RETURNS
We're committed to selling high-quality products we hope you'll enjoy using but we also know that, for one reason or another, there may be a time when you need to exchange or return something you've bought.
- What is your returns policy?
- How do I return my order?
- How long will it take for you to process my return?
- Do you refund the initial delivery cost to me when I make a return?
- Most online companies offer free returns, why don’t you?
- What is your refund policy for goods bought in Sale?
What is your returns policy?
We hope that you are happy with your purchases, but if for some reason you wish to return them, here are our guidelines:
- You have 14 days from the day you receive your order in which to return all or part of it for a full refund.
- All online Sale items are refundable, but these must be returned within 7 days of receipt.
- We are more than happy to process a full refund on all items so long as they are returned in an unworn and undamaged condition.
How do I return my order?
Your order will have enclosed paperwork that explains how and where to return your order.
You will need to fill out the enclosed Returns Form stating your reason for return. Please take the time to fill this in carefully as your feedback is extremely important to us.
Carefully wrap your items and if possible re-use the original packaging to return your goods.
Return to the following address using a trackable postage option:
- Xcelcius Returns Department
- Praybourne Limited
- Unit 11 Dunlop Road
- Hunt End Industrial Estate
- Redditch
- Worcestershire
- B97 5XP
We highly recommend using a Recorded or Special Delivery service as we will not be able to refund items lost in the post. Please retain your proof of postage as this lists your Track and Trace reference.
How long will it take for you to process my return?
We aim to refund your returns as quickly as we dispatch them, but during busy periods especially at the beginning of a new season this may not always be possible. We will make sure that all returns are refunded within or up to 30 days of receipt by us. Once your refund has been processed you will receive a confirmation by email.
Do you refund the initial delivery cost to me when I make a return?
No. We do not refund any delivery charges. We will only refund your postage costs if you are returning an item that is either deemed to be faulty or if we have mistakenly sent you the incorrect item.
Most online companies offer free returns, why don’t you?
Not all companies offer free returns for their customers and those that do have to increase the costs of their goods to accommodate this. At Xcelcius we would rather keep the costs of our items down rather than increasing their value. If you are unable to return your goods to a store you will need to cover the cost of the return postage yourself.
What is your refund policy for goods bought in Sale?
All items will be refunded at the price actually paid. If you have any queries regarding returning sale items, please email: enquiries@praybourne.co.uk