Política de reembolso

1. Delivery

• Orders placed before 4:00 PM are dispatched the same business day. Delivery is typically the next working day.

• Orders placed after 4:00 PM on a Friday will be dispatched the following Monday, with delivery on Tuesday.

• We use trusted couriers (UK: Royal Mail, Hermes, DPD, UPS; International: Royal Mail, DHL, DPD, OCS).

• Tracking information is provided via email once your order is dispatched.

Note: Delivery times are indicative. We cannot guarantee courier performance.

2. Retail Returns & Refunds

We aim to ensure every Pamoni item meets the highest standard. If you are not completely satisfied:

• Return window: 30 days from receipt (in addition to your statutory rights under the Consumer Contracts Regulations 2013).

• Condition: Items must be unused, in original packaging, and include any documentation. Items that are damaged, stained, or handled excessively before return may reduce your refund.

• Refunds: Issued promptly upon receipt, excluding any optional insurance costs. Standard delivery charges are refundable within statutory 14-day cancellation period. Optional insurance costs are non-refundable.
  

  Restocking / Admin Fee:

  • For returns made within the statutory 14-day cancellation period, no admin or restocking fee will be charged.

  • For returns made under our extended 30-day returns policy (days 15–30), a £7 admin/restocking fee may be deducted from the refund.

  • However, for UK retail returns within days 15-30, a £7 admin/restocking fee may be applied.
    
    

• Exchanges: Available at no additional cost. Exchanged items count towards the original 30-day return window. Any damage prior to return may affect eligibility for exchange.

Items Not Eligible for Return

• Used, damaged, or stained items

• Items returned without original packaging

• Items returned after the 30-day window

• Custom or wholesale-only orders

Returns Process

UK retail customers can process returns quickly via our Royal Mail Returns Portal. Customers can choose to print a return label or use a QR code, then drop the parcel at a Post Office, parcel locker, or other designated point. Collection options may also be available. Have your order number ready to ensure the return is correctly linked to your purchase.

Any reduction in item value caused by mishandling may be deducted from the refund.

For returns due to faulty, damaged, or incorrectly supplied goods, return postage costs will be covered by Pamoni.

For change-of-mind returns, incorrect sizing selected by the customer, or other non-fault-related returns, customers are responsible for return postage costs. UK retail customers may still use our Royal Mail Returns Portal, however the cost of the return label may be deducted from the refund where applicable.

For international returns, customers are responsible for all return shipping costs, customs duties, and associated charges unless otherwise agreed.

3. Wholesale Orders

• All wholesale orders are final and generally not eligible for returns or refunds.

• Limited Exchanges: Exchanges may be permitted at our discretion for valid reasons such as incorrect sizing, restocked wrong item, or other demonstrable fulfillment errors.

• Any discrepancies or damaged items must be reported within 7 days of delivery. Replacement stock may be provided if approved.

4. Faulty or Damaged Items

• If you receive a defective item, please notify us immediately.

• We will arrange for repair, replacement, or refund, as appropriate, at no extra cost.

• Proof of defect may be requested (photos or description).

• UK retail customers may use the Royal Mail Returns Portal to return faulty items.

5. Notes on Care & Responsibility

• Always retain original packaging until your satisfaction is confirmed.

• Handle goods with care during the return period. Damage incurred before we receive the item may reduce your refund.

• Ensure correct postage; undeliverable returns are not accepted.