Refund policy

10. Your cancellation and refund rights if you are a consumer

10.1. If you are a consumer, you have a legal right to cancel a Contract during the period set out below in clause 10.3. This means that if you change your mind or for any other reason and you decide you do not want to keep a Product during the cancellation period, you can notify us of your decision to cancel the Contract and receive a refund. You do not have to give us a reason for exercising your right to cancel during the period set out below in clause 10.3. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.

10.2. However, this cancellation right does not apply in the case of any personalised or custom-made products

10.3. Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (i.e. the date on which we email you to confirm our acceptance of your Order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out below:

Your Contract is for a single Product:

The end date is 14 days after the day on which you receive the Product.

Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the Product on 10 January, you may cancel the Contract at any time between 1 January and the end of the day on 24 January.

Your Contract is for multiple products which are all delivered on the same day:

The end date is 14 days after the day on which you receive the Products.

Example: if we provide you with a Dispatch Confirmation on 1 January and you receive all of the Products on 10 January, you may cancel the Contract at any time between 1 January and the end of the day on 24 January.

Your Contract is for multiple Products which are delivered on separate days:

The end date is 14 days after the day on which you receive the last of the separate Products ordered.

Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the first of your separate Products on 10 January and the last of your separate products on 15 January, you may cancel the Contract in respect of any or all of the separate Products at any time between 1 January and the end of the day on 29 January.

0.4. To cancel a Contract, you just need to let us know that you have decided to cancel by contacting our customer service team. You can do this by submitting a request through your account orders page, by the form on our contact us page, by email to customer.services@pampeano.com, by telephoning +44 (0) 1865 773709 or by letter addressed to pampeano, 9 Station Field, Kidlington, OX5 1JD.

If you are emailing us or writing to us please include details of your order to help us to identify it (e.g. your order number, name, email address, etc). If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you send us the email or post the letter to us. For example, you will have given us the notice in time as long as you get your letter into the last post on the last day of the cancellation period (with the correct postage paid) or email us before midnight on that day. You may wish to keep a copy of your cancellation notice for your own records.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

10.5. If you cancel your Contract and subject to you complying with clause 10.6 we will:

• 10.5.1. refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your unnecessary handling of them in a way which would not be permitted in a shop (i.e. your handling them in a manner other than what is necessary to establish the nature, characteristics and functioning of the Products) or where the item has not just been checked, but used or worn.
• 10.5.2. refund any delivery costs you have paid in having the Products delivered to you, although, as permitted by law, the maximum refund in respect of delivery costs you have paid will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a Product within 2-4 days at one cost, but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
• 10.5.3. make any refunds to you without undue delay and in any event within the deadlines indicated below:

o10.5.3.1. if you have received the Product and we have not offered to collect it from you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information on how to return a Product to us, see clause 10.6;

o10.5.3.2. if you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Contract.

Please note that we may withhold reimbursement until you have complied with the requirements of clause 10.5.3.1.

10.6. If the Products were delivered to you before you decide to cancel your Contract:

• 10.6.1. you must return the Products to us without undue delay and within no more than 14 days after the day on which you let us know that you wish to cancel the Contract. The deadline is met if you send back the Products before the period of 14 days has expired. You can send the Products back to us at Customer Services, pampeano, 9 Station Field, Kidlington, OX5 1JD.
• 10.6.2. unless the Products are faulty or not as described (in this case, see clause 12), you will be responsible for the cost of returning the Products to us and for ensuring that the Products returned to us are not damaged in transit (please see clause 13.1). If the Product is one which cannot be returned by post, we estimate that if you use the carrier which delivered the Product to you, these costs should not exceed the sums we charged you for delivery of the Products to you.;
• 10.6.3. for certain larger Products we may offer (at our discretion) to arrange collection of the Products on your behalf. Where this is the case, we may contact you and offer to collect the Products from you. In such circumstances, you agree that you will be responsible for paying the cost of the collection. We will collect the Products from the address to which they were delivered. We will contact you to arrange a suitable time for collection. If we have offered to collect the Product from you, we will charge you the direct costs to us of collection. We will notify you in advance of the cost of collection of the Products from you. For the avoidance of any doubt, this clause is not an offer to collect any Product(s) from you in the event that you cancel a Contract;
• 10.6.4. you must take reasonable care of the Products and keep them in your possession and not use them until they are returned to us or collected by us.

