dispute restocking fees by contacting [email protected] within 7 days.

11. SHIPPING RETURNS

To make a return, you may contact us at the following address: [email protected] Standard UK delivery is free and non-deductible from refunds.

If your return is accepted, we will send you instructions on how and where to send your parcel. Items returned without prior request for return will not be accepted.

You can always contact us with any questions regarding returns at the following address: [email protected]

Return shipping costs are covered by Piegin for defective, damaged, or incorrect items. For change-of-mind returns or incorrect size or color selection, return shipping is the customer’s responsibility. Customers are advised to use tracked shipping for high-value items.

12. DAMAGED OR DEFECTIVE ITEMS

If an item arrives damaged or defective, customers must contact us within 48 hours of delivery with photographs and order details. Claims are reviewed within 1 to 2 business days. Approved cases receive a prepaid return label and either a replacement or a full refund, including any express delivery charges paid.

13. CANCELLATIONS

Orders may be cancelled before dispatch by contacting us with the order number. Payments are charged immediately, and approved cancellations are refunded within 3 to 5 business days. Once an order has been dispatched, cancellation is no longer possible, and the return policy applies.

14. REFUNDS FOR SERVICES

Services such as customization or personalization are generally non-refundable once work has begun. Any disputes are reviewed on a case-by-case basis.

15. FAULTY ITEMS AND YOUR LEGAL RIGHTS

Under the Consumer Rights Act 2015, customers have statutory rights if goods are faulty, not as described, or not fit for purpose. These rights exist in addition to our returns policy and are not affected by it. Information on statutory rights is available through Citizens Advice.

16. ALTERNATIVE DISPUTE RESOLUTION

If a dispute cannot be resolved directly, customers may contact Citizens Advice Consumer Service or Retail ADR. Customers retain the right to pursue legal action through UK courts.

17. CONTACT US

For all inquiries regarding returns, refunds, or exchanges, please contact [email protected] or call +44 7830 742091 Our business hours are Monday to Friday, from 9:00 AM to 6:00 PM (GMT+00:00). We are closed on weekends and UK bank holidays.

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