Returns & Refunds Faq's

You have 28 days from the date of delivery to return your items for a refund. For sale items, you have 14 days from the date of delivery to return them for a refund. To receive a full refund, including original delivery charges, you must notify us of your intent to return within 14 days of receiving your order. Once you have notified us and your return has been approved, you must send the item(s) back within 14 days.

All returns must be received by Punk & Poodle within 28 days of delivery to qualify for a refund. We do not issue credit notes for returns received after this 28-day period. Please note that original delivery charges are non-refundable unless you notify us within the 14-day cooling-off period.

Free Delivery Threshold Adjustment

If your order qualified for free delivery on orders over £75.00 and you return part of your order, reducing the total to below £75.00, a £4.95 delivery charge will be deducted from your refund. This adjustment applies when the remaining order no longer meets the free delivery requirement.

Non-Refundable Items:

• Used items: We do not accept returns on used products, including burned candles.
• Gift wrapping and gift vouchers: These are non-refundable.
• Seconds/ex-display items: These are sold "as described" and cannot be returned.
• Assembly-required items: Please ensure you carefully follow assembly instructions and check that all components are present. We are not responsible for issues resulting from improper installation, and no refunds will be provided for items installed incorrectly. We strongly recommend using qualified professionals for installations, such as joiners and electricians.

Conditions:

Customers are responsible for checking all items upon delivery. If your order has any breakages, faults, or discrepancies, you must notify us within 48 hours of receiving your order so we can discuss all the available options to you.

Refund Process:

• All returns will be refunded within 14 days of receiving your returned item(s). Refunds may take up to 5 working days to appear in your account.
• We are not responsible for any interest charges incurred while waiting for your refund to process.

UK Returns Only:

This returns policy applies to UK orders only. We do not accept returns for international orders, including those to Australia and the United States.

Questions or Issues?

If you have any questions or concerns about your return, please contact us at hello@punkandpoodle.co.uk or by calling 01798 661064. We aim to respond to all refund and return inquiries within 24 hours and will send an SMS where applicable. If you haven’t received a response, please check your junk/spam folder or give us a call so we can resolve the issue as quickly as possible.

If you change your mind, you can return your item(s) to us under the following conditions:

• Items must be unused, with tags attached, and returned using as much of the original packaging as possible. Proof of purchase is also required.
• If items are not returned in their original packaging, deductions may be made if the product cannot be re-sold.

To start a return, simply notify us at hello@punkandpoodle.co.uk within 14 days of delivery. Once your return is accepted, we will provide you with instructions on how and where to send your package. Please note that items sent back to us without prior approval will not be accepted.

Please Note:

• Return Shipping Costs: Returns are at your own expense. We do not offer a free returns service.
• Delivery Charges: The original delivery charge will not be refunded. If an express delivery service was used, only the standard delivery rate will be refunded unless we failed to meet the agreed delivery timeframe.
• Gift Wrapping Services: If you paid for gift wrapping, this service is non-refundable, even if the gift-wrapped item is returned unopened.
• Return Shipping Insurance: We strongly recommend using a recorded delivery service and obtaining postal insurance. Punk & Poodle cannot be held responsible for items lost or damaged in transit.
• Packaging Responsibility: You are responsible for packaging your return securely. If items arrive damaged due to poor packaging during return transit, we will be unable to refund them.
• Return Timeline: You must notify us within 14 days of delivery and ensure the return reaches Punk & Poodle within 28 days to be eligible for a refund. Returns outside this timeframe will not be accepted.
• Non-returnable Items: Seconds or ex-display sale items are sold with known faults or imperfections and cannot be returned. This is clearly stated on the product page.

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Your Statutory Right to Cancel (Consumer Contracts Regulations 2013):

As a consumer, you have the legal right to cancel a contract with us for goods purchased online or by telephone, in accordance with the Consumer Contracts Regulations 2013 (CCR).

Right to Cancel:

• You can cancel your contract from the date of dispatch until 14 calendar days after you receive your products.
• To exercise this right, please contact us at hello@punkandpoodle.co.uk with your name, address, phone number, and email address, informing us of your decision to cancel your contract with us.

Returning Your Items:

• If you cancel your contract under the CCR, you must return the items to us in their original packaging (where possible) within 14 days of informing us of your wish to cancel.
• Full Order Returns: If you return all the items from your order, we will refund you the full amount, including the original delivery charge (at the standard rate).
• Partial Order Returns: If you return part of your order, the delivery cost will not be refunded.

Refunds:

• We will process your refund within 14 calendar days of receiving the returned products, or if you cancel before dispatch, within 14 days of your cancellation request.
• Refunds will be issued to the original payment method.

Responsibility for Returns:

• If you return goods to us, we are not liable for any loss or damage during transit. We recommend using a tracked and insured delivery service. If goods are lost or damaged in transit, we may reduce your refund to cover the loss or damage.

For further assistance, please don’t hesitate to contact us at hello@punkandpoodle.co.uk or call us on 01798 661064.

Our number one priority is that every purchase will reach you in a perfect condition. It is your responsibility to check all items upon receipt of delivery. Items received damaged on delivery are classed as faulty. 

