Refund Policy

POLICY - E-Shop

Our returns policy lasts 30 days.

There are certain situations where we can't accept a return:-

    - Your item must be unused and in the same condition that you received it. It must also be in the original packaging if applicable.

      - Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

        - Any item that is returned more than 30 days after delivery.

        - Any item purchased during the sale. 

        - Gift cards cannot be exchanged for cash or refunded and expire 12 months from the date of purchase.

        To complete your return, we require either a receipt or proof of purchase.

        Returns Charges

        Return shipping is free of charge except for products measuring over 55x45x45cm and/or weighing above 10kg.

        To see a full list of products unavailable for free returns please click 'Product Delivery Exclusions'

        You are responsible for the cost of the return shipping for these products and will need to arrange the return by using a reputable shipping carrier of your choice. Alternatively we can arrange for the return on your behalf with one of our reputable carriers at a cost of between £39 - £199 approximately.

        Return shipping is free of charge if the item is received defective or damaged and an exchange is required.

        If an item is received defective or damaged you must contact us within 2 days and await further instructions. 

        We try to keep the return charges as competitive as possible and aim to offer the best value for money.

        How To Process A Return - United Kingdom

        To start the returns process please click 'Return Your Order'

        Please enter the information requested and select the item(s) you want to return.

        You will receive an email confirming 'Your Return Request Has Been Received'.  

        Once the return has been approved by us, normally within 1 working day, but please allow up to 2 working days, you will receive an email confirming 'Your Return Request Has Been Approved' with shipping guidelines, depending on the size and weight of your parcel.

        If you are returning a parcel measuring under 55x45x45cm and/or weighing below 10kg, a prepaid 'CollectPlus' returns label will be sent in a separate email.

        If you are returning a parcel measuring over 55x45x45cm and/or weighing above 10kg, we will contact you to discuss the return shipping.

        For orders that qualify for free ‘CollectPlus’ returns, you will be provided with an option to either download a barcode to have the label printed in-store, or if you have access to a printer, you can download the label and attach to your parcel.

        Please return your order in the original packaging (If applicable) making sure it covers the barcode and address of the previous label and include a receipt or proof of purchase. 

        Your return will need to be dropped off to any of the 7,500 stores offering the 'CollectPlus' service throughout the UK.

        To find a store near you please enter your postcode on the 'CollectPlus' website.

        Once your parcel has been received by us, normally within 3 - 5 working days, you will receive an email confirming 'Your Return Has Been Received' and the refund process will commence.

        Items can also be returned by hand to either of our stores. If you wish to return your item to a store please still complete the return request but contact our eShop to let us know you will be returning your item(s) to one of our stores.

        How To Process A Return - International

        To start the returns process please click 'Return Your Order'

        Please enter the information requested and select the item(s) you want to return. You will receive a confirmation email with the shipping guidelines once a request has been approved, normally within 1 working day, but please allow up to 2 working days.

        You are responsible for the cost of the return shipping and will need to arrange the return of your parcel by using a reputable postal carrier of your choice.

        Please return your parcel in the original packaging (if applicable) and include a receipt or proof of purchase.

        Please attach the return address label enclosed with your order, covering up all previous tracking labels and write your name and address clearly on the reverse of the package.

        If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance.

        We do not guarantee that we will receive your returned item.

        If you have misplaced the returns address label, please return your item to the following address and include our telephone number.

        PERIDOT
        Harlands House
        8 Harland Place
        Norton
        Stockton-on-Tees
        TS20 1AN

        United Kingdom

        TEL: +44 (0)333 006 5063 

        Once your parcel has been received by us you will receive an email confirming 'Your Return Has Been Received' and the refund process will commence.

        Refunds

        Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund within 2 working days.

        If you are approved, then your refund will be processed within 7 working days of receipt of the item(s) to your credit card or original method of payment.

        You will be notified by email when the credit has been processed, depending on the terms set by your bank this will show in your account within 7–10 working days.

        The original shipping charges are non-refundable and will be deducted from the refund amount.

        The cost of the return shipping for products measuring over 55x45x45cm and/or weighing more than 10kg will be deducted from the refund amount if applicable.

        Late Or Missing Refunds

        If you do not receive a refund, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us and we will respond within 2 working days. 

        Exchanges

        The eShop does not accept an exchange unless the item is received defective or damaged.

        If an item is received defective or damaged and if you need to exchange it for the same item, you must contact us within 3 days and await further instructions. 

        Return shipping is free of charge if the item is received defective or damaged and an exchange is required.

        Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

        Sale Items

        Only regular priced items may be refunded, unfortunately sale items cannot be returned and refunded. 

        Gifts

        If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a digital gift card will be emailed to you.

        If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.    

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        Policy - Retail Store

        The retail shops do not accept a return, but we will exchange an item. 

        Our exchange policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you an exchange.

        To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

        If you wish to exchange an item please either contact or visit the store you made the purchase.

        Gift cards cannot be exchanged for cash or refunded and expire 12 months from the date of purchase.