Refund Policy

This policy sets out the returns policy for goods or services purchased through the online store operated by Purely Portmeirion.

1. To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging.

2. Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods or services you wish to return, and the original postage and packaging charges made. You the customer will be liable for any costs incurred returning the item to Purely Portmeirion. You will not be entitled to a refund of the cost you incur in returning the item to us.

3. If you the customer fails/refuses to accept receipt of the parcel sent to you and the parcel is returned to Purely Portmeirion, you the customer may be liable for a return delivery fee charged to Purely Portmeirion by the relevant courier, and your entitlement to a full refund of the original purchase price for the goods and delivery service will be void if this occurs outside of the 14 working day period.

If you the customer fails/refuses to accept receipt of the parcel sent to you and the parcel is returned back to Purely Portmeirion and received within the 14 day period, a partial refund of the item purchased will be issued, less an Administration Fee. The original cost of delivery for that item will not be refunded. A return delivery fee charged to Purely Portmeirion by the relevant courier for the return of said item, will still be chargeable and deducted from any refund given.

4. If the item you purchased was faulty or damaged, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction. You must contact us with evidence of any faults within 14 working days after the date of delivery.

5. Refund of Customs Duties for International Orders :-

Purely Portmeirion will not repay customs duties and taxes that the customer paid directly, because those payments were made to the customs authority, not to Purely Portmeirion. The customer must claim those back from customs if the goods are returned.

If the customer paid duties and taxes with their order to Purely Portmeirion, then Purely Portmeirion are obliged to refund these charges if the customer's order is returned.

6. Where you would like to return a physical product you have purchased, please contact us to let us know that you will be returning the item. 

7. Once your return is received back by Purely Portmeirion and inspected we will contact you to let you know whether your refund will be processed or not, and credit your original method of payment, within a certain amount of days. If the item is not in the same condition as it was sent, i.e. damaged in any way , a refund will become void.

8. If you haven't received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take a number of days to credit your account.

9. If an item you purchased was purchased with a discount voucher or in a sale, then we will only refund the amount that you paid (and not the amount the item was originally listed for). If you are in any doubt please contact us before making the purchase.