We want to ensure you are always happy when shopping with us, but just in case there is a problem, we gladly offer returns and exchanges through our returns policy:
Items faulty on arrival
You have 30 calendar days from receipt of your order in which to inspect the goods and advise us if they were faulty on arrival. During this initial 30 day period you are covered by our quality guarantee in addition to your normal rights and will qualify for a replacement or full refund once the faulty items have been returned to us if required, in their original packaging complete with all accessories and documentation. We will cover the costs incurred for returning the item or provide a freepost label. With a faulty item, once received, we will issue your replacement or refund you via your original payment method and reimburse your reasonable return carriage costs.
Maison & White and Pukkr Branded products are eligible for ‘Satisfaction Guarantee’. This Guarantee starts from the date you receive your goods and the duration is 60 days. This means in the case that you are not 100% satisfied with the goods or the quality, you can return it back to us, if required, for a full refund or replacement. If the items are not faulty, you are responsible for the return postage costs. This only applies to the mentioned products.
No longer need / want the item
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 (ICAC) you can do so provided you inform us of your decision within 14 days of receipt. The item must not be used and must be 'as new' when returned to us. On receipt we will refund the purchase price of the ordered items that are returned. Please email us firstly to obtain Returns Authorization Number and return back to us. You are responsible for paying the postage costs back to us if you have changed your mind or no longer want the product.
How to request for a Return Authorisation Number ("RAN")
Returning goods to us without a Returns Authorisation Number is likely to cause a significant delay in processing. If your item is defective or an unwanted purchase (within 14 days of receipt), please contact us firstly (including the date of receipt) and one of our team members will email you back with a Returns Authorisation Number.
Returning parcels back to us
Unless we have provided you with a prepaid label, you will need to pay the return postage and for safety. We would recommend you use a recorded delivery service and keep the proof of postage. Your parcel is your responsibility until it reaches us. We cannot accept liability for goods that get lost or damaged in transit back to us.
All items must be returned to us in their original condition unless we are notified as the reason why. With this in mind, please follow the instructions above - failure to do so may result in us being unable to accept your return.
Faults developing later
In the event that an item develops a fault after the initial 30 day inspection period, we will do our best to assist you. For up to 6 months after the purchase date we may be able to arrange a repair, replacement or partial refund. We will also cover the costs incurred for returning the item - this must be arranged prior to the return.
A fault may be covered by a manufacturer's warranty, in which case we recommend that in the first instance you contact the manufacturer through their warranty direct. For items which include warranty registrations, you may need to complete these registrations in line with the manufacturers instructions to be able to benefit from the warranty.
In the event that an item needs to be returned to us rather than directly to the manufacturer, our technicians will inspect the item and seek the assistance of the manufacturer in repairs, but this may take some time. If a returned item is found not to be faulty by our technicians, we will return the item back to you.
You won't be able to get a repair, replacement or partial refund if the fault is due to normal wear and tear or the goods have lasted for as long as you can reasonably expect. Wear and tear includes (but is not limited to) faults caused by accidental damage (including water damage), using the product outside of the intended use or against manufacturers instructions, damage caused by pets or external factors, or simply the physical deterioration over time from wearing or using the product.
If you have any queries please do not hesitate to contact our Customer Services Team who will be more than happy to help.