Returns and Refund Policy
Returns Policy – PapillonPebbles.co.uk
Due to the nature of Pebbles being personalised, we are unable provide a refund if you change your mind after placing your order.
If the Pebbles are damaged or defective, we will ask for photographic and video evidence to help us investigate how and why the damage occurred.
If the item was marked as a gift when purchased and shipped directly to you, we will correspond with the purchaser, and either refund them, or issue you with a gift credit for the value of your return (if this is your preference, once the returned item is received, a gift certificate will be emailed to you)
Damaged/Faulty Goods
Please check your goods immediately on delivery. If items do arrive damaged/faulty please let us know within 3 days. We will ask you to forward photographic evidence (both photos and video) so we can help ascertain how the damage occurred and we may ask you to arrange to post them back to us. We will reimburse you these extra postage costs. If you do not inform us within 3 days, then we will have no liability for items said to be damaged/faulty on delivery.
Bespoke or personalised products
Unless there has been an error on our part, or the item you purchased is broken or arrives damaged, we cannot accept returns on 'personalised' or ‘bespoke’ items, as these cannot be sold to anyone else. Our website is designed to give customers every opportunity to check all input/personalisation details and dates. Please check all details you input carefully. Please refer to The Consumer Protection (Distance Selling) Regulations 2000 - Exceptions to the right to cancel.
What to do
The first thing to do is to email us at: hello@papillonpebbles.co.uk- which item(s), the order number, your reason for returning the item, and whether you are seeking a replacement or refund.
If the item is returnable under our returns policy terms and conditions, we will issue you with a returns address and a Returns Authorisation Code. You must obtain a Returns Authorisation Code before sending anything back to us or we will not otherwise be able to process your return.
Returns Address
Papillon Pebbles, 152 Overdale, Ashtead, Surrey. KT21 1PZ
This returns policy does not affect your statutory rights.
Returns postage
You have a duty of care for the products during the cancellation period in order for a refund to be given. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel back to using a delivery service that tracks the parcel and that insures you for the value of the goods as we cannot be held responsible for items damaged or lost in the post.
We would suggest you obtain proof of postage when returning items, this can be done in the form of a receipt which will be given to you on request at your local post office. In the event of an item being lost on its way back to us, the proof of postage will be required in order for a refund to be actioned. We would also suggest that you check that the item is properly protected for its return journey, ideally in the protective packaging it arrived in.
Cost of return
The costs of returning goods will be paid by you (unless the item is damaged/faulty), in which case please include a postage receipt and we will refund this amount.
Refunds and Replacements
For item(s) returned to us within 7 days of delivery with the appropriate Returns Authorisation Code and in accordance with these terms and conditions, a refund or replacement will be processed by us within 14 working days of receipt of the returned items.
A refund will be made in the same form of payment that was used to make the initial purchase.
Refunds Payments
Refunds will be made within 30 days of a refund being agreed.
Your rights to return the goods to us will not apply in the following circumstances:
Any products that we have made, personalised or customised specifically for you
Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.
If you have made a spelling mistake on your order and it has been sent for production
You have disposed of the item you have an issue with
Sale Items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.