Customer Information

You have 28 days from the date of delivery to return your items for a refund.

To receive a full refund, including original delivery charges, please notify us of your intent to return within 14 days of delivery (starting the day after you receive your item) using our returns request form. Once your return is approved, please send the item(s) back within 14 days of your notification.

All returns must be received by Punk & Poodle within 28 days of delivery to qualify for a refund. We’re unable to issue credit notes for returns received after this 28-day period. Please note that original delivery charges are only refundable if you notify us of your return within the 14-day cooling-off period.

Free Delivery Threshold Adjustment

If your order qualified for free delivery on orders over £59.00 and you return part of your order, reducing the total to below £59.00, a £4.95 delivery charge will be deducted from your refund. This applies when the remaining items no longer meet the free delivery requirement.

Non-Refundable Items:

• Used items: We cannot accept returns on used products, including burned candles.
• Gift wrapping and gift vouchers: These are non-refundable.
• Seconds/ex-display items: These items are sold "as described" and cannot be returned.
• Assembly-required items: Please follow assembly instructions carefully and ensure all components are present. We cannot refund items improperly installed, and we recommend using qualified professionals for installations, such as joiners or electricians.

Conditions:

We kindly ask that you check all items upon delivery. If you notice any breakages, faults, or discrepancies, please let us know within 48 hours so we can discuss all the available options to you.

Refund Process:

We will process your refund within 14 days of receiving your returned item(s), though it may take up to 5 working days for the funds to appear in your account. Please note that we cannot be responsible for any interest charges incurred while waiting for your refund to process.

UK Returns Only:

This returns policy applies to UK orders only. Unfortunately, we do not accept returns for international orders unless faulty.

Questions or Issues?

If you have any questions or concerns about your return, please reach out to us at hello@punkandpoodle.co.uk or call us on 01798 661064. We aim to respond to all inquiries within 24 hours, and where possible, will send an SMS update. If you haven’t received a response, please check your junk/spam folder or give us a call, and we’ll be happy to help!

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 in as much of the original packaging as possible.
• For fragile items sent with protective packaging (e.g., polystyrene), please return them with these materials to ensure they can be resold in their original condition. As an online-only store, we rely on the item being in a resaleable state.
• Proof of purchase is required.

If items are returned without adequate protective packaging or with damaged packaging (such as the original polystyrene for fragile items), and we are unable to resell the item as new, we may make a deduction from your refund. This deduction will reflect any loss in value due to insufficient or damaged packaging caused by handling beyond what's necessary to inspect the item.

To initiate a return, please complete our Returns Request Form. Once your return is accepted, we’ll provide instructions on how and where to send your package. Please note that items sent back without prior approval will not be accepted.

Please Note:

• Return Shipping Costs: Returns are at your own expense, as we do not offer a free returns service.
• Delivery Charges: The original delivery charge will be refunded if you notify us of your intent to return within 14 days of delivery. However, if you used an express delivery service, only the standard delivery charge will be refunded unless we failed to meet the agreed delivery timeframe. Original delivery charges for partial returns will not be refunded.
• Gift Wrapping Services: If you paid for gift wrapping, this service is non-refundable, even if the item is returned unopened.
• Return Shipping Insurance: We strongly recommend using a recorded delivery service with postal insurance, as Punk & Poodle cannot be held responsible for items lost or damaged in transit.
• Packaging Responsibility: You are responsible for securely packaging your return. If items arrive damaged due to poor packaging during return transit, we will not be able 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 qualify for a refund. Returns received outside of this timeframe will not be accepted.
• Non-returnable Items: Seconds or ex-display sale items, sold with known faults or imperfections, cannot be returned. This will be clearly stated on the product page.
• Product Descriptions: We do not offer free returns if you fail to review the product descriptions properly before purchase unless we have made an error. Please read all product details and specifications carefully.

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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 notify us using our Returns Form.

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.

