We aim to provide an excellent shopping experience at www.pretty-pieces.co.uk, and hope that you are always happy with your purchase(s). However, we know that sometimes you may decide you would like to return something you have ordered from us.
The Returns and Refunds Policy below forms part of our Terms and Conditions so please take the time to read and understand them before placing any order. If there are any parts of the policy outlined below that you do not agree with, please do not place an order with us.
If you do want to return goods, please read through the section that best suits your reason for return.
1. 14-Day Returns
Consumers* in the UK have a 14-day "cooling-off period" for most purchases made online**. The "cooling-off period" begins the day after the day on which your purchased items have been delivered to you. If you have bought something from us and change your mind about the item, you may be able to return it to us**.
*This does not include buyers making business purchases (whether partially or wholly for business purposes).
**Some items for sale by us are non-refundable (see paragraph 1.4).
1.1 Where you wish to return goods to us under the 14-Day Returns process you must:
1.2 We reserve the right to reject items for full refund if goods are returned to us in a condition that does not comply with the requirements outlined in (1.1) above. We may make a deduction from any possible reimbursement to compensate for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. Any refund owing to you will be made no later than 14 calendar days after the day on which we receive goods back from you.
1.4 The following are non-refundable:
- items that have been customised or personalised by you, or by us on your behalf
1.5 When returning goods under the 14-Day Returns process, you must use suitable and secure packaging. We recommend you return the goods using a tracked and/or signed for service (e.g. Royal Mail Recorded Signed For). You are responsible for the goods up until the time we receive them back here at Pretty Pieces Ltd. We do not accept any returns delivered by hand.
1.6 You will be required to bear the cost of returning the goods to us under the 14-day Returns process. Customers must ensure that goods are returned with the correct postage paid. Pretty Pieces Ltd does not offer any freepost service for return of goods. Any additional postage costs incurred by Pretty Pieces Ltd that arise as a result of customers underpaying postal charges when returning goods will be recovered by Pretty Pieces Ltd.
1.7 If you do not return the goods we have a right to recover them and may arrange for collection of the goods from you. In this event:
1.8 Where a promotional offer(s) is used when placing an order, please note that it will only remain valid providing the original qualifying terms and conditions of the promotional offer(s) continue to be met. Pretty Pieces Ltd reserves the right to withdraw a promotional offer(s) where an order no longer continues to meet the original qualifying terms and conditions for the promotional offer(s) used.
If you receive any goods that are damaged, faulty or incorrectly sent to you, you can return the affected item(s) to us.
2.1 Where you are returning goods to us that are damaged, faulty or incorrectly received you must:
2.2 We reserve the right to reject items for refund if goods are returned to us in a condition that does not comply with the requirements outlined in (2.1) above.
2.3 In the event that you receive any damaged, faulty or incorrect goods we may offer you a replacement item on a like-for-like basis, or offer you a refund in return for the goods.
2.4 In the event that we find goods returned are damaged, faulty or incorrect we will refund charges paid by you in respect of shipping and handling services when returning the goods to Pretty Pieces Ltd (normally limited to the cost of Royal Mail 2nd Class postage). Customers must ensure that goods are returned with the correct postage paid. Pretty Pieces Ltd does not offer any freepost service for return of goods. Any additional postage costs incurred by Pretty Pieces Ltd that arise as a result of customers underpaying postal charges when returning goods will be recovered by Pretty Pieces Ltd.
2.5 You must use suitable and secure packaging to return items, and we recommend you use a signed for service (e.g. Royal Mail Recorded Signed For). You are responsible for the goods up until the time we receive them back here at Pretty Pieces Ltd.
2.6 Where we agree that the returned item(s) meet stated requirements, we will offer to replace the item(s) on a like-for-like basis or offer a refund that will be issued to the credit/debit card used to purchase the goods. Once replacement item(s) have been shipped or a refund has been made, we will notify you.
2.7 In the event we find no damage, fault or error on our part, we may choose to withdraw any offer of refund or replacement made, re-charge you for any goods that may have been refunded or replaced, recover our fees and expenses from you.
2.8 Where any promotional offers have been used when placing your original order Pretty Pieces Ltd reserves the right to withdraw the promotional offer(s) where the order no longer qualifies for the terms of the promotional offer(s) used.
2.9 If you do not return the goods we have a right to recover them and may arrange for collection of the goods from you. In this event:
Partial Non-Receipt: Individual Item(s) Missing
On rare occasions, an item may be missing from your order. If there is no explanatory note contained within your order, and we haven't contacted you via email/telephone, there is a possibility that it has been missed from your order in error. If this is the case, please notify us in writing as soon as possible using the online Non-receipt of Goods Notification Form. We will contact you once the notification has been received.
Full Non-Receipt: Whole Order Not Arrived
Most orders are shipped using Royal Mail services and our estimated shipping times are based on Royal Mail published delivery times for the class of service chosen. Pretty Pieces Limited accepts no liability in the event that orders take longer to arrive than the estimated published delivery times.
If your goods haven't arrived within the timescale estimated for the shipping service chosen at checkout we would advise that you check:
If goods have not been received within 21 working days after shipping please notify us in writing using the online Non-receipt of Goods Notification Form. We will contact you once the notification has been received.
*Please note: where you have requested via an Order Comment for your order to be left in a unsecured place (such as an outhouse, porch, shed, garage, recycling box, on front door step etc.) or to be left with a neighbour if not in, goods will be left in these unsecured places nominated by you at your own risk. Pretty Pieces Ltd accepts no liability for any non-receipt of goods where they have been left in an unsecured place at your request.