At Patchwell, we strive to provide high-quality products and exceptional customer service. If you are not fully satisfied with your purchase, we are here to help. This Refund Policy outlines the conditions under which refunds are available and the process for initiating a return or exchange.
1. Eligibility for Refunds
Refunds are available for unused, unopened, and undamaged products purchased from Patchwell within 30 days of the original purchase date. To be eligible for a refund:
- The product must be in its original condition (unused, unopened, and with all original packaging intact).
- The product must be returned within 30 days from the date of receipt.
- You must provide a valid order number or proof of purchase.
Please note that used, opened, or damaged products are not eligible for a refund unless they are defective or were incorrectly shipped. Items that are customized or made-to-order (if applicable) may not be eligible for refunds.
2. Non-Refundable Items
The following items are not eligible for a refund:
- Products that have been opened, used, or altered in any way.
- Products that have been marked as final sale or clearance items.
- Gift cards or promotional codes (unless otherwise specified).
- Personalized or custom-made products (if applicable).
3. Refund Process
To initiate a return or request a refund:
- Contact Us: Please reach out to our customer service team at sales@patchwell.co.uk with your order details and the reason for the return.
- Return Instructions: We will provide you with a return authorization number and instructions on how to return the product to us. You will be responsible for shipping costs for returns unless the product is defective or you received an incorrect item.
- Inspecting Your Return: Once we receive your returned item, our team will inspect the product to ensure it meets the eligibility criteria. If the return is approved, we will process your refund.
- Refund Processing: Refunds will be issued to the original payment method used at checkout. Please note that it may take 5-10 business days for the refund to appear in your account, depending on your bank or payment provider.
4. Damaged or Defective Items
If you receive a damaged or defective product, please contact us within 3-10 days of receiving your order. We will arrange for a replacement or issue a refund, depending on your preference and the availability of the product.
If the item is damaged during shipping, please save all packaging materials and photographs of the damage for our claims process. We will arrange for a replacement or full refund.
5. Exchanges
If you would like to exchange an item for a different size, color, or product, please contact our customer service team. Exchanges are subject to product availability, and you will be required to follow the return process for the original item.
6. Shipping Fees
Shipping fees are non-refundable unless the product is defective or we made an error with your order. Return shipping costs are the responsibility of the customer, except in cases of defective or incorrect items.
7. Promotional and Discounted Items
If your purchase was made using a promotional offer or discount code, the refund amount will reflect the adjusted price. If a promotion offered free shipping, you will be refunded the cost of the product but not the shipping charge.
8. Refunds for Subscription Products (if applicable)
For subscription-based products (such as regular deliveries), you can cancel your subscription at any time before the next shipment. Cancellations will take effect immediately, and no further charges will be applied. Refunds for previous subscription shipments are only available if the product is unopened and returned in accordance with the guidelines above.
9. Contact Us
If you have any questions or need assistance with a return or refund, please contact us: