Returns and Refund Policy

From time to time you may need to return goods. Unless goods are faulty or not as described in the product descriptions, all returns need to be made within 28 days from the day you receive the goods, unless otherwise noted on the Sellers' store pages. Where possible, all items need to be returned in the original packaging.

You will need to cancel your order or return the goods to the Seller, as you are transacting with them directly.

To do this, simply log in to your account, selecting the order you wish to cancel or return and contact them from there. 

Please don't destroy or throw away any products, even if it is faulty, before you've spoken to the Seller and agreed that doing so won't affect any refund or exchange you may be entitled to. 

We recommend that you return goods using a trackable service such as Royal Mail Recorded Delivery as Sellers cannot accept any responsibility for items lost on the way. Postage costs cannot be refunded unless items are returned faulty or not as described in the product description.

Please note that you are liable for any diminished value of the product as a result of handling the product in any way other than what is necessary to establish its nature, characteristics and functioning while you are responsible for it. (This includes, in the context of a return, when the product is in transit back to Sellers).

Refunds will normally be paid in five working days of Sellers receiving the goods back. When refunding an order you will receive an email letting you know when the funds have been refunded. Please note that it usually takes banks 48 hours or so to give you your money back. Once you receive your email notification, please leave a couple of days before checking your bank account.

Full details of  how to return or cancel an order can be found in the User Agreement.

What you can’t send back
Unfortunately, some items are non-cancellable and non-refundable:
  • Donations to The Prince's Trust
  • Bespoke or personalised products made to your specific requirements  or measurements (and otherwise cannot be resold)
  • Perishable products (like food or drink)
  • Creative pieces that are specially commissioned when you place an order, like art, sculpture and ceramics
  • Personal items sold with a hygiene seal (like cosmetics or underwear) where the seal is broken
  • Earrings for pierced ears for hygiene reasons.
To avoid disappointment, please check whether an item is cancellable or non-cancellable before ordering.

Christmas returns and refund policy extension
Items purchased online as gifts from Thursday 1st December 2016 can be returned up until Monday 16th January 2017. Some exclusions may apply. Please check with the Sellers directly before purchasing. 
 

All sellers comply with our returns policy, giving you peace of mind when ordering. If you have any further questions, please get in touch with us at onlinestore@princes-trust.org.uk to speak to a member of our team.