Politique de remboursement
Returns
We offer the right to return within 14 days of purchase. You must contact us within 14 days and we must receive your return within 30 days. If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please note - if there are any signs of use, or the item is not returned in its original packaging, a refinishing workshop fee may be applied. This will be deducted from any refund due.
Additional non-returnable items:
Gift cards
Downloadable software products
Bespoke and custom pieces
How do I return an item?
To raise a return, log in to your account on our website, open the relevant order, and select the option to create a return. You will receive an email once your return has been accepted, which will contain the return address along with full instructions on how to send the item back to us.
Please wait for this acceptance email before posting anything back to us. We are not able to process items that are sent back before a return has been raised and accepted.
Once your item arrives back at our workshop, returns are processed twice weekly, on Tuesdays and Fridays.
If you are unable to raise a return through your account, for example if your order was placed through Etsy, please contact us at customerservice@propoptions.co.uk and we will be happy to help. Please note that orders placed through eBay must be returned and refunded through eBay's own return system rather than this process.
There are certain situations where only partial refunds are granted including, but not limited to:
- Any item not in its original condition, is damaged or has missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
- Any item returned that has not had postage and/or customs duties and taxes covered in full by the customer
Refunds
Once your return is received and inspected, we will begin processing your refund. We will notify you via email if for any reason your refund is rejected. If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment. Returns are processed on Tuesdays and Fridays, and once your refund has been completed, please allow 3-5 days for the funds to return to your original payment method.
Late or missing refunds
If you don't appear to have received your refund, we'd kindly ask you double check your bank account. Then please contact your credit card company and/or bank as there is often a processing time before a refund is received and credited.
If you have done all of this and you still have not received your refund, please contact us at customerservice@propoptions.co.uk and we will be happy to investigate further.
Sale, outlet and clearance items
Sale, outlet and clearance items are covered by the same returns policy as full price items, and the same 14 day and 30 day timescales apply. Please note that as these are often one-off or final-run pieces, we may not be able to offer a replacement or an exchange for the same item, in which case we will offer a refund instead.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange your purchase for the same item, or would like to exchange your purchase for an alternative product, please raise a return through your account in the same way as a standard return and let us know in the notes that you would prefer an exchange. Once your request has been accepted we will confirm the next steps, including where to send your item.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you. If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send the refund to the gift giver and they will find out about your return.
Shipping
All returns must be raised and accepted by us before sending. The return address will be provided in your return acceptance email, along with full instructions.
You, the customer, are responsible for paying all shipping costs for returning your item(s). Relevant shipping costs associated with your order are non-refundable. If you request a refund, any shipping costs or duties and taxes incurred by us will be deducted from your refund.
When requesting an exchange, please be aware that depending on your address the time it may take for your exchanged product to reach you may vary.
If returning your order, or an item from your order, we strongly advise that you use a signed and tracked postal service and, where necessary, purchase shipping insurance. Please always request proof of postage with tracking information and keep this safe until your return is complete. We are not responsible for the return of your item(s) and are unable to guarantee that we will receive them. If items are lost or damaged in the post it is your responsibility to claim for this loss from the postal or courier service you have used.
Cancellations
Order Amendment or Cancellation
Should you need to amend or cancel your order we will do our best to help. Please get in touch with our Customer Service team prior to despatch if you wish to cancel or amend your order. Whilst we will do our utmost to fulfil your request, due to the speed at which our warehouse operates it is not always possible to update or cancel your order. Please note, once your order has been despatched we are unable to cancel your order and our returns policy will become applicable (please see above). Thank you for your understanding.
