Returns
Unwanted items
If you would like to make a return, simply return your unwanted item within 30 days of receipt unused, unopened, in its original condition and packaging, your return must be in a re-sellable condition.
All returns must be accompanied with a copy of your dispatch confirmation email including your order reference (UK) number. You will be liable for the cost of returning the goods to us and must ensure that they are returned in protective packaging. Where an item is damaged or returned otherwise than as per our stated requirements above, we reserve the right to refuse redress.
Refunds on unwanted items
Once the unwanted item is received back to the warehouse it will be checked and granted it meets our return policy conditions we will then offer a refund for this item. Refunds will be applied to the payment method that was used to purchase the item.
Please note: You should receive notification of your refund within 10 working days after your parcel has been returned. If you have not received notification of your refund within 10 working days, please contact us.
Damaged or Faulty Items
We strive to ensure all your purchases reach you in perfect condition. If you receive a delivery and the item is damaged please refuse the delivery. Where the damage is not noticeable until you open your parcel, please contact our customer support team at: support@pocketparadise.co.uk.
In the unlikely event that you receive a faulty item, you may return this item to us in accordance with your statutory rights.
You can return your items purchased online by securely repacking and sending them to:
Pocket Paradise UK
Unit 3, Blue Line Lane,
Ashford,
Kent,
TN24 8NA
*We recommend that you use a carrier who can give you a proof of posting, until the parcel is received by us it remains your responsibility. Please remember to include a copy of your dispatch confirmation email so that we are able to find your initial order and process your return.
In all cases, items will be inspected and if confirmed as faulty we will issue a suitable form of redress (replacement/refund).
If an item is not deemed faulty following inspection, then we are unable to offer a replacement or refund. A reason will be given as to why the product is in dispute. We will return such items to the customer at the customer’s cost.
In dispute items will be retained by us for 30 days from the date of notification to the customer that no fault has been found and may be destroyed by us after this time where payment covering the cost of re-shipping the item to the customer has not been received.
For additional help and advice on what to do where you believe an item to be faulty, please contact us.
Returning Incorrect Items
Upon delivery, it is the customer’s responsibility to check the contents of their packages and inform us of any discrepancies at the earliest opportunity.
Please note that some items may be dispatched in an outer carton that differs in description to that of the items ordered. Where you have received the incorrect items, we will arrange collection of the incorrect items on a date suitable for you within 7 days of the correct item being delivered. Where the correct item has been delivered and the incorrect item has not been collected or otherwise returned to us, then you will be liable for the cost of the incorrect item(s).
Forms of Redress
The acceptable forms of redress for any return are a replacement or a refund.
