Refund policy

Returns & Refunds

Changing your mind

You have the right to cancel an online order without giving a reason. You must tell us that you wish to cancel within 14 days of receiving the product. After notifying us, you then have a further 14 days to return it.

To begin a return, email support@percelos.co.uk with:

  • Your name
  • Order number
  • Product being returned
  • Date received
  • Confirmation that you wish to cancel the order

We will provide return instructions and the appropriate returns address.

UK distance-selling customers generally have 14 days after delivery to notify the seller of cancellation, followed by another 14 days to return the goods. Failure to inform customers of this right can substantially extend the cancellation period.

Return condition

You may inspect the product in the same way that you reasonably could in a physical shop. For a change-of-mind return:

  • The product should be returned clean and undamaged
  • All accessories, manuals and supplied components should be included
  • The original packaging must be in good condition, fit for purpose and not damaged
  • The product must be packaged securely for return transit
  • Do not place labels or tape directly onto the retail product box

We may reduce the refund to reflect a loss in value caused by handling beyond what is reasonably necessary to inspect the product's nature, characteristics and operation. The absence of original packaging will not automatically remove your statutory rights, although damage or loss in value caused by inadequate packaging or excessive handling may affect the refund.

Return postage

For change-of-mind returns, the customer is responsible for the cost of returning the product. We recommend using a tracked and insured service. Percelos cannot be responsible for a return until it has been received.

Where a product is confirmed as faulty, damaged on arrival or incorrectly supplied, Percelos will provide or reimburse reasonable return arrangements.

Faulty, damaged or incorrect products

Contact us promptly if your order arrives damaged, develops a fault or is not the product you ordered. Email support@percelos.co.uk with:

  • Your order number
  • A description of the issue
  • Photographs or video showing the problem
  • A photograph of the packaging where delivery damage is involved

We may ask you to complete reasonable troubleshooting before arranging a return. Reporting delivery damage quickly helps us investigate it, but this request does not restrict your legal rights.

Goods must be as described, of satisfactory quality and fit for purpose. Consumers can be entitled to a refund, repair or replacement where goods do not meet those standards. A voluntary warranty cannot remove those rights.

Refunds

Once your return has been received and inspected, we will notify you of the outcome. Approved refunds will be issued to the original payment method.

For a valid cancellation, refunds will be processed within 14 days of:

  • Percelos receiving the returned goods; or
  • You providing evidence that the goods have been sent back, if earlier

Where delivery was charged, we will refund the cost of the least expensive standard delivery option offered at the time of purchase. Additional amounts paid for premium or expedited delivery are not normally refundable. Your bank or payment provider may require additional time to display the refund after it has been issued.

Exchanges

Because Percelos currently sells one product in two colours, the simplest process is normally to return the original product for a refund and place a new order for the preferred colour. Where practical, our support team may offer an exchange instead.

Returns address

Do not send a product to the Percelos registered office without prior authorisation. After you contact us, we will provide the correct returns address and instructions. Unauthorised returns may be delayed or sent to a location that cannot process them.