Refund policy

Return timeframe

You must contact us to request a change-of-mind return within 14 days of receiving your order.

After notifying us that you wish to cancel, you must normally send the item back within a further 14 days.

This policy does not limit any statutory consumer rights that apply to you.

Eligibility for a change-of-mind return

For a change-of-mind return, the item should be returned in substantially the same condition in which it was received.

The item should be unused beyond what is reasonably necessary to inspect it. It should be clean and free from animal hair, odour, damage or other signs of use. Any tags, accessories, instructions and original packaging should also be included where reasonably possible.

You will need your order number or another form of proof of purchase.

We may reduce the amount refunded where permitted by law if the item has been handled beyond what was reasonably necessary to establish its nature, characteristics and suitability.

These conditions do not limit your rights where an item is faulty, damaged, misdescribed, incorrect or not fit for its intended purpose.

Starting a return

To request a return, contact us at hello@prydea.com and include:

Your order number
The item you wish to return
The reason for the return, if you wish to provide one
Clear photographs where reasonably possible if the item is damaged, defective or incorrect

You do not need to give a reason when exercising a statutory right to cancel an eligible online order.

After receiving your request, we will provide the correct return address and return instructions promptly.

You must normally send the item back within 14 days after notifying us that you wish to cancel.

Please do not send an item to the manufacturer, supplier, original dispatch address or any other address unless we have instructed you to do so. Returns sent to an incorrect address may be delayed or may not reach the correct return facility.

Contacting us before sending the item helps ensure that it is returned to the correct location.

Return shipping

For a change-of-mind return, you are responsible for the direct cost of returning the item, unless applicable law requires otherwise or Prydea agrees to cover the cost.

If an item is faulty, damaged, misdescribed or incorrect, Prydea will cover the reasonable return cost, provide a prepaid return method or offer another suitable resolution.

We strongly recommend using a tracked shipping service and keeping your proof of postage. This will help if a returned parcel is delayed or lost.

Damaged, defective, misdescribed or incorrect items

Please inspect your order as soon as reasonably possible after delivery.

Arrives damaged
Is defective
Is not as described
Is not fit for its intended purpose
Is not the item you ordered

Please include your order number and clear photographs where reasonably possible.

We will review the issue and explain the remedies available to you. Depending on the circumstances and applicable law, these may include a repair, replacement, refund, price reduction or another appropriate resolution.

UK customers may have a short-term right to reject faulty goods within 30 days of receiving them. Additional rights to a repair, replacement, price reduction or refund may continue after this period.

Nothing in this policy limits your statutory consumer rights.

Items that cannot be returned

We cannot accept change-of-mind returns for:

Products made to your individual specifications or clearly personalised
Sealed products that are not suitable for return for genuine health or hygiene reasons after the seal has been opened
Goods that are liable to deteriorate or expire rapidly
Gift cards, except where applicable law gives you a right to cancel or obtain a remedy

An item is not automatically excluded merely because it was ordered from, made by or dispatched by a third-party supplier after you placed your order.

These exclusions do not apply where an item is faulty, damaged, misdescribed or incorrect, or where applicable law otherwise gives you a right to cancel, return the item or obtain a remedy.

Sale and discounted items

Sale and discounted items are subject to the same statutory consumer rights as full-price items.

Eligible sale and discounted items may be returned under this policy, subject to the same conditions and exceptions as full-price items.

Any restriction on a change-of-mind return does not remove your statutory rights relating to faulty, damaged, misdescribed or incorrect goods.

Exchanges

The quickest way to obtain a different item is usually to return the item you received and place a separate order after the return has been arranged.

Contact us before returning anything if the exchange relates to an item that is faulty, damaged, misdescribed or incorrect.

We do not guarantee that a replacement item will remain in stock while a return is being processed.

United Kingdom cancellation rights

Customers in the United Kingdom generally have the right to cancel an eligible online order without giving a reason from the time the order is placed until 14 days after receiving the goods.

After notifying us of the cancellation, the goods must normally be sent back within a further 14 days.

Unless the item is faulty, damaged, misdescribed or incorrect, you are responsible for the direct cost of returning it, provided that you were informed of this responsibility before purchase.

Where required by law, we will refund:

The price paid for the returned goods
The cost of the least expensive standard delivery method offered for the order

If you selected a more expensive delivery method, any amount above the standard-delivery cost will not normally be refunded.

We may reduce the refund where permitted by law if the value of the goods has been reduced by handling beyond what was reasonably necessary to establish their nature, characteristics and functioning.

The statutory cancellation right does not apply to every product. Exceptions may include clearly personalised goods, goods made to the customer’s specifications, rapidly perishable goods and certain sealed health or hygiene products after the seal has been opened.

European Union and other local consumer rights

Where European Union consumer law applies, customers generally have the right to withdraw from an eligible online purchase within 14 days of receiving the goods without giving a reason.

The goods must normally be returned within 14 days after the customer communicates the decision to withdraw.

The customer is generally responsible for the direct cost of returning the goods where this was disclosed before purchase, unless the goods are faulty or Prydea has agreed to cover that cost.

Applicable exceptions may include personalised goods, rapidly perishable goods and certain sealed health or hygiene products after opening.

Local consumer laws may provide additional or different rights.

Customers outside the United Kingdom and European Union may have additional or different rights under the laws of their country, state, province or territory. Where applicable local consumer law provides greater protection than this policy, those legal rights will apply.

Refunds

We will notify you after receiving and inspecting your return.

Any refund due will be issued to the original payment method unless another method is required or expressly agreed under applicable law.

For an eligible change-of-mind cancellation, we will issue the required refund without undue delay and within 14 days after receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first, where applicable.

Where permitted by law, we may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back.

For faulty, damaged, misdescribed or incorrect goods, any refund due will be issued without undue delay and within the applicable legal deadline.

Your bank, card issuer or payment provider may require additional time to show the refund in your account.

Contact us at hello@prydea.com if the refund has not appeared within 15 business days after we confirm that it was issued.

Order cancellations before dispatch

We cannot guarantee that an order can be stopped once fulfilment or dispatch processing has begun.

If the order has already been dispatched, the applicable cancellation and return process will apply.

Contact

For return, cancellation or refund questions, contact:

Email: hello@prydea.com