STRAIGHTFORWARD RETURNS
Returns & Refunds
We want you to be happy with your Pure Patina piece. If something isn't right, or you've changed your mind about an eligible order, here's what you need to know.
CHANGED YOUR MIND?
For Available Now and other eligible standard, non-personalised pieces bought online, you normally have 14 days after receiving your order to tell us you want to cancel. You then have a further 14 days to return it. For a change-of-mind return, you are responsible for the cost of returning the piece to us.
MADE TO ORDER
A standard Pure Patina design isn't automatically excluded from returns simply because we make it after you order. Normal cancellation rights apply unless the piece has been made to your specifications or clearly personalised.
BESPOKE & PERSONALISED
Pieces made to your individual specifications or clearly personalised are generally not covered by the standard change-of-mind cancellation right. This does not affect your rights if the piece is faulty, not as described or doesn't match what was agreed.
FAULTY, DAMAGED OR INCORRECT?
Contact us as soon as reasonably possible. Include your order number and photographs where helpful. For transit damage, please also keep the packaging while we investigate. This does not affect your statutory rights if the piece is faulty, damaged, incorrect or not as described.
RETURNING A PIECE
CONTACT US FIRST
Please don't send anything back before contacting us. We'll give you the correct return instructions for the size and circumstances of your order. For a change-of-mind return, you are responsible for return carriage. Because some Pure Patina pieces are large, return costs can vary by size. If the goods are faulty, damaged or supplied incorrectly, we'll deal with the appropriate return or collection costs where required by law.
REFUNDS
For an eligible cancellation, we'll refund the price paid and our standard outbound delivery charge, if one was paid. Refunds are made without undue delay and within the statutory timeframe, normally to the original payment method. If handling beyond what is reasonably necessary has reduced the value of the goods, a deduction may be made where the law allows.
YOUR RIGHTS ARE PROTECTED
NOTHING HERE AFFECTS YOUR STATUTORY RIGHTS
This page is a straightforward summary for customers. Our full Return & Refund Policy contains the detailed terms.
READ THE FULL POLICYNEED HELP WITH A RETURN?
Get in touch before sending anything back and we'll help you with the next step.
CONTACT US
