Return & Refund Policy

Last Updated: 20 October 2026

At Pelnori, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help.

1. 30-Day Free Returns & Exchanges

We offer 30-day free returns and exchanges on eligible products.

You may request a return or exchange within 30 calendar days of receiving your order.

To qualify for a change-of-mind return, items must:

Be unused, unworn, and undamaged, apart from reasonable inspection.
Be returned with original accessories and supplied components.
Be accompanied by your order number or proof of purchase.
Meet the eligibility requirements outlined below.

We cover return shipping costs for eligible returns and exchanges arranged through our customer service team.

This additional 30-day policy does not limit your statutory consumer rights.

2. How to Request a Return

To start a return or exchange:

Step 1: Contact us at support@pelnori.com within 30 days of receiving your order.

Step 2: Provide your order number, the item you wish to return, and a brief explanation of your request.

Step 3: Our customer service team will review your request and provide return instructions and the appropriate return address.

Step 4: Securely package your item and follow the return instructions provided. Please send the item back within 14 days after receiving your return instructions, unless we agree otherwise or applicable law provides additional rights.

Please do not send products to an address that has not been confirmed by our support team.

3. Free Return Shipping

For returns and exchanges that qualify under our 30-day policy, Pelnori covers the cost of return shipping arranged through our approved return process.

Where a prepaid return label is unavailable, our team will explain the approved return shipping or reimbursement arrangement before you send your parcel.

Unauthorised or unnecessarily expensive shipping methods may not be reimbursed.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us promptly.

Include:

Your order number.
A description of the problem.
Clear photographs of the item and packaging, where available.

We will assess the issue and provide an appropriate resolution, which may include a replacement, repair, or refund.

Where goods are faulty or not as described, your statutory rights apply regardless of our voluntary returns policy.

5. Exchanges

If you wish to exchange an eligible item for a different size, colour, or available alternative, contact our customer service team within 30 days of delivery.

Exchanges are subject to product availability.

If your preferred replacement is unavailable, we will discuss a refund or another suitable option.

6. Refund Processing

Once we receive and inspect your returned item, we will notify you of the outcome.

We aim to complete return inspections and processing within 14 days of receiving your item. Where consumer law requires an earlier refund, that deadline will apply.

Approved refunds will be issued to the original payment method unless otherwise agreed.

The time taken for funds to appear in your account may vary depending on your bank or payment provider.

For cancellations covered by statutory distance-selling rights, we will refund the applicable standard outbound delivery charge as required by law. For voluntary change-of-mind returns made outside the statutory cancellation period, original delivery charges are not refundable unless otherwise agreed.

7. Non-Returnable Items

For change-of-mind returns, certain products may be excluded where permitted by law, including:

Perishable products.
Personalised or custom-made goods.
Sealed hygiene-sensitive products that have been unsealed after delivery.
Underwear or intimate products supplied in sealed hygiene packaging that has been opened.
Gift cards and qualifying digital products, where statutory cancellation exceptions apply.

These exclusions do not remove your legal rights if products are faulty, damaged, or not as described.

8. Your Statutory Rights

For UK customers, consumer protection legislation may provide additional rights, including a statutory cancellation period for many online purchases and remedies for faulty goods.

Nothing in this policy excludes or restricts those rights.