RETURN & REFUND POLICY

Last updated: 11 September 2026

At Pollyngrey, we want you to shop with confidence. This Return & Refund Policy explains your rights when purchasing from Pollyngrey.store, including your statutory rights under UK consumer law.

Nothing in this policy limits, excludes or replaces any rights you may have under applicable UK consumer protection legislation.

For any questions regarding a return, cancellation or refund, please contact us at:

Email: help@Pollyngrey.store
Website: Pollyngrey.store

1. Your Right to Cancel an Online Order

When purchasing goods online, you normally have a legal right to change your mind and cancel your order without giving a reason.

You must inform us that you wish to cancel within 14 days after the day on which you, or a person nominated by you, receives the goods.

If an order contains multiple items delivered separately, the cancellation period normally begins after the final item covered by the order has been received where the applicable law provides for this.

To exercise your right to cancel, you must provide us with a clear statement confirming your decision to cancel.

You may contact us at:

help@Pollyngrey.store

You do not have to provide a reason for cancelling.

2. Returning Goods After Cancellation

After informing us that you wish to cancel, you must return the goods without undue delay and no later than 14 days after the date on which you notified us of your cancellation.

Please contact our customer service team before returning an item so that we can provide the appropriate return instructions and return address.

Do not send a return to an address that has not been confirmed for returns.

Our business contact information and applicable geographic business address are provided through our Contact Information and Legal Notice pages.

3. Condition of Returned Goods

You may inspect and handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in broadly the same way as you would be permitted to inspect them in a physical shop.

Returned clothing should, where reasonably possible, be:

• unworn other than for reasonable fitting or inspection;

• free from stains, odours, damage or alterations;

• returned with original labels and tags where these remain attached following reasonable inspection; and

• returned with any accessories or components supplied with the product.

We may make an appropriate deduction from a refund where the value of the goods has been diminished as a result of handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.

This does not affect your rights where an item is faulty, damaged, not as described or otherwise does not conform to the contract.

4. Return Shipping Costs

Where you cancel because you have simply changed your mind, you will normally be responsible for the direct cost of returning the goods to us, unless we have expressly agreed otherwise.

We recommend using a tracked or otherwise secure postal service and retaining proof of postage until your return has been completed.

Where an item is faulty, damaged, incorrect, not as described or otherwise fails to conform to the contract, Pollyngrey will be responsible for reasonable return costs where required by applicable law.

Please contact us before returning a faulty or incorrect product so that we can provide the appropriate instructions.

5. Refunds for Change-of-Mind Cancellations

Where you validly exercise your statutory right to cancel, we will refund the payments due to you in accordance with UK law.

Where applicable, this includes the original standard delivery charge paid for the order.

If you selected a more expensive delivery method than the least expensive standard delivery option offered by us, we are not required to refund the additional cost of that premium delivery service.

We may withhold your refund until:

• we have received the returned goods; or

• you provide evidence that you have sent the goods back,

whichever occurs first where required by applicable law.

The refund will be made without undue delay and, where the statutory cancellation rules apply, no later than 14 days after the relevant refund period begins under applicable law.

Refunds will normally be made using the same payment method used for the original transaction unless you expressly agree otherwise.

You will not be charged a fee for receiving a statutory refund.

6. Faulty, Damaged or Misdescribed Goods

Products sold by Pollyngrey must meet the standards required by UK consumer law.

Goods must, among other applicable requirements:

• be of satisfactory quality;

• be fit for any particular purpose made known where the law requires this; and

• match their description.

If your product is faulty, damaged, not as described or otherwise does not conform to the contract, please contact:

help@Pollyngrey.store

Please include your order details and, where helpful, photographs or other information showing the problem.

Requesting photographs does not remove or restrict your statutory rights.

7. 30-Day Right to Reject Faulty Goods

Under the Consumer Rights Act 2015, consumers will generally have a short-term right to reject goods that do not conform to the contract.

Where this right applies, it normally lasts for 30 days, calculated in accordance with the legislation.

If you validly exercise the short-term right to reject, you may be entitled to a refund.

Pollyngrey will bear reasonable return costs for goods properly rejected as faulty where required by law.

8. Faults Discovered After 30 Days

If a fault is discovered after the short-term right to reject has expired, you may still have statutory rights.

Depending on the circumstances, you may be entitled to request a repair or replacement.

Where a repair or replacement is impossible, unsuccessful, cannot be provided within a reasonable time or would cause significant inconvenience, you may have further legal remedies, which can include:

• a price reduction; or

• the final right to reject the goods and receive an appropriate refund.

