In this section the following questions are answered:
- What is your Returns Policy?
- How do I return something?
- What if the item is damaged?
- How do I arrange an exchange?
- How long will it take to deal with my return?
What is your Returns Policy?
We want you to be delighted with your purchase but if you are not you can return any item within 7 days of receipt as long as it is unused and in its original packaging. This timescale is consistent with your statutory rights as appropriate for all purchases made within the European Union. For more details on your statutory rights please see below.
If you simply do not want the item we will be happy to make a refund which will go onto the card which was used when you made your purchase. Under these circumstances we are not able to refund any returns postage charges.
If your item is damaged we will be happy to make a refund as above, or exchange it for an undamaged item. Under these circumstances we will refund all postage, outward and return and we will send any exchange items free of postage charges.
How do I return something?
If you wish to return your purchase, and would like a full refund, the item must be received by us unused and in the original packaging.
Returns should be made by post together with a copy of the delivery note included with your order.We would also encourage you to email us at firstname.lastname@example.org before you post the item(s) so we know to expect them.
Please let us know whether you require an exchange or a refund and always include a daytime telephone number and your email address in case we need to contact you about the return.
If you no longer have your delivery note, please include a letter giving your name, address, customer number if possible, email address and daytime telephone number plus a note of what you are returning and why, and whether you want a refund or exchange for another product.
Please send your return to:
Returns Department: Purple Daisies, Unit E1, Lambs Farm Business Park, Basingstoke Rd, Reading RG7 1PQ
Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
What if the item is damaged?
We are always very disappointed on the rare occasions our customers receive a damaged item. You can return the item under our normal return procedure for exchange or refund. We will refund any postage on a damaged item, outward and return.
How do I arrange an exchange?
If there is nothing wrong with your item but you would simply like a different size please return to the above return address.
Please email us in advance at email@example.com to let us know that you require an exchange and exactly what alternative item you would prefer.
If the new item you require costs less than the one you have returned we will refund you the difference within 48 hrs of receipt. Please remember that it can take three to four days after we have processed a refund payment for it to appear in your bank or paypal account, or on your credit card statement.
If it costs more than the one you have returned we will need to take an additional payment from you before we can send you the item. Within 48hrs of your returned item being received by us you will be invoiced via PayPal for the balance or you can provide card payment over the telephone – please email to arrange this at firstname.lastname@example.org. Once your payment has been received we will process and dispatch your item within 24hrs. Please make sure you give us a daytime telephone number or your email address so we can contact you if necessary.
How long will it take to deal with my return?
Once your parcel has been received by us we will process it within 48hrs. Returns are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.
When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take 3 to 4 days after we have processed a refund for you to see the returned payment in your bank or paypal account, or on your credit card statement.
If, after sending your return to us, you have not received our email confirmation within 10 working days, please Contact Us so we can investigate.
For more information on your right to withdraw from your purchase within the seven working days cooling-off period, visit the Department of Trade and Industry’s website.
Your other statutory rights
If you would like more information about your other statutory rights, please visit the Department of Trade and Industry’s Consumer Gateway website.