10.7. Where reasonably possible, please return Products to us in their original packaging.

10.8. Because you are a consumer, we are under a legal duty to supply Products that are in conformity with the Contract.

11. Your statutory legal rights if you are a consumer

11.1. We are under a legal duty to supply Products to you that are in conformity with the Contract. See the box below for a summary of your key legal rights in relation to Products you purchase from us. Nothing in these Terms will affect, exclude or limit your statutory legal rights.

Summary of your key legal rights

This is a summary of your key legal rights. Please note that the information below is only a summary and that certain exceptions apply to each of your key legal rights. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

The Consumer Rights Act 2015 says the Products we provide to you must be as described, fit for purpose and of satisfactory quality. If, during the expected life of your Product, it is faulty, your legal rights entitle you to the following:

• up to 30 days: then you can reject the faulty Product and get a full refund of all the money you paid under the Contract in respect of the faulty Product.
• up to six months: you can ask us to repair or replace a faulty Product and to bear any necessary costs of doing so. If your faulty item can't be repaired or replaced, then you may be entitled to a full or partial refund of the money you paid under the Contract in respect of the faulty Product.
• up to six years: if the item can be expected to last up to six years, you can ask us to repair or replace a faulty Product and to bear any necessary costs of doing so. If your faulty item can't be repaired or replaced, then you may be entitled to a full or partial refund of the money you paid under the Contract in respect of the faulty Product.

11.2. If you wish to exercise your legal rights to reject a faulty Product or to return a faulty Product to us for repair or replacement you must post the faulty Product back to us or (if they are not suitable for posting) allow us to collect the faulty Product from you. We will pay the reasonable costs of postage or collection. Please call customer services on +44 (0) 1865 773709 or email us at customer.services@pampeano.com for a returns information or to arrange collection.

11.3. Once we have received the Products from you and if you and we agree that the Products are faulty:

• 11.3.1. we will issue any refund due to you without undue delay and in any event within 14 days, beginning on the date on which we agree that you are entitled to a refund;
• 11.3.2. we will carry out any repairs or replace any faulty Products within a reasonable time.

12. Our returns policy

12.1. In addition to your right to cancel a Contract pursuant clause 10, we also operate a no quibble returns policy. If for any reason you are not satisfied with any Products, you may return them to us within 14 days of purchase for a refund or for an exchange.

12.2. To be eligible under our returns policy, all returned Products must be returned "as sold" (i.e. in re-saleable condition, unworn in their original packaging and with all swing tags attached to the Product). If Products you return to us do not comply with this requirement, we cannot accept the returned Product and we will return it to you at the address provided in the order process as soon as reasonably possible. Subject to clause 10 and clause 14.3, we exclude all further liability to you for Products you return to us that are not returned "as sold".

12.3. If you wish to return Products to us under our returns policy, please send the item to pampeano returns, 9 Station Field, Kidlington, OX5 1JD. Please enclose the original proof of purchase (i.e. the dispatch note enclosed with the Products) along with your contact details, reason for return and return address and whether or not you would prefer a refund of the Product price or replacement Products (should we determine you are entitled to such a refund or replacement Products pursuant to clause 12.4).

12.4. When you have returned the Products to us, we will examine the Products and (if we consider that the Product satisfies the requirements of clause 12.2) we will arrange for a refund of the Product price (including the delivery cost you paid to us when you submitted your order) or an exchange of the Product for a replacement, depending on the option you indicated on the returns form when you returned the Products to us:

• 12.4.1. if you choose a refund of the Product price, we will process your refund in accordance with clause 13.2.2 below; or
• 12.4.2. if you choose an exchange of the Product for a replacement Product, we will send the replacement Product to you at the address provided in the order process (unless you instruct us to the contrary) as soon as reasonably possible and we will pay the cost of delivery.

12.5. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the return as though you elected for a refund under clause 12.4.1.

