While we hope that you are delighted with your order we understand that from time to time you may wish to exchange an item, or return a product to us. In this policy we explain the process for cancelling an order and the conditions to meet in order to receive a refund. We hope it is clear, easy to understand and simple to use, but if you have any questions please don't hesitate to contact us.
If you change your mind
We offer a full 14 day return/exchange policy - from the date you receive your order in the post. To cancel the order and receive a full refund, or to request an exchange, please email us on firstname.lastname@example.org within the 14 day period. If you contact us after the 14 day period we cannot offer a full refund, but will offer a credit note if you contact us within 30 days of the order being received. We regret that we can’t always offer a refund or exchange on custom-made/ sourced items. Please note that any perishable goods are exempt from this policy.
Be nice to our products
Please take reasonable care of our lovely home accessories while you have them. In order to qualify for a refund, goods must be returned in their original packaging, in good condition, in order that we can re-list them on our website.
The money part
When returning a product you must cover the postage costs, except in cases where Pretty Dandy has acknowledged an error. We recommend that you use insured registered delivery and keep the receipt. We cannot accept liability for goods lost or damaged in transit.
If the products are returned in accordance with this policy & the returns procedure below then we will issue a full refund using the same payment method used in the original purchase. We will refund the full cost of the returned goods and the original delivery charge, within 30 days of receiving your order cancellation, if not sooner.
5 step return process
- Email us within 14 days of receiving your order on email@example.com to cancel your order.
- Let us know your original order number and which product you wish to return. If you have a reason we’d love to know so we can improve our products/ service in the future.
- Package up the goods carefully so that they survive their trip back in good condition, and include your order number.
- Pop your parcel in the post.
- Wait 30 days (or less) for the full amount & original postage charge to be refunded using the payment method you originally paid for your order with, or for your exchange to be issued.
Returning a product in contravention of this policy (and where you do not have any other legal right to return the product) will result in the following:
- we will not refund or exchange the product;
- we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
- if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.