We hope that you love your purchases. However, we understand that sometimes a product is not quite right and you may wish to return an order and request a refund.

Damaged/Faulty Goods

If you think that the product you received is damaged or faulty, please contact us at contact@pepsandpooks.com. Goods are classified as faulty if they are received damaged. Please note that damaged items as a result of wear and tear are not considered to be faulty. Should you receive a faulty item we will arrange repayment of shipping once goods have been received.

Cancelling an order

If you wish to cancel your order before you receive our confirmation email, please email contact@pepsandpooks.com with “Cancellation” as the subject of your email. If we receive this email in time, we will not send the products to you and will not charge you for the products that you ordered.

If you wish to cancel your order after you have received a confirmation email from us, you will need to wait until you receive the products and then follow our returns procedure.

Returning an Order

If for any reason you wish to return a product, we ask that you contact us at contact@pepsandpooks.com within 7 days of receiving your order.

You have 14 days to return your item(s). Returns outside these timeframes cannot be accepted.

All items must be returned in the condition that you received it, with all tags still attached and packaging included where applicable.

Once you have returned the products in an unused condition, we will issue a refund for the sum you paid (excluding the original delivery charge) within 5 working days. Your refund will be credited to match the original method of payment.

Please note that items are returned at the customers’ expense, unless faulty, and we recommend that your returns should be sent by recorded delivery. We will not take responsibility for goods which do not reach us.

Our return address is:
11 Green Lane Avenue
Hersham
Surrey
KT12 5HL

You will receive an email confirming that we have received your return and that you have been credited. Please allow between 3 and 10 working days for your bank to complete the transaction, depending on their processing time. This can vary between card issuers.

Customs duties and taxes are non refundable outside of the EU. However, you may be able to claim these back by contacting your local customs bureau.

Exchanges

Unfortunately we cannot offer exchanges. If you would like to buy another product, we can process a refund for your original item and you can place a new order.