Politique de remboursement

Returns & Refunds Policy

Overview

We offer a curated selection of made-to-order and ready-to-ship items. As many of our products are created specifically upon order, return eligibility varies depending on the type of item purchased.

Made to Order Items

Each made-to-order item is produced specifically for you once your order has been placed.

For this reason, we do not accept returns or exchanges for:

  • Change of mind

  • Incorrect size or colour selection

  • Incorrect details provided at checkout

Please ensure all order details are correct before completing your purchase.

Damaged, Defective or Incorrect Items

If your item arrives damaged, defective, or not as ordered, please contact us within 14 days of delivery.

To process your request, we require:

  • Your order number

  • A clear description of the issue

  • Photographic evidence showing the problem

Once reviewed, we will offer an appropriate resolution, such as a replacement or full refund at no additional cost. In most cases, you will not be required to return the item.

Please note:

  • Minor variations in print placement (within reasonable production tolerances) are not considered defects

  • Claims relating to multiple items may require photos showing all affected products

Failed Deliveries

If an order cannot be successfully delivered due to an incorrect address provided at checkout or failure to receive the parcel, we may offer:

  • A replacement at an additional cost, or

  • A partial refund

Ready to Ship & Limited Drop Items

Items classified as ready to ship or part of a limited release may be returned within 14 days of delivery.

To be eligible for a return, items must be:

  • Unused

  • In their original condition

  • Returned in their original packaging

Please contact us to request return instructions. Return shipping costs may apply unless the item is faulty.

Faulty or Incorrect Items

In accordance with UK consumer law, you are entitled to a repair, replacement, or refund where goods are faulty, damaged, or not as described.

Refunds

Where a refund is approved, it will be issued to your original method of payment. Please allow 5–10 working days for the funds to appear in your account.

Contact

For all enquiries relating to returns and refunds, please contact us at:info@thepilatesprincess.co.uk