We hope that you enjoy the purchases you make from Pansewn Studios Ltd. However, if you wish to return an item, you may do so in accordance with your statutory rights or in accordance with this returns policy.
Our returns policy
If you’ve changed your mind about keeping your purchase, please return it within 14 days in its original condition with proof of purchase. We’ll exchange or refund it, as long as it meets our terms and conditions explained on this page.
By original condition we mean:
- You’ve kept all original packaging and labels in good condition and the product can be resold at full price.
- You haven’t used the product.
- The product contains no personal data and wasn’t a custom piece.
How to return
Online purchases can be returned via post.
Please use the Returns form which can be found here.
What can't be returned
- Purchases received over 30 days ago.
- Items you’ve opened or unsealed, other than where necessary to inspect.
- Items without the original packaging or labels.
- Items or packaging in poor condition.
- Products made or cut to your own specifications (custom-made orders).
- Products that can’t be returned for hygiene reasons.
Processing Returns
Once we have received an item you wish to return:
- We will check the item you have returned within, wherever possible, 14 days.
- If we confirm that the item and your returns procedure comply with the requirements set out in this returns policy:
- We will let you know that your return has been recevied and accepted.
- You will receive a refund via your original payment method, usually within 7 days of a return being accepted. Or, if an exchange is available and agreed to instead, your new item will be delivered to you within our usual delivery timeframes.
- If the item returned or your returns procedure does not comply with the requiremtents set out in this returns policy:
- We will let you know why your return has not been accepted.
- We may offer a reduced refund (e.g. if an item is returned damaged)
- You will have the option to take the item back (note that you may be required to pay for delivery if necessary).
Returns Cost
For unwanted or accidental orders shipping charges will apply to the customer for the return. Items that are faulty or damaged return shipping charges will be covered by Pansewn Studios Ltd at the standard shipping rates.
Processing refunds
You will receive a refund within 14 days of the returning of the item to the same payment method you used. When a return is made following the requirements and procedures set out in this returns policy, a customer is entitled to a full refund of the price you paid for the item(s):
- Taking into account any discounts that were applied at the time of purchase.
- Standard delivery costs only, if you paid for a more expensive delivery option only the cost of standard delivery will be refunded, where the item is faulty or damaged.
Returning Faulty Items
If your product develops a manufacturing fault within 30 days of purchase, please return with proof of purchase and we’ll exchange or refund it.
After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.
Exchanges
If you wish to exchange an item purchased for another item (e.g. the same product in a different size or colour) you should return the purchased item as usual (i.e. as set out above)and, during the returns process, indicate your wish to exchange your item for a new item and specify exactly which item you wish to exchange for. Then:
- If the requested exchange is possible, we will send the new item to you once the item being returned has been received.
- If the requested exchange is not possible (e.g. because the requested item is not in stock or has a different price), we will inform you of this and provide a refund instead. You may then choose to purchase an alternative item from us by starteing a new purchase.
A Customer's Statutory Rights
The returns process provided under this Returns Policy is provided in addition to customers’ statutory rights and this Returns Policy does not diminish these statutory rights in any way – it simply provides our customers with an additional returns option.