Refunds & Returns
We reserve the right to: • update these Terms from time to time and any changes will be notified to you via a suitable announcement on the Website. It is your responsibility to check for such changes. The changes will apply to the use of the Website after we have given such announcement. If you do not wish to accept the new Terms you should not continue to use the Website. If you continue to use the Website after the date on which the change comes into effect, your use of the Website indicates your agreement to be bound by the new Terms; and • modify or withdraw, temporarily or permanently, this Website and the material contained within (or any part) without notice to you and you confirm that we shall not be liable to you for any modification to or withdrawal of the Website or its contents.
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 13/06/2013. Our Returns Policy is really simple. When you receive your item, you must check it as soon as possible following receipt and always before use. Please ensure that a returns authorisation number is obtained before attempting to return any items to us (please see the section headed "What to do to return your item to us" below).
Your right to change your mind
We've all done it, ordered something and then realised later that it is no longer needed. You have 14 days to cancel your order under our 14 day return period policy, which starts on the day after you received the item. It's so simple, please follow the steps set out below (please see the section headed "What to do to return your item to us"). We are sorry but we are unable to accept the return of the following items unless they are returned unopened (i.e. no broken seals) and/or in the original condition at point of receipt or faulty (please see the section headed "Damaged or faulty items" below): Certain clothing, all footwear and accessories (these must be returned with the tags attached/ labels / seals intact) Jewellery and watches (due to health and safety reasons) Please ensure that when you receive an item that you take reasonable care of it when trying it on/inspecting it e.g. if you have purchased an item of clothing which has a hygiene seal attached to it you must not remove the seal until you have decided that you want to keep the item.
Wrong item received
We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item.
Damaged or faulty items
Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next. Our Returns Policy for faulty items upholds your statutory rights. Item not received We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that the item had been dispatched.
Your statutory rights
Our Returns Policy does not affect your statutory rights. For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06. What to do to return your item to us Contact us through your account via our online message centre or call us on 0333 320 9420 You must inform our customer service team of your order number, the item you are returning and the reason for return. We will then provide you with a unique returns authorisation number and will confirm the address you need to return the item to Please package the item securely and include inside the package your order number, name and address Please obtain a proof of postage from the Post Office when you send your item to us. Proof of postage does not cost anything without it, however, we may not be able to process your refund or replacement in the rare event that your item is lost in transit If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item. Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Returning Items Purchased as Part of a Special Offer
Where you have purchased a number of items as part of a special multi-buy discount offer (e.g. buy two items for £10 or buy one item and get another item free) and you subsequently wish to return one of the special offer items, if one or more of the special offer items has already been dispatched we will ask you to return to us all items forming part of this special offer (in the condition set out in the "Your right to change your mind section" and in accordance with the process set out in "What to do to return your item to us") in order to receive a refund. Please contact our customer services team for further information. If none of the special offer items have been dispatched, then you may cancel your entire order from "My Account" section of the website. If you believe that one of the special offer items is faulty, please see our "Damaged or faulty items" section.
What we'll do next
All products returned to us are checked by our Returns Department. If you are entitled to a refund then we will refund the price of your item (including the cost of delivery). Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt. We will refund the original credit/debit card/PayPal account used to purchase the item. Return of replacement goods If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund. Cost of returning items Please note that we can only refund the postage costs for returning an item where: we sent you the wrong item, or the item is damaged or faulty; or where you are returning a substitute or replacement item which you do not want to keep. We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
Christmas period returns policy
We don't want you to worry about anything during the Christmas holiday period, so that you can relax and buy all your gifts before the Christmas rush. We therefore have an extended our returns policy for Christmas – all items purchased after the 31st October in any year can be returned up until the end of January in the year immediately following the previous year.
If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter. Please contact our customer service representatives on 0333 320 9420, at email@example.com or by post at Customer Service Department, Penneysonline.com, 89 North Street, Sudbury, Suffolk, UK, CO10 1RF.