Reporting damages

If you encounter any breakages, faults, or discrepancies with your order, please notify us in writing at hello@punkandpoodle.co.uk within 48 hours of receipt. To assist us in resolving the issue, include:

• Your name
• Order number
• Product name
• A description of the fault
• Photographs showing the item’s fault or damage
• A photograph of the outer packaging with your address

Please note that if damages are reported after the 48-hour window, your options for resolution may be limited, as we may not be able to determine the cause of the damage. We strongly encourage prompt reporting to ensure a swift resolution.

Return Process for Faulty Items
If we determine that an item is faulty or requires inspection, we will provide you with instructions for returning the parcel at our cost. You will have 7 days to return the item. After this period, any return will be at your expense. Refunds and replacements for damaged, faulty, or incorrect items will only be processed once we have received the returned item, unless otherwise stated.

Important Notes

• For items damaged on delivery, please retain all items and original packaging until we confirm the next steps.
• We cannot refund postage costs if you return damaged items without prior communication.
• Original gift wrapping charges are non-refundable, as this service has been fulfilled.
• Photos of damages are necessary to assist in resolving issues with our couriers and suppliers.

Faults After 30 Days

If a fault occurs after 30 days of receiving the item due to a manufacturing failure, our policy is to replace the item. Please send us photographic evidence of the fault, and we will guide you on how to return the item at our cost for further inspection. We will evaluate whether the fault was due to a manufacturing issue or customer misuse. If a replacement is unavailable, we will provide a credit note for the value of the item paid.

Exclusions

Items damaged due to accidents, neglect, misuse, alterations, or normal wear and tear are not considered faulty and will not be eligible for return.

If you have any further questions, please reach out to us at hello@punkandpoodle.co.uk.

In the event that your item is returned to sender prior to delivery, we will notify you by email of the options available. 

• You will have the option for your order to be re-sent or cancelled.
• If you would like us to resend your order, we will provide you with an invoice to complete the shipping charge again. Please ensure you have entered the correct shipping address.
• If you prefer to cancel, we will refund the price of your item excluding the original delivery, applicable gift wrapping charges and deduct any return courier charges that we additionally incur as a result.
• You will have 5 business days to respond to the return-to-sender email. If no response is provided, the order will be cancelled and refunded with cancellation and handling fees applied.
• Please note we are unable to keep stock on hold, so all items returned to sender will be returned to stock immediately upon receipt.  

It is extremely rare that our parcels are lost in the post. For most UK orders, our couriers do not consider a parcel to be lost until 10 working days past the date it was due to be delivered so we do recommend waiting for this length of time in case an attempt to deliver is still made. 

If your parcel does not arrive by 10 working days after the due date and your order tracking is unable to confirm whereabouts, we will class this as lost and will offer you a full refund immediately. Alternatively, if you would prefer, we may also be able to arrange a replacement subject to stock inventory and your original order tracking status. 

If your parcel arrives within 10 working days past the date it was due to be delivered and it is no longer needed, you can return this to us for a full refund. To speak to us regarding a lost parcel, please contact us or email on hello@punkandpoodle.co.uk.

Please note: 

• We do not offer refunds for lost parcels in the event that an order has been shipped to the wrong address provided to us on checkout. In this instance, refunds will only be processed until the original goods order have been returned back to us by the courier delivery provider. 
• We are unable to investigate any parcels after 28 working days.

• We cannot accept returns on bespoke or personalised items that have been made to order, unless faulty.
• Unfortunately, we cannot accept returns on gift card/vouchers.
• Our samples/seconds/ex-display sale items are sold with known faults and/or imperfections and are therefore not eligible for return or refund. 

Apologies but we are unable to offer exchanges at this time. 

You have a legal right to cancel your order under the Consumer Contracts Regulations 2013 (CCR) during a specific time period. This right begins from the date of dispatch and ends 14 calendar days after the day you receive the goods. To exercise your cancellation rights:

1. Before Dispatch:
   If you wish to cancel your order before it has been dispatched, please contact us as soon as possible. The quickest way is by calling us on 01798 661064 during our business hours:
   Mon-Fri: 9:30 am - 4:00 pm
   Sat: 9:30 am - 12:00 pm (excluding bank holidays).
   Once your cancellation is confirmed, we will process a full refund, including any delivery charges paid.
2. After Dispatch (Within 14 Days of Delivery):
   If your order has already been dispatched or delivered, you may still cancel your order under the CCR within 14 calendar days of receiving the items. To exercise this right, you must contact us by email at hello@punkandpoodle.co.uk with your order number, name, address, phone number, and email address to notify us of your wish to cancel the contract.
3. Refusing Delivery:
   If your order has already been dispatched and you wish to cancel, you can refuse delivery from the courier. Once the order is returned to us, we will process your refund, less any return delivery charges.

Please note:

• Refunds will be processed within 14 days of us receiving the goods back.
• Refunds will be made using the same payment method you used for the original transaction.
• If the goods are damaged or incomplete upon return, we reserve the right to deduct from your refund to cover the loss in value.

If you cancel your order before dispatch, we will process your refund within 14 days of receiving your cancellation notice.

If returning an item, we will notify you once we've received and inspected your return and let you know if the refund is approved or not. If approved, you'll automatically be refunded to your original payment method.

For any other refunds that have been agreed by us, you will be refunded to your original payment method.

Please note: 

• Refunds are processed within 14 working days from approval.
• We are not liable for any interest charges on your credit card or other financial losses whilst waiting for a refund to complete.
• It may take longer for your bank or card issuer to credit your account. These timescales will be dictated by the bank or your card issuer and are out of our control.