Returns

Returns and refunds

We want you to be happy with your order. Please contact us before sending anything back so that we can give you the correct return instructions.

Stock items

If you are a consumer who bought a stock item online, you may tell us that you wish to cancel within 14 days of receiving your order. After telling us, you have a further 14 days to return the item.

Items should be returned complete and in a re-saleable condition. You may inspect an item as you would in a shop, but we may reduce the refund if its value has been reduced by unnecessary handling, use or damage.

Unless an item is faulty, damaged or not as described, you are responsible for the cost and safe return of the goods. We recommend using a tracked service and retaining proof of postage.

Made-to-measure and personalised items

Products made to your measurements, personalised for you, engraved, printed or otherwise custom-made cannot normally be cancelled or returned simply because you have changed your mind. This does not affect your statutory rights if the item is faulty, damaged or not as described.

Faulty, damaged or incorrect items

Please contact us as soon as reasonably possible if an item arrives faulty, damaged, incorrect or not as described. Photographs of the product and packaging help us resolve delivery damage quickly. We will arrange the appropriate repair, replacement, collection or refund in accordance with your statutory rights.

Refunds

For an eligible change-of-mind return, we refund the product price and the cost of our least expensive standard outbound delivery option. Any additional amount paid for an enhanced or express delivery service is not refundable unless the order was faulty, damaged, incorrect or not as described.

We will issue an eligible refund to the original payment method within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been sent back, whichever is earlier. Your bank or payment provider may take additional time to show the credit.

How to request a return

Email retail@puffinplastics.co.uk or call 01730 763161, quoting your order number and the reason for the return.

Approved returns should be sent to:

Puffin Plastics Retail Ltd
Unit 11 New Buildings Farm
Winchester Road
Stroud
Petersfield
Hampshire
GU32 3PB
United Kingdom

This policy does not affect your statutory rights.