Refund policy
Returns
We have a 14-day return policy, which means you have 14 days to contact us and request a return from the date shown that your item was delivered.
To be eligible for a return, your item must:
- Be in the same condition that we sent it
- Have any tags still attached
- Be in its original packaging
- You’ll also need the receipt or proof of purchase
Please note: We document the condition of items before we send them so we know they were sent in the condition you bought and expected to receive.
PLEASE DO NOT RETURN ANY ITEM BACK TO US BEFORE CONTACTING US FIRST. Items sent back to us without first requesting a return will not be accepted.
To start a return, first send an email to puckbrightonlimited@gmail.com
We will review your email and if your return is accepted, we’ll ask you to return your item. Please note that we are unable to cover the cost of your return postage.
Returns will need to be sent to the following address: Puck, 19 Chatham Place, Seven Dials, Brighton, BN1 3TN.
Please contact us for any Returns questions at puckbrightonlimited@gmail.com.
Damages, Faults and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, faulty, damaged or if you receive the wrong item. We will evaluate the issue and make it right as soon as we can.
Exceptions / Non-returnable Items
Unfortunately, we cannot accept returns on sale items or gift cards, as well as certain other items such as personalised goods, food or perishables.
Item Exchanges
The very first thing to do is send us an email stating that you wish to exchange the product you have for another item. We will let you know if the item you prefer is in stock and whether your exchange is possible. If it is, we will reserve your desired item. Send us back the item - see information on Returns above. Once we receive your returned item, providing it is in the condition expected, we will contact you to let you know and refund any monies to the original payment method (see Refunds below). You will then be able to buy your reserved item online through the Puck shop in the usual way.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, the original payment method will be automatically refunded within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at puckbrightonlimited@gmail.com