We appreciate that, even though it is our aim to provide full and accurate descriptions of all items sold through our on-line shop, sometimes when you receive an item it may not have been exactly what you were expecting or looking for.
As a result, we are happy to accept returns within 14 days of receipt of the item/s, as long as, they are unused and with their original packaging, as well as, where applicable, accompanied by any operating/construction instructions.
Once we have received the returned item/s, and are satisfied that they comply with the terms above, we will arrange to refund the full amount of the goods returned, and P&P where applicable, within 3 working days. (Please see our “Opening Hours” section contained within the FAQ’s page) Please note however, that we will not refund your costs incurred by returning the goods to us.
We take great care when packing our orders to do so in a way that will result in them reaching you in a pristine condition. However, with the packets/parcels being passed through so many hands in order to reach you, sometimes with the best will in the world, this does not always happen.
With this in mind, should any of your order reach you in a damaged or faulty condition, we will liaise with you to ascertain whether you would like a replacement for the damaged/faulty item to be sent, (where stock levels permit) free of charge, or a full refund issued; we’ll do whichever you prefer. Where stock levels of the item in question have been exhausted, we will give you the option to select another product from our on-line shop, or receive a full refund. If, in this instance, you select a substitute item where the retail price differs, in the case of the item being less than the original product, a refund of the difference will be provided. In the case of the item selected costing more, we will require you to pay the remittance before the replacement can be sent.
In instances where you have advised us via email that an item purchased via our on-line shop has been received, but is damaged or faulty, we will acknowledge your email notification within 24 working hours (please see our “Opening Hours” section contained within our FAQ’s page), and in the same correspondence, seek your preferred outcome in relation to the afore mentioned remedies i.e. replacement or refund.
Where a product purchased from us is returned because it is damaged or faulty, we will refund any costs you have incurred for returning the item to us.
You may be asked to provide a photograph of any damaged/faulty item/s so that we can decide whether it is necessary to return it/them.
Please be aware that a replacement item may not be sent out until the damaged/faulty one is received.
If you should wish to return any of our items because you have changed your mind, or because it has reached you in a damaged or faulty condition, please contact us in the first instance via our email address firstname.lastname@example.org stating both your order reference number and the reason for the return. This will highlight to us the urgency of the message straight away and enable us to email you a returns form, which you will need to complete and return with the item and expedite the replacement/refund being processed in an accurate and timely manner upon its receipt.
In the case of an item being returned because you have changed your mind, it was not quite what you were expecting or because it was faulty/damaged, and where it has been agreed that a refund is to be issued, it must be done so via the original method of payment i.e. if your order was paid for via a Visa Debit Card, the refund must go back to the same card.
Where goods are being returned, we will email you to advise that we have received it, and that we are processing it as is appropriate given the circumstances particular to that case. Where a refund is required, we will also email you when this has been completed.
In cases of an item/s being returned to us for whatever reason, we cannot accept responsibility for these items going missing via the postal service used. As a result, we advise you to obtain a proof of postage certificate, and retain it until you have been advised by us that we have received the item/s. In cases where a package you are returning goes missing, you will be responsible for making a compensation claim and will receive reimbursement from the carrier in question resulting in the absence of a refund from The Perfect Pressie (otherwise you will have received twice the amount in question).