Returns & Refunds
Please also read our Terms & Conditions
How do I return an item?
We believe that you will be delighted with your purchase from us, but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible. These terms do not affect your statutory rights.
We will try to attend to all returns as soon as practically possible. As stated on our delivery notes, all returns MUST be notified before sending. We have added an easy contact form below for this purpose, or you can email firstname.lastname@example.org
Unless previously agreed items with signs of wear or without original tags will not be refunded. Items returned without notification may have up to a 10% restock/admin fee deducted from the refunded amount.
Our policy is to ensure that you are satisfied every time you place an order with us. If you are unhappy with an item when you receive it or if you simply change your mind please return it, with the despatch note, unopened, unworn and unused, with all tags all other packaging and components intact and having taken reasonable care of, for a full refund within 30 working days. All clothing items and accessories are assessed for signs of wear. Items recognised as having been worn may not receive a full refund, if at all.
Large and/or customised items may not be returned once constructed and if signed for on delivery.
We will make the refund directly to the credit/charge card or PayPal account used to place the original order within 30 days or earlier once we have inspected the returned item and are satisfied that it has been returned to us in the condition it was in when delivered to you.
We do not cover the cost of the postage of unwanted Products.
We try to select and package our products as well as possible to ensure they arrive in good condition. However, if a Product arrives damaged or with defects, or is not what you ordered, we will replace it free of charge or provide a full refund as appropriate, if you return the Product to us at the postal address below within 30days of receipt. This does not apply to large items which have been signed for on delivery. In all cases of damage or faults, please take pictures and email them to customer services at email@example.com
For non-large items in these circumstances, we will also pay you the cost of the return postage up to Royal Mail 2nd class or equivalent. Please obtain a proof of posting certificate from your Post Office to enable us to process the refund for your return postage costs. For help with items later than 30 days after your initial purchase or from outside the UK, please email customer services for assistance and more information. Please note that we do not provide a paid returns service for customers outside mainland UK.
Please be sure to contact our customer services before returning an item, we may need to allocate a returns code. Items returned without details of the order number, customer name and reason for return or returns code will not be processed.
The address to use FOR RETURNS ONLY is:
Poncheros Customer Returns
Please note that Customers are responsible for all returned Products until they reach us.
UNWANTED GOODS – CUSTOM-MADE AND HIGH VALUE PRODUCTS
Due to the bespoke nature of customised products we are unable to offer our usual 30 Day Money Back Guarantee on these goods. Such good may not be returned. In the case of high value items in excess of £500 the usual money back guarantee is limited to 7 days and customers are responsible for the cost of return within 7 days. All other conditions of return apply.
Returns From Outside the UK
We will always do whatever we can to resolve issues with products delivered to customers wherever they are. However, we do not offer standard returns, replacement or refunds for such orders. We also cannot accept responsibility for the delivery of items once they have been proved to have been placed into the hands of local postal or courier services abroad.
Express Delivery and Other Extras
If you paid for express delivery or any other service enhancement – for example gift wrapping or Saturday delivery, these costs are not refunded with the item cost if returned.