Refund policy

 

Return and Refund Policy 

We want you to be completely satisfied with your purchase. This Returns and Refund Policy outlines your rights and our obligations under UK law. 

By placing an order with us, you agree to this policy. 

1. You have the legal right to cancel your order within 14 days without giving any reason.
   1. The cancellation period expires 14 days after the day you (or a nominated person) receive the goods. 
   2. To exercise your right to cancel, you must inform us of your decision in a clear statement by email. 
      
   3. Refund of Payments:
      1. If you cancel your order within this period, we will:
         1. Refund the full purchase price and standard delivery costs,
         2. Make the refund within 14 days of receiving the returned goods (or of you providing proof of return),
         3. Refund via the same payment method used for the original transaction. 
   4. Return of Goods:
      1. You must return the goods to us within 14 days of informing us of your cancellation.
      2. Items must be unused, in their original condition, with all original tags still attached, and with original packaging. We reserve the right to refuse a refund (or reduce the refund) if the goods are not returned in re-saleable condition (for example if tags are removed or packaging damaged).
      3. You are responsible for the cost of returning the goods, unless they are faulty or not as described.
      4. You must return your order by using an established delivery or courier service to our address and we advise retaining proof of postage accordingly. 
2. Exceptions to the Right to Cancel
   1. You do not have the right to cancel in respect of:
      1. Personalized or custom-made goods 
3. Faulty, Damaged or Incorrect Items
   1. If your item is faulty, damaged, or incorrect:
      1. Contact us by email at info@grandpear.co.uk with your order number, description, and (if possible) photos. 
      2. We may ask you to return the product for inspection.
      3. If the item is confirmed to be faulty, we will:
         1. Offer a repair, replacement, or full refund,
         2. Cover all reasonable return shipping costs.
      4. Timeframes:
         1. Within 30 days: You can claim a full refund for faulty goods.
         2. After 30 days (up to 6 months): We may offer a repair or replacement before a refund.
         3. After 6 months: You may still be entitled to a repair, replacement or a partial refund if you can prove the fault was present at delivery.
4. Mohair and Natural Fiber Characteristics
   1. Many of our garments are made from mohair, a natural and luxurious fiber known for its softness, warmth, and unique texture. 
   2. Please note the following:
      1. Brushed mohair naturally sheds some loose fibers, especially during the first few wears or until it settles. This is an inherent characteristic of the fabric due to the finishing process and is not considered a manufacturing fault or defect.
      2. Shedding typically reduces and stabilizes after a few wears, as the excess surface fibers are released/ 
   3. By purchasing a brushed mohair item, you acknowledge and accept these natural qualities as part of the fabric's charm and texture. 
5. How to Return an Item
   1. To initiate a return:
      1. Contact our Customer Service Team by email at info@grandpear.co.uk
      2. We will provide return instructions and a returns address. 
      3. Please ensure items are securely packaged and include your order number. 
6. Refund Processing
   1. Refunds will be made to the original payment method only.
   2. Please allow up to 14 days from receipt of your return for processing. 
   3. You will receive an email confirmation once your refund has been processed.

Contact us 

If you have any questions about this Returns and Refund Policy, please contact us by email at info@grandpear.co.uk