Returns & Refunds Policy
At PYC Online, we want you to feel confident when shopping with us. We encourage customers to check product descriptions, specifications and compatibility information carefully before ordering.
If you have any questions about a product, please contact us before purchasing. We’re always happy to help.
1. Changed Your Mind? (14-Day Returns)
If you change your mind about your purchase, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
To exercise this right, please notify us within 14 days of delivery. You then have a further 14 days to return the goods.
Customers are responsible for the return postage costs for change-of-mind returns.
Please contact us before returning your order so we can provide the correct UK return address and instructions. Our return locations may vary depending on the product.
We recommend using a tracked postal service and keeping proof of postage until your refund has been processed.
2. Condition of Returned Items
You may inspect your purchase as you would in a physical shop.
Please take reasonable care of the product while it is in your possession and return it with its accessories and components, where applicable.
If an item has been handled beyond what is necessary to establish its nature, characteristics and functionality, and this reduces its value, we may make an appropriate deduction from your refund in accordance with consumer law.
3. Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.
Please provide your order number, a description of the problem and, where helpful, photographs showing the issue.
We will review the situation and work with you to arrange an appropriate resolution in accordance with your statutory consumer rights.
Under the Consumer Rights Act 2015, customers have rights where goods are faulty, not as described or not of satisfactory quality. These rights may include a refund, repair or replacement, depending on the circumstances.
Where a return is necessary for a valid claim under your statutory rights, PYC Online will cover reasonable return costs or arrange an appropriate return method.
Your rights relating to faulty or misdescribed goods are not limited to the 14-day change-of-mind cancellation period.
4. How to Request a Return
To request a return or report a problem with an order, please contact us using the contact details provided on our website.
Include your order number and the reason for contacting us so we can assist you efficiently.
We will provide the relevant return instructions and UK return address where a return is required.
Please contact us before posting your return to help ensure your parcel reaches the correct location.
You do not need our approval to exercise your statutory right to cancel, provided you notify us within the applicable cancellation period.
5. Refunds
For valid change-of-mind cancellations, we will refund the price paid for the returned goods, together with any original standard delivery charge where applicable.
We may withhold the refund until we have received the returned goods or you have supplied evidence that you have sent them back, whichever occurs first.
Refunds will be issued without undue delay and no later than 14 days after the applicable date above.
Refunds will normally be made using the original payment method, unless you expressly agree otherwise, and no refund administration fee will be charged.
Please note that your bank or payment provider may require additional time to process the payment.
6. Returns Outside the 14-Day Cancellation Period
If you wish to return an item because you have changed your mind after the statutory cancellation period has expired, please contact us.
We may consider requests on an individual basis, but we are not obliged to accept late change-of-mind returns.
This does not affect your statutory rights concerning faulty, damaged or misdescribed goods.
7. Exceptions to Change-of-Mind Returns
Certain products may be excluded from the statutory right to cancel, including goods made to your specifications or clearly personalised, and certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.
Any applicable exceptions will be identified in accordance with consumer law.
These exceptions do not remove your statutory rights if goods are faulty or not as described.
8. Order Cancellations Before Dispatch
If you need to cancel an order shortly after placing it, please contact us as soon as possible.
We will try to stop the order before dispatch where possible.
If your order has already been dispatched, your statutory cancellation and return rights will still apply.
9. Your Statutory Rights
This policy does not affect your statutory rights under UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
10. Contact Us
For returns, refunds or order-related enquiries, please contact PYC Online through our website’s Contact Us page.
When contacting us, please include your order number to help us locate your purchase.