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Returns & Refunds

 

We make every attempt to give our customers as much information as possible about the products, so they can make an informed decision on their purchases. Every product has its own description of its features and benefits, compression level, colour choice, size choice, and each product has its unique style number, to make identification of the product much easier for both the customer and staff.

Each product has a size chart or a reference to a size chart, which is unique to that particular product. We recommend that these are adhered to, these are the manufacturers sizing guides, as long as you measure yourself correctly and you have ordered the correct size, the support hosiery will fit you.

Order Cancellation & Returns

Should you wish to cancel the order, please call us immediately on our freephone line 0800 433 4757 or (charged at normal rate from a mobile) on 01353 624624. Alternatively, you can send an email to orders@pebbleuk.com, the order will be cancelled and your money will be refunded immediately for both the products and postage paid.

If the order has already been dispatched, you will have to post it back to us at: Pebble UK, 13 Sand St, Soham, Cambs, CB7 5AA. You will have to pay the return postage which is non-refundable.

Customers have the right to a 14 working day period, which starts from the day you receive your order, it means you have 14 working days to decide whether you want to cancel/return your order for a refund. We cannot refund your postage, as this service has already been used to send you the parcel, but you will get a refund for your goods. Should you make an order that qualifies for free post and you return the order to us, postage will be deducted from the refund amount.

PLEASE NOTE: THE PRODUCTS WE SELL ARE FOR HEALTHCARE PURPOSES, & DUE TO HEALTH & HYGIENE REASONS, ONCE THEY ARE OPENED & TRIED ON, OR OPENED & DAMAGED, WE ARE NOT OBLIGED TO REFUND OR EXCHANGE THE ITEMS (whether in the 14 day period or not).

To qualify for a refund or exchange, the goods must be unopened, intact, in all original packaging, with all original labels.

Refunds

Refunds are normally made within 2 working days of receiving the return. This may be delayed 3rd week in August, when staff holidays and office closures slow up our normal working speed. During this time please wait 7-10 working days.

We will refund you for your products, but postage cannot be refunded. Your returned item/s need to be in in 'as-new' condition as specified above in red (we understand that packaging may get squashed in the post, so please do not worry about this). The refund does not include the cost of the return post, this has to be paid by you.

If your original order has qualified for free post and by returning all or any number of items then makes that order less than the £30 threshold, the postage cost will be charged, by way of deduction in the refund.

If a product has been opened, there is a risk that it has been damaged by being handled (whether tried on or not), so please do not send back products that have been handled.

If you send back an item for a refund and it is found to have been opened, it will be thoroughly inspected. If any damage is apparent or if it is found to have been tried on, we will discard the product and you will not receive a refund. We will offer to post it back to you, but you will have to pay for 2nd Class Signed For post at £3.70.

We cannot refund after 30 days as lapsed after the time you received the goods.

Exchange

As long as your item/s are in 'as new' condition, we are happy to exchange them, however, if your original order benefited from free post, we will have to charge postage for the exchanged item. You will also have to pay for the return post, which is non-refundable by us. 

We cannot exchange items once 30 days has expired from the date of dispatch.

Exchanging International Orders - We are happy to exchange orders that adhere to the above conditions, but postage will be charged.

Please make us aware by email that you are sending them back within 30 days of the dispatch date.

Faulty Item or Our Mistake

Please check your goods on arrival, if you think your product/s may be faulty, then do not try your item on. If you have already worn your item, do not continue to wear it and wash it before returning. Return the goods to: Returns, St. Bernards Villa, 13 Sand Street, Soham, Cambs. CB7 5AA.

Please make sure you include a copy of your delivery note or contact details and please specify what the problem is. After inspection of the goods, if it is a genuine manufacturing fault we will exchange your item and refund your return postage cost. If it is not a genuine fault, then your item will be posted back to you straight away, and no postage costs will be refunded. You may be contacted for a return postage charge.

When a genuine mistake has been made by our team and your goods are not what you ordered, do not open them and try them on as this will prevent an exchange. Please send the item back and we will of course, exchange the item and refund your return postage cost incurred to send the item back. Please make sure the item is unopened and not tried on, and in its original packaging. 

If a mistake has been made on your part during the order process and you have accidentally ordered the wrong thing, as long as they have not been opened and tried on or damaged, then we will exchange your items. If your order benefited from free post, we will have to charge postage for the exchanged item. The customer is also responsible for the cost of returning the product back to us, which is non-refundable by us.

We cannot be held responsible for any product amendments that are made by the manufacturer.

Proof of Posting

When returning goods to us, we would always recommend that you post them from a post office where you can request a free proof of posting certificate, as we know things can sometimes go missing in the post. If you do not request proof of posting and we do not receive the items back, we will not refund your money or send on replacement goods.

If the above guidelines have not been adhered to, we reserve the right to refuse items that have been returned.