Return Policy
If you change your mind, you have 14 calendar days to cancel your order. This cancellation period starts on the day after you receive your order. If your order is divided into multiple deliveries, the cancellation period starts on the day after you receive all the products in your order. Please see paragraph 5 below for information on how to return your products.
If you receive faulty products, you are also entitled to return these products and ask us to repair or replace them, or to receive a refund. Further details on this are set out below.
Please note that, except for any faulty products (for which see paragraph 2 below):
- Items must be returned within 28 days of receipt.
- Any returned products must be sent to us within 28 days of the date you notify us of your intention to return the product.
- Returned products should be sent to us in their original condition, together with the original packaging and all tags.
- All products will be inspected when they are returned. When trying on clothing, please use care with the product (e.g., do not use too much force when zipping) and do not wear products that may leave marks or odors on the product (e.g., makeup, artificial tanner, perfume, deodorant, cologne, etc.).
- Products must be returned unworn and unwashed.
- We do not accept returned products that show signs of being worn or washed, including products that are stained or otherwise marked or damaged.
We reserve the right to refuse a refund if a product is returned to us that has been worn, used, damaged, or in an unsaleable condition. Alternatively, we reserve the right to reduce the refund amount to reflect the reduced value of the product.
In addition:
- For health and hygiene reasons, products cannot be returned if the packaging has been removed, or if the seal has been removed, tampered with, or damaged.
- Underwear, swimwear, and fashion face coverings can only be returned if the hygiene seal has not been removed and all tags are intact.
- Shoes must not be worn outdoors when returned but may be tried on indoors (but not on any stone or tile floors). Any footwear returned must be in the original box (if any) and the original shoe or dust bag (if any).
This does not affect any other rights you may have at law.
Restrictions on your account
We reserve the right to block your customer account at our sole discretion if you breach this Returns Policy or breach our Website Terms of Use or our Terms and Conditions of Sale, including returning used products, or failing to return products related to cancelled orders.
If we suspect fraud, including suspicious claims where an order has been placed but not received, or if we suspect you are returning used or worn products, or if the returned product is not what you ordered, we reserve the right to refuse a refund and restrict your account (and any associated accounts) from placing future orders. If this happens to you and you think we have made a mistake, you can contact us and we will discuss the matter further with you.
If your account is restricted and you need to make a valid return, please contact us and we can assist you further, but you may be required to bear the costs of returning the product to us. We reserve the right to take legal action if fraud, whether suspected or confirmed, is committed on your account.
This does not affect any rights you may have at law.
Defective Products
If you receive a defective product, or discover that a product you purchased from us is defective, please email us and let us know as soon as possible so that we can consider the matter further.
When you first contact us, please provide the following information via the fault report:
- Order number.
- Date of purchase.
- Pictures and/or video of the fault.
- Description of the fault.
Once we have received the information requested above, we will consider the issue and we may need to ask you for some further details before we can decide how (if at all) to help you.
If we accept that the product is defective, we may, at our discretion, offer you a repair, a replacement (of the same type, or a replacement product of similar or lesser value), or a refund or part refund, which may be by way of an e-gift voucher. Our decision on this will depend on our assessment of the fault.
If we do not accept that the product is defective, we will notify you of our decision. Please be assured that any information you provide will be processed in accordance with our Privacy Notice. Our Privacy Notice is available here.
Any decision we make will not affect any other consumer rights you may have under the law.
Contact Us to Cancel Your Order
There are several ways to contact us to cancel your order, you can:
Send an email to: service@palmpuffhoodie.com
for the time periods for cancelling your order and the products you can and cannot return. All returns are quality checked anyway—products should be returned in new, unused condition, with labels attached and in the original packaging whenever possible. No refund will be given if the returned product does not comply with our return policy.
How long does it take to process my return?
It may take up to 28 days from the date of your return for your package to be delivered back to our warehouse and for your refund to be processed. Once we have received your return, the next step is for us to inspect the product. Once inspection is complete, we will refund your accepted return product unless there are any issues with the returned product, as follows:
- If you paid by credit or debit card, we will process your refund within 14 days of receiving your product, and the funds should appear on your bank statement in approximately 7 business days (depending on your card issuer).
Finally, we will make sure to keep you updated and email you as soon as your package returns to our warehouse and again once we have processed your refund.
If you have further questions or need assistance, feel free to contact us at service@palmpuffhoodie.com.