At PricklySticks, we aim to provide our customers with high-quality products and a seamless shopping experience. If you are not entirely satisfied with your purchase, we are here to help. This policy outlines your rights and our responsibilities regarding returns, refunds, and exchanges.
1. Returns
- Eligibility for Returns: You have the right to return an item within 14 days of receiving it. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition that you received it. We reserve the right to refuse a refund if the item is not in a resalable condition.
- Non-Returnable Items: Some items are exempt from being returned. This includes perishable goods, customized products, digital downloads, and items sold as clearance or final sale.
- Return Process: To initiate a return, please contact us at sales@pricklysticks.com with your order number and details of the item(s) you wish to return. We will provide you with instructions on how to proceed. Please do not send your purchase back to us without prior authorization.
2. Refunds
- Refund Approval: Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 7-10 business days.
- Partial Refunds: In certain situations, only partial refunds are granted (e.g., items with obvious signs of use, damaged packaging, or missing parts).
- Shipping Costs: We do not refund original shipping costs unless the item is faulty or incorrect. You are responsible for paying for your own shipping costs when returning an item. If the return is due to our error (e.g., you received an incorrect or defective item), we will cover the return shipping costs.
3. Exchanges
- Exchanging Items: If you need to exchange an item for a different size, color, or variant, please contact us within 14 days of receiving your order. We will provide you with instructions on how to return the original item and process the exchange.
- Shipping Costs for Exchanges: For exchanges, you are responsible for the cost of returning the item to us. We will cover the shipping cost to send the replacement item back to you once we have received and processed the original item. If the exchange is due to a mistake on our part (e.g., wrong item sent) or a faulty item, we will cover all shipping costs associated with the exchange.
- Availability of Replacement Items: Exchanges are subject to product availability. If the item is out of stock, we will offer you a refund or an alternative product of equal value.
4. Faulty, Damaged, or Incorrect Items
- Reporting Issues: If your item is faulty, damaged, or incorrect upon arrival, please notify us immediately at sales@pricklysticks.com and include photos of the damage where possible. We will arrange a replacement or issue a full refund, including any applicable shipping costs.
- Damage Replacement Process: In the event of damage during shipping, we will either replace the item or offer you a full refund. You may be asked to return the damaged item or provide photographic evidence to assist with our quality assurance.
5. Sale and Clearance Items
- Returns Policy for Sale Items: Sale items are eligible for return, but only at the sale price paid. Items marked as “clearance” or “final sale” cannot be returned or exchanged unless they are faulty.
6. Cancellation Policy
- Cancelling Before Shipment: You may cancel your order at any time before it has been shipped for a full refund. If the order has already been dispatched, you will need to follow the return process.
- Distance Selling Regulations: Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days from the day you receive the goods, even if there is no fault with the item.
7. Contact Us
If you have any questions about our Returns and Refund Policy, please contact us at sales@pricklysticks.com
We are here to assist you and aim to resolve any issues as quickly and fairly as possible.