Refund policy

Thank you for shopping with prettylovelyx.shop.

This Return and Refund Policy explains the arrangements that apply when a customer wishes to cancel an eligible online purchase, return a product, report a damaged or defective product or request a refund.

Customer Service:

Email: info@prettylovelyx.shop

Nothing in this policy excludes, limits or replaces statutory rights that customers have under applicable UK consumer law.

1. Statutory Right to Cancel Eligible Online Purchases

For eligible online purchases, UK consumers generally have the right to cancel the contract without giving a reason.

Customers should tell us that they wish to cancel within 14 days after receiving the goods.

After notifying us of cancellation, customers should return the relevant goods within a further 14 days, where the statutory cancellation rules apply.

A cancellation request may be submitted by contacting:

info@prettylovelyx.shop

The message should contain sufficient information to identify the order and the products being cancelled.

2. Our 30-Day Return Arrangement

In addition to statutory rights, prettylovelyx.shop generally accepts eligible return requests made within 30 calendar days after delivery.

To qualify for our voluntary 30-day return arrangement, the product should generally be:

• In its original condition;
• Unused other than reasonable examination;
• Unwashed where applicable;
• Unaltered;
• Free from customer-caused damage;
• Returned with relevant accessories; and
• Accompanied by reasonable proof of purchase.

Our voluntary return arrangement does not restrict statutory rights.

3. How to Request a Return

Before returning a product, please contact:

info@prettylovelyx.shop

Include:

• Your order number;
• The email address used for the order;
• The product you wish to return;
• The reason for the return, if you wish to provide one; and
• Photographs where the product is damaged, defective or incorrect.

For statutory change-of-mind cancellation, customers do not need to provide a reason.

We will provide reasonable return instructions after reviewing the request.

Customers should not send a return to an arbitrary address without receiving the applicable return instructions.

4. Condition of Returned Products

Customers may examine goods to the extent reasonably necessary to establish their nature, characteristics and functionality.

Where handling goes beyond what would reasonably be permitted when examining the product in a physical retail store, applicable law may permit a reduction in the refund to reflect diminished value.

This does not apply where a reduction would be prohibited by law.

5. Faulty Products

Products supplied by prettylovelyx.shop are intended to satisfy applicable statutory requirements.

If a product is:

• Faulty;
• Damaged due to a defect;
• Not as described;
• Not of satisfactory quality;
• Unfit for its applicable purpose; or
• Otherwise non-conforming,

the customer may have statutory rights to remedies including rejection, refund, repair, replacement or price reduction depending on the circumstances and timing of the claim.

UK consumer law provides important rights regarding faulty goods, including a short-term right to reject qualifying faulty goods in relevant circumstances.

Our policy does not limit those rights.

6. Products Damaged During Delivery

If your product arrives visibly damaged, please contact us as soon as reasonably possible at:

info@prettylovelyx.shop

Please include:

• Order number;
• Description of the damage;
• Photographs of the damaged product;
• Photographs of packaging where useful; and
• Any other information reasonably necessary to investigate the problem.

We may use photographs to assess carrier or fulfilment issues and to resolve the matter more efficiently.

7. Incorrect Products

If you receive a product different from the product ordered, contact:

info@prettylovelyx.shop

We will review the order and arrange an appropriate remedy.

Customers will not be required to bear return costs caused by our error where applicable law requires us to bear those costs.

8. Missing Items

If an order appears to be missing an item, contact us with your order information.

We may review:

• Fulfilment records;
• Shipment details;
• Tracking information;
• Packaging records; and
• Carrier information.

Where we confirm that an item was not supplied, we will provide an appropriate remedy.

9. Exceptions to Change-of-Mind Cancellation

Certain products may be excluded from ordinary change-of-mind cancellation rights where permitted by law.

Examples may include:

• Goods made to the customer's specifications;
• Clearly personalised products;
• Goods liable to deteriorate or expire rapidly;
• Sealed goods unsuitable for return for health-protection or hygiene reasons after the seal has been broken;
• Sealed audio, video or software products after unsealing;
• Newspapers, periodicals or magazines, other than certain subscriptions; and
• Other items excluded by applicable law.