12.6. Please note that where you have ordered personalised or bespoke Products from us, we are unable to accept returns or exchanges of such Products, unless the Products are damaged, materially defective, not as described or (if you are a consumer) the Products breach your statutory rights. As an exception, you may exchange a personalised belt for a charge of £20 made payable to pampeano Ltd.

13. Returning Products to us and our refunds policy

13.1. When you return products to us under clause 10 (Your cancellation and refund rights if you are a consumer), clause 11 (Your legal rights if you are a consumer) or clause 12 (Our returns policy):

• 13.1.1. if you chose to return any products to us we will not be responsible for loss or damage to them in transit. We therefore recommend that these are returned to us using a reputable recorded delivery service. If Products are damaged or lost in delivery we reserve the right to charge you, or not to refund any amounts due to you, that are attributable to the loss or damage;
• 13.1.2. we will refund to you on the credit card or debit card or PayPal account used by you to pay us for the Products. In any event, you will not incur any fees as a result of the reimbursement.
• 13.1.3. where you request for us to deliver a Product to a third party you will only be able to exercise your rights if you can return the goods to us or we can arrange with the third party to collect them.

13.2. When you return to us any Products that you have ordered from us:

• 13.2.1. because you have cancelled the Contract between us within the fourteen day cooling-off period (see clause 10 above), we will process the refund due to you as soon as possible and, in any case, in accordance with clause 10.5.
• 13.2.2. and you accept our offer of a refund under clause 12.4.1, we will usually process the refund due to you as soon as possible and usually within 30 days of the day we confirmed to you via email that you were entitled to a refund for the returned Product. Please note that when returning a Product to us under our returns policy (clause 12), we are unable to reimburse the cost of returning the Products to us.

13.3. In the event that your Products are lost during delivery, we are unable to offer any refund on missing/lost Product(s) until Royal Mail has deemed that the parcel has been lost via their missing parcels claims procedure. Please let us know if you have not received your Products:

• 13.3.1. 15 days after the date we sent the Dispatch Confirmation to you, if the Products were sent to an address in the mainland United Kingdom; or
• 13.3.2. 25 days after the date we sent the Dispatch Confirmation to you, if the Products were sent to an address outside the mainland United Kingdom,
• And we will liaise with the Royal Mail to determine whether the Products have been lost. If the Royal Mail (via its lost parcel claims service) deems that the Products have been lost, we will contact you (via the email address you provided when you submitted your order to us) to let you know that the Products have been lost and to offer you a choice between a refund of the Product price [(including the delivery cost you paid to us when you submitted your order)] or a replacement Product (subject to our having a replacement Product in stock):
• 13.3.3. if you choose a refund of the Product price, we will process your refund in accordance with clause 13.2.2 above; or
• 13.3.4. if you choose a replacement Product, we will send the replacement Product to you at the address provided in the order process (unless you instruct us to the contrary) as soon as reasonably possible and we will pay the cost of delivery, unless you have asked us to send the replacement Product to you via our express delivery service.

We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the return as though you elected for a refund under clause 13.3.3.

14. Our liability to you (YOUR ATTENTION IS DRAWN PARTICULARLY TO THIS CLAUSE)

14.1. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a natural, foreseeable result of our breaking these Terms or our failure to exercise reasonable care and skill, but we are not responsible for any loss or damage that is not so foreseeable. Loss or damage is foreseeable if it obvious that it will happen or if, at the time the Contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

14.2. We only supply the Products for domestic and private use to consumers. You agree not to use the product for any commercial, business or re-sale purposes, and in any event we will have no liability to you for any loss of profit, loss of enjoyment, loss of or damage to reputation or goodwill, loss of business, business interruption, or loss of business opportunity.

14.3. We do not in any way exclude or limit our liability for:

• 14.3.1. death or personal injury caused by our negligence or that of our officers, employees, agents or subcontractors;
• 14.3.2. fraud or fraudulent misrepresentation;
• 14.3.3. any liability that cannot be excluded or restricted under section 31 of the Consumer Rights Act 2015;
• 14.3.4. defective products under the Consumer Protection Act 1987;
• 14.3.5. any other liability for which it would be unlawful for us to attempt to limit or exclude liability.