Pudsey Shop Returns Policy 

1. Cancellation – I’ve changed my mind and want to cancel

Schools and Work Place orders only

If you have placed an order for a School or a work place, you cannot cancel your order once we have accepted it unless your products are faulty or if we’ve sent you a substitute product and you haven’t told us in advance you are happy to receive substitutes.

Individual consumer orders only

If you are an individual consumer and have ordered for your personal use (not business purposes) and you change your mind, you may cancel your order up to 14 days starting on the day after you receive your order or, where multiple products from one order are delivered separately, up to 14 days starting on the day after you received the last product.

To cancel, please tell us via the Pudsey Shop Helpdesk (below). Please tell us your name, address, order reference, the date your order was delivered, and provide a clear statement that you want to cancel and the reason why. You can also use the model cancellation notice set out here.

You must return the products to us within 14 days of the date you told us you want to cancel (please see our Returns Procedure below).

We will give you a full refund of the price you paid for the cancelled products and any applicable delivery charges (unless you have kept some products from your order in which case, the delivery charge will not be refunded).  We will process the refund within 14 days from the date we receive the returned products from you or proof that you have sent them to us.

You are under a legal obligation to take reasonable care of the products to be returned whilst they are in your possession. If you fail to do so, we may have a right of action against you for compensation or may reduce the amount of any refund to you.

2. Faulty Products

We want to provide you with the best possible customer service and we hope you are delighted with your products. However if your order is faulty, damaged or not as described on the Pudsey Shop, please complete the “Returns” form in your Delivery Note and return your form and products to us using the Returns Procedure below.  Alternatively, you can contact the Pudsey Shop Helpdesk who will do their best to assist you.

We must supply products that conform to what you ordered.  If you are an individual consumer, you have legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards office. Nothing in these terms and conditions will affect these legal rights.

3. Returns Procedure   

When returning your products, please ensure you comply with the following conditions.

• please return the products to the following address: Pudsey Returns, PO Box 12635, Colchester , CO7 5AN and include the returns form in your delivery note;
• you will bear the cost of returning the products unless they are faulty damaged or not as described on the Pudsey Shop;
• where possible, we ask that you please return the products in their original packaging. Where this is not possible, please ensure that the products are packaged securely to help ensure that they reach us safely and in good condition;
• we recommend you obtain a proof of delivery receipt. This is your proof of return and can be provided if the product you are returning fails to arrive at our Returns Warehouse.

We will provide any refund by using the same means of payment as you used for the initial transaction.