An exclusion from change-of-mind cancellation does not remove legal rights relating to faulty, defective, unsafe or misdescribed goods.

10. Hygiene-Sensitive Products

Where a product is supplied in sealed packaging for hygiene or health-protection reasons, opening the seal may affect eligibility for change-of-mind return where legally permitted.

If such a product is defective, damaged or incorrectly supplied, statutory rights may still apply.

11. Personalised Products

Customised, personalised or made-to-order products may not qualify for ordinary change-of-mind cancellation where the relevant legal exception applies.

This does not prevent customers from seeking remedies if the product is faulty or materially fails to match the agreed specification.

12. Return Shipping Costs

For ordinary voluntary returns that are not caused by a fault, defect or our error, the customer may be responsible for the direct cost of returning the product where this is permitted by law and communicated appropriately.

Where goods are faulty, damaged, misdescribed or incorrectly supplied, we will handle reasonable return costs in accordance with applicable legal obligations.

13. Original Delivery Costs

Standard shipping on prettylovelyx.shop is free.

Accordingly, there is normally no standard outbound delivery charge to refund.

Where a customer has paid for any optional premium delivery service, any refund of delivery costs will be handled in accordance with applicable law.

14. Refund Processing

Once returned goods have been received, or where other evidence legally permits a refund to be processed sooner, we will inspect or review the return as reasonably necessary.

Approved refunds are generally issued to the original payment method.

Under statutory cancellation rules, refunds will be processed within the period required by applicable law.

Banks, card issuers and payment service providers may require additional time to post the refund after it has been issued by us.

15. Refund Amount

Where a full refund is required, it will generally cover the amount legally refundable for the relevant product.

A lawful deduction may apply where a customer has handled goods beyond what is reasonably necessary to establish their nature, characteristics and functioning and the resulting reduction in value can legally be deducted.

No deduction will be made where prohibited by law.

16. Exchanges

We may offer an exchange where appropriate and where replacement stock is available.

However, availability cannot be guaranteed.

Where an exchange is not available, an alternative legally appropriate remedy may be offered.

17. Sale and Promotional Products

Products purchased during a sale or promotion remain subject to applicable statutory consumer rights.

A reduced price does not remove a customer's rights where the product is faulty, not as described or otherwise non-conforming.

Any voluntary promotional return condition will not override mandatory statutory rights.

18. Refused Deliveries

Refusing a parcel does not necessarily complete a legally effective cancellation request in every circumstance.

Customers wishing to cancel should contact:

info@prettylovelyx.shop

This allows us to identify the order and process the cancellation appropriately.

19. Failed Delivery Caused by Customer Information

Customers are responsible for providing accurate and complete delivery information.

If a parcel cannot be delivered because incorrect or incomplete information was supplied by the customer, we will work reasonably with the customer and carrier to determine available options.

Nothing in this provision overrides mandatory consumer rights.

20. Chargebacks

We encourage customers to contact us first when a transaction problem occurs so that we have an opportunity to investigate and resolve the matter.

This does not restrict any lawful rights customers may have through their card issuer, payment provider or applicable law.

21. Abuse and Fraud

We may investigate return activity where there is reasonable evidence of:

• Fraud;
• Product substitution;
• Deliberate damage;
• False claims;
• Abuse of return procedures; or
• Other unlawful conduct.

This provision will not be used to prevent customers from exercising legitimate statutory rights.

22. Proof of Purchase

We may request reasonable proof that the product was purchased from prettylovelyx.shop.

Evidence may include:

• Order confirmation;
• Order number;
• Payment record; or
• Other reasonable transaction evidence.

23. Consumer Rights

Nothing in this Return and Refund Policy is intended to exclude or restrict legal rights under applicable UK consumer legislation.

Where a provision of this policy conflicts with a mandatory statutory right, the statutory right will apply.

24. Contact

For cancellations, returns, damaged goods, defective products or refunds, contact:

prettylovelyx.shop
Email: info@prettylovelyx.shop