1. RETURNS & REFUNDS

If you are not happy with your purchase for any reason, you can return it to us and we will refund you with the amount you paid for that item.
All we ask is that you inform us by email [email protected] or post and return the goods within 14 working days from the day after receipt. Return goods at your expense to Renée Pfister, 20 -22 Wenlock Road, London N1 7GU, United Kingdom, in unused condition, in the original undamaged packaging and labels (or packaging of the same quality) for a full refund. We recommend using an insured delivery service. Returns must be made within 14 working days of delivery. Outside the EU, customs duties and sales taxes are non-refundable through Renée Pfister. However, you may be able to recover these by contacting your local customs bureau directly. Exchanges made to destinations outside of the EU will be submitted to the same customs procedures, therefore applicable for duty and tax again. 

You should allow up to 21 days from receipt by us of your returned goods for your refund to be processed. We will normally refund you using the same payment method that you used to purchase the goods. Postage and packaging charges will not be refunded. This does not affect your statutory rights. 

1.1 CANCELLATION
Please note that you are entitled to cancel any contract completed with us within 7 working days of receipt of the goods.
If you do cancel a contract, then you must notify us in writing by sending an email to [email protected] or a letter to Renée Pfister, 20 -22 Wenlock Road, London N1 7GU, United Kingdom. You must retain possession of any goods and ensure that such goods are kept in the same condition as they were when they were delivered until such time when the goods are delivered back to us by you. When you return or exchange goods, you have to cover the shipping charges. You also take responsibility for any goods lost during shipping when exchanging or returning goods.

You also have the right to cancel your order prior to despatch or performance within 2 days of placing it.
 
1.2  DAMAGED OR FAULTY GOODS
We employ professional carriers. Nevertheless, you must examine goods on arrival before signing for it. We will refund the full purchase price including postage and packing of an item which is delivered in a damaged or faulty condition or which develops a fault within 3 months from delivery (other than due to normal wear and tear, or misuse).
Alternatively, at your option, we will replace the goods with the same value or  similar goods (subject to stock availability).
If goods are damaged or faulty, please contact us at once
[email protected]  and no later than 30 working days of receipt, or of the fault developing, and we will arrange a refund or replacement as you request.
Sometimes the goods may change or are not available anymore, in which case, if you request a replacement, we will do our best to offer you a substitute of the same or better quality at the same price. If you are not happy with the replacement, you can return it in accordance with our returns policy as outlined above under paragraph 1.1.
Please allow 30 days from receipt by us of your goods for your refund to be processed or replacement item despatched.
We reserve the right to refuse to issue a refund or replacement goods and to recover the cost of the returns delivery from you in the event that the goods are found to have suffered damage after delivery or has been misused or used other than in accordance with the instructions or if the problem is due to normal wear and tear. This does not affect your statutory rights.
 
Goods purchased are sold subject to additional specific terms and conditions relating to that product/s including, without limitation, terms and conditions concerning estimated delivery times and any warranties. Please ensure that you read such additional terms