LAST UPDATED: 19/06/2025

 

This return policy is designed to be compliant with applicable consumer protection laws, including the UK's Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. When you purchase from Percalis, your statutory rights are always protected and are not affected by this policy.

 

For our international customers, please note that while this policy is primarily based on UK law, we aim to respect the mandatory consumer protection laws of your country of residence where applicable. If the consumer law in your country provides you with more extensive rights, those rights will generally prevail.

At Percalis, we want you to be completely happy with your purchase. If you're not, here's how our return process works:

 

14-DAY COOLING-OFF PERIOD (FOR UK AND EU/EEA CUSTOMERS)

 

If you are located within the UK, the European Union, or the European Economic Area (EEA), you have a legal right to cancel your order for any reason and without justification. You have 14 days from the day you receive your item to notify us of your intent to return the item (right to cancel).

Once you have notified us, you have a further 14 days to send the item back to us.

 

ELIGIBILITY FOR RETURNS (FOR 'CHANGE OF MIND' / CANCELLATION)

 

For an item to be eligible for a return based on a 'change of mind' or cancellation, it must be:

• In the same condition that you received it.
• Unworn or unused, with all original tags attached.
• In a resellable condition and, if possible, in its original packaging. Please note that the law does not require you to return an item in its original packaging for a cancellation return, but we appreciate it if you do. The item must, however, be adequately packaged to prevent damage during transit.
• Accompanied by your receipt or proof of purchase.

Please note: These conditions apply to 'change of mind' returns or exercising your right to cancel. If an item is defective, damaged, or misdescribed, your statutory rights will apply, regardless of these usage or packaging conditions.

 

HOW TO START A RETURN

 

To begin a return, please contact us at: contact@percalis.co.uk.

Please note: Do not send items back to us without first requesting a return.

Items sent without prior authorization will not be accepted. If your return request is approved, we will provide you with specific instructions on how to proceed.

 

DAMAGES AND ISSUES (FAULTY, DAMAGED, OR INCORRECT ITEMS)

 

Please inspect your order immediately upon receipt. If you find that an item is defective, damaged, or if you received the wrong item, please contact us right away at: contact@percalis.co.uk.

This will allow us to assess the issue and make it right for you.

Your statutory rights under applicable consumer law (e.g., Consumer Rights Act 2015 in the UK) always apply to faulty, damaged, or misdescribed goods, entitling you to a refund, repair, or replacement.

 

NON-RETURNABLE ITEMS

 

Certain types of items cannot be returned due to their nature or for hygiene and health protection reasons, or other legal exclusions. These include:

• Custom products (e.g., special orders or personalized items).
• Personal care goods (such as beauty products, skincare items, or facial devices) once opened, unsealed, or used, for hygiene and health protection reasons. This exclusion applies where the seal has been broken by the consumer after delivery.
• Gift cards.

If you have any questions or concerns about a specific item's return eligibility, please don't hesitate to contact us.

 

EXCHANGES

 

The quickest way to ensure you get what you want is to return the item you have. Once your return is accepted, you can then make a separate purchase for the new item.

 

RETURN SHIPPING COSTS

 

• For 'Change of Mind' Returns (Cancellation / Right of Withdrawal): The customer is responsible for the direct cost of returning the items. This applies to both domestic (UK) and international returns. We recommend using a tracked and insured service for your return as we cannot be held responsible for items lost or damaged in transit.
• For Defective, Damaged, or Incorrect Items: If the item you received is defective, damaged, or incorrect, we will cover the cost of return shipping. Please contact us before shipping the item back so we can arrange the return or provide you with a prepaid shipping label. For international returns of faulty items, we will discuss the most cost-effective and appropriate return method with you.

 

INTERNATIONAL SALES & APPLICABLE LAW

 

Percalis sells products to customers outside the UK. While this policy is drafted under UK law, we acknowledge that mandatory consumer protection laws in your country of residence may apply and offer you additional rights.

• Your Local Rights: If the consumer laws in your country provide you with more extensive rights regarding returns, refunds, or warranties than those stated in this policy, those rights will apply to your purchase. We encourage you to be aware of your local consumer laws.
• Dispute Resolution: In the event of a dispute, we aim to resolve issues amicably. If direct resolution is not possible, we will consider appropriate dispute resolution mechanisms in accordance with applicable laws, which may include the consumer protection bodies in your country.

 

REFUNDS

 

Once we've received and inspected your return, we will notify you regarding the approval or denial of your refund.

If approved, your refund will be automatically processed and applied to your original payment method within 14 days from the day we receive the returned goods (or earlier if you provide proof of postage), or from the day we accept your cancellation (if goods have not yet been dispatched).

Please keep in mind that it can take some additional time for your bank or credit card company to process and post the refund to your account.

Deductions: Please note that if the returned item (for 'change of mind' or cancellation) shows signs of excessive use beyond what is necessary to establish the nature, characteristics, and functioning of the goods (similar to what you would do in a shop), we reserve the right to deduct an amount from your refund for the diminished value of the goods.

If more than 15 business days have passed since your return was approved and you haven't received your refund, please contact us at: contact@percalis.co.uk.