Nothing in this policy limits any longer-term statutory remedies available under UK law.

9. Faults Within the First Six Months

Where applicable under the Consumer Rights Act 2015, if goods develop a fault within the first six months, the law may presume that the fault was present when the goods were supplied unless the trader can demonstrate otherwise or the presumption would be incompatible with the nature of the goods or fault.

Different evidential rules may apply after this period.

10. Incorrect or Damaged Orders

If you receive:

• the wrong product;

• the wrong size or colour compared with what you ordered;

• an incomplete order;

• a product damaged in transit; or

• a product that is materially different from its description,

please contact us as soon as reasonably possible at help@Pollyngrey.store.

We will assess the issue and provide an appropriate remedy in accordance with your legal rights.

11. Exceptions to the Right to Cancel

The statutory change-of-mind cancellation right does not apply to certain categories of goods where an exception under UK law applies.

Examples can include:

• goods made to the consumer's specifications or clearly personalised;

• goods that are liable to deteriorate or expire rapidly;

• sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed; and

• other goods for which UK legislation expressly removes the cancellation right.

An exception to the change-of-mind cancellation right does not remove your statutory rights if goods are faulty, misdescribed or otherwise fail to conform to the contract.

12. Personalised or Custom-Made Products

Products made specifically to your requirements or clearly personalised may not qualify for the statutory 14-day change-of-mind cancellation right.

However, this exclusion does not affect your legal rights where a personalised or custom-made product is faulty, damaged or not as described.

13. Hygiene-Sealed Products

Where a product is supplied sealed and is not suitable for return for genuine health protection or hygiene reasons, the statutory cancellation right may be lost once the seal has been broken.

This exception will only be applied where legally permitted.

Your rights relating to faulty, defective or misdescribed goods remain unaffected.

14. Sale and Promotional Items

Purchasing a product during a sale, promotion or at a discounted price does not remove your statutory consumer rights.

Sale products remain protected where they are faulty, not as described or otherwise fail to meet applicable legal requirements.

Any change-of-mind cancellation rights applicable to an online purchase also continue to apply unless a lawful exception exists.

15. Exchanges

If you would like a different size, colour or product, please contact us at help@Pollyngrey.store.

Exchange requests are subject to product availability.

Where a direct exchange is unavailable, you may be asked to return the original item and place a new order.

This procedure does not affect your statutory cancellation or consumer rights.

16. Refunds for Faulty Goods

Where UK consumer law requires us to provide a refund for faulty or non-conforming goods, we will issue that refund without undue delay and within the statutory period applicable to the remedy being exercised.

Where required by law:

• refunds will be made using the same means of payment used for the original transaction unless otherwise agreed;

• no fee will be charged for issuing the refund; and

• reasonable return costs will be borne by us.

17. Proof of Purchase

We may reasonably request evidence that the goods were purchased from Pollyngrey.

Suitable evidence may include:

• your order confirmation;

• order number;

• payment confirmation;

• receipt; or

• other reasonable evidence showing the purchase.

A particular type of receipt will not be demanded where other reasonable proof of purchase is available.

18. Refund Processing

Once a refund has been issued by Pollyngrey, the time taken for it to appear in your account may depend on your bank, card issuer or payment provider.

Any processing time imposed by a third-party payment provider is outside our direct control.

This does not alter the date on which Pollyngrey is legally required to issue the refund.

19. Orders Cancelled Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:

help@Pollyngrey.store

We will make reasonable efforts to stop the order before dispatch.

If the order has already been dispatched, you may still exercise any cancellation and return rights available to you under this policy and UK law.

20. Your Statutory Rights

This policy is intended to operate alongside your statutory consumer rights.

Nothing in this Return & Refund Policy is intended to:

• exclude or restrict rights that cannot lawfully be excluded;

• mislead consumers regarding their statutory rights;

• prevent consumers from exercising remedies available under UK consumer law; or

• treat mandatory statutory rights as though they were available only at Pollyngrey's discretion.

Relevant UK consumer legislation includes, where applicable:

• Consumer Rights Act 2015;

• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; and

• Digital Markets, Competition and Consumers Act 2024, including applicable rules concerning unfair commercial practices.

If any provision of this policy conflicts with a mandatory consumer right, the mandatory legal right will prevail.

21. Contact Us

For cancellations, returns, refunds, faulty products or questions concerning this policy, please contact:

Pollyngrey
Website: Pollyngrey.store
Email: help@Pollyngrey.store

Please include your order number where available so that we can assist you efficiently.