Yes, we’re happy to help if you received a gift from Punk & Poodle and would like to return it! If you are the gift recipient, simply fill out our online returns form and select "I am the gift recipient." You’ll need the gift receipt as proof of purchase to be eligible for a refund.

If you don’t have the gift receipt, the original purchaser will need to start the return process. In this case, the purchaser should complete the returns form, and the refund will be issued to the original payment method used at the time of purchase.

Please note:

• Refunds for gift returns will be processed as store credit/voucher unless the original purchaser returns the item.
• Items must be returned within 28 days of delivery to qualify for a refund.
• The return shipping cost is the responsibility of the person initiating the return, unless the item is faulty or damaged.
• All returns must follow the guidelines in our Terms & Conditions, including ensuring items are returned with adequate protective packaging. If items are not packaged properly or arrive in a condition that prevents resale, we may apply deductions to your refund.

If the item is damaged or faulty, please contact us directly at hello@punkandpoodle.co.uk, and we’ll be happy to assist you through the returns process.

Our top priority is ensuring that every purchase reaches you in perfect condition. We kindly ask that you check all items upon delivery. If an item arrives damaged from transit, it is considered faulty. 

Reporting damages

If you notice any breakages, faults, or discrepancies with your order, please let us know in writing at hello@punkandpoodle.co.uk within 48 hours of receipt. If damages are reported after this 48-hour window, your options for resolution may be limited, as it may be difficult to determine the cause. We encourage prompt reporting to ensure a swift and smooth resolution.

To help us resolve the issue, please include the following details:

• Your name
• Your order number
• Product name
• A description of the fault or damage
• Photographs showing the fault or damage
• A photograph of the outer packaging with your address
• Your preference for a replacement or refund

If we request additional information, please provide it within 7 days so we can assess the issue and proceed with a solution. If we don’t receive the requested information within this timeframe, we may be unable to continue with the return or refund process.

Return Process for Faulty Items

Once you notify us of your intention to reject the item due to a fault and we have agreed that an item is faulty or requires inspection, the item must be returned to us within 14 days to process your refund or replacement. Failure to return the item within this timeframe may delay or affect the refund process.

We will provide you with return instructions and a return label at our cost, which will be valid for 7 days. Please ensure you post the item within this period, as any return costs incurred after the label expires will be your responsibility.

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 the service has already been fulfilled.
• Photos of damages are necessary to assist in resolving issues with couriers and suppliers.

Our definition of a Fault

A fault refers to a defect or issue with the product that affects its intended function, durability, or overall quality, and is not a natural part of the handcrafted process. Many of our items are artisan-made and may feature intentional imperfections, such as variations in texture, color, or finish, which are not considered faults but are part of the item’s unique charm.

However, the following are considered faults:

• Structural damage (e.g., cracks, broken parts)
• Manufacturing errors that affect functionality
• Significant deviations from the product description or design
• Damage incurred during delivery (e.g., broken or severely damaged items due to transit)

If your item has a genuine fault as described above, you may be eligible for a replacement or refund, subject to our returns policy.

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 photos of the fault, and we will guide you on how to return the item at our cost for further inspection. We will assess whether the fault is due to a manufacturing defect or customer misuse. If a replacement is unavailable, we will provide a credit note for the value of the item 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 are not eligible for return.

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

If your item is returned to sender before delivery, don’t worry—we’ll notify you by email with the options available to you.

You can choose to either:

1. Have your order re-sent: If you'd like us to resend your order, we will send you an invoice to cover the shipping cost again. Please double-check that your shipping address is correct to avoid any further delays.
2. Cancel your order: If you prefer to cancel, we’ll refund the price of your item, excluding the original delivery charge and any gift wrapping fees. Please note that any return courier charges we incur will also be deducted from your refund.

You’ll have 5 business days to respond to our return-to-sender email. If we don’t hear from you within that time, your order will be automatically cancelled, and a refund will be processed, minus any applicable cancellation and handling fees.

Please note that we’re unable to hold stock, so once an item is returned to sender, it will be returned to stock immediately upon receipt.