Returns & Refunds (UK)

1) Your statutory right to cancel (14 days)
You can cancel a distance order within 14 days of receiving your goods without giving a reason. After telling us you’re cancelling, please return the goods within 14 days.

Dispatch & cancellation
Dispatch does not affect your statutory right to cancel. You may cancel from the moment you order until 14 days after delivery. If the parcel has already shipped, please accept delivery and return it using our instructions, or refuse the parcel so it comes back to us.

Refunds for cancellations

• We’ll refund the price paid and the cost of our cheapest standard delivery option.

• Paid delivery upgrades (e.g., next-day) are not refunded.

• If you cancel part of an order, delivery costs are not refunded.

• Refunds are issued to your original payment method within 14 days of us receiving the goods back or proof of posting, whichever is earlier.

Return postage for change-of-mind cancellations
Unless we’ve agreed otherwise, you pay the return postage for change-of-mind returns. If you use our optional prepaid label, its cost will be deducted from your refund. (For bulky items, return costs may be higher; we can provide an estimate on request.)

Condition of returned items (inspection vs use)
You may handle items to check their nature, characteristics and functioning—as you would in a shop.
If items are used beyond this (e.g., signs of wear, installation marks, outdoor weathering, missing parts/packaging), we may reduce your refund to reflect the diminished value of the goods (up to the item price in severe cases). This doesn’t affect your rights if an item is faulty.
Examples

• OK: opening packaging carefully; placing a décor item briefly to check look/fit; powering on to confirm it works.

• Too much use (deduction likely): ornaments used outside/soiled, scratches/chips, missing accessories, removed hygiene seals on restricted items.

2) Faulty, damaged or incorrect items
If your item is faulty, damaged or not as described, contact us as soon as possible (ideally within 48 hours with photos). You have a short-term right to reject within 30 days for a full refund, or we can repair/replace where appropriate. We cover reasonable return costs for faulty/incorrect items.

3) How to start a return
Email customersupport@pelleandsol.com with your order number and the item(s) you wish to return. We’ll reply with the return address and instructions.
You can also use our Model Cancellation Form (available on our Returns page).

4) Non-returnable items (unless faulty)

• Perishables or items with hygiene seals once opened

• Customised/personalised items
  

• Goods inseparably mixed with other items after delivery

• Items clearly marked as “Final Sale”

5) International returns
International customers are responsible for return shipping, customs declarations and any fees. Mark parcels as “Returned Goods” to avoid import charges.

Contact
customersupport@pelleandsol.com

Last updated: 11 August 2025