RETURNS, REFUNDS AND EXCHANGES

Cancellation Rights & Returns

We hope you love your new purchase, however, if for any reason you are not satisfied, we will be happy to accept a return from you according to the following policy. You may return an item in its original condition and packaging within 30 days of receipt for an internet credit note, refund, or item exchange subject to our discretion. After 30 days we will no longer accept returned items, except if they are purchased during the extended Christmas returns window.

Extended Christmas Returns Window

To help you shop with confidence during the festive season, we have extended our returns policy for Christmas. Returns or exchanges for all orders made online between 1st November and 24th December will be accepted until the end of January the following year. Our 14-day free returns policy will still apply. Please ensure that you obtain proof of posting as Apatchy Ltd cannot be held responsible for items lost in transit.

14 Day Free Returns

We offer a 14-day free returns policy. To qualify for this, you must contact us within 14 days of receiving your product. This policy is only valid for returned goods within the UK and the item(s) must be in unused and in the same condition in which they were received. Permanent personalised products, sale, outlet, and bundles are not included within this offer.

To arrange a return, please call us on +44 (0)1279 718133 or email: returns@apatchy.co.uk

Returns Do’s and Don’ts

Outside of the 14-day free returns window, we can offer you a pre-paid returns label for £3 which will be deducted from your refund. If you would like to use this service, please contact us at returns@apatchy.co.uk to request a label. Alternatively, you are welcome to return your order at your own cost however we cannot reimburse this cost. Please obtain proof of posting.

You may return goods by mail to the returns address below. If possible, please include with the goods a copy of your internet invoice or a written note of your name, address, e-mail address, order number, and reason for return. This enables us to identify the transaction and speeds up the process.

Please note that when posting return goods from outside the UK, you are responsible for paying any customs levies or duties on those goods payable either on exit from your country or on entry to the UK. If the goods which you have sent back to us are kept in customs because you have not paid those levies or duties, we will not have received them. Because it is your responsibility to pay all customs duties, legally you will not have returned the goods to us / kept them in your care, and so will not be entitled to any refund / exchange.

If you fail to return packaging which is an integral part of the overall product, for example 'individual letter patches', or the leather strap inside the handbag, then you will not have returned all the goods, and we reserve the right to recover the cost of replacement from you and where there is evidence of dishonesty, to refer the matter to the police.

Where goods are returned in a damaged, worn, or dirty condition, which indicates that they have been worn or used after you have had a reasonable chance to inspect them on receipt, we will consider you to be in breach of your legal duty to take reasonable care of the goods and reserve the right to recover appropriate sums from you.

Where you return goods to us which are not the goods which we dispatched to you (which we can easily check), you will not have returned the goods, and accordingly will be deemed to have accepted the original goods which we sent you. We will notify the police where there is any attempt at fraud or dishonesty (for example where lower value items are returned) and will actively pursue all such cases through the courts. We will also actively fight any fraudulent claim-backs made through your credit card company.

If you do not comply with your obligations above, we may make a reasonable charge to cover any costs that we incur.

Returns should be sent to:

RETURNS DEPT
Apatchy Ltd, Unit 3, Hatfield Regis Grange Estate, Hatfield Broad Oak, Bishop's Stortford, Herts CM22 7JZ. United Kingdom.

Apatchy Ltd reserves the right to amend this returns policy without notice under advice from Government appointed agencies.

Damaged Goods

If you should receive an item that is not in perfect condition or was damaged in shipping, please immediately notify us by emailing info@apatchy.co.uk.

If a product develops a fault within 12 months of purchase, we will offer a replacement at our discretion. Outside this timeframe we are unable to offer a replacement.