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Refund Policy

A legal disclaimer

The explanations and information provided on this page are only general and high-level explanations and information on how to write your own document of a Refund Policy. You should not rely on this article as legal advice or as recommendations regarding what you should actually do, because we cannot know in advance what are the specific refund policies that you wish to establish between your business and your customers. We recommend that you seek legal advice to help you understand and to assist you in the creation of your own Refund Policy.

Refund Policy - the basics

We want you to be fully satisfied with your purchase. This policy outlines your rights and our procedures in line with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Returns (Change of Mind)

You have the right to cancel your order within 14 days of receiving your item for a full refund.

To be eligible:

  • The item must be unused, in its original condition, and in original packaging

  • You must notify us within 14 days of delivery

  • You must return the item within 14 days of notifying us

Important:

  • Return shipping costs are the responsibility of the customer

  • We recommend using a tracked service, as we are not responsible for lost returns

Non-Returnable Items

For hygiene and safety reasons, certain items may not be eligible for return unless faulty, including:

  • Used products

  • Opened items where hygiene seals are broken

  • Personalised or custom-made products

Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to a refund, replacement, or repair if your item is:

  • Faulty

  • Not as described

  • Not of satisfactory quality

If your item arrives damaged or faulty:

  • Contact us within 48 hours of delivery

  • Provide clear photos of the issue

  • We will resolve the issue promptly (refund, replacement, or repair)

We will cover return costs for faulty or incorrect items.

Refunds

Once your return is received and inspected:

  • Refunds will be processed to your original payment method

  • Please allow 5–10 working days for funds to appear

We reserve the right to:

  • Deduct an amount if the item shows signs of use beyond what is necessary to inspect it

  • Refuse a refund if the return conditions are not met

Order Cancellations

  • Orders can be cancelled before dispatch for a full refund

  • Once an order has been dispatched, it must be returned in line with our returns policy

Contact Us

To start a return or report an issue, please contact:

Email: support@purleyradiant.com

Order Number: Required for all requests

Legal Notice

This policy does not affect your statutory rights under UK law.

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