Returns & exchanges

30-day returns and cancellation rights

Our 30-day return promise: Tell us that you would like to return an eligible item within 30 calendar days, starting the day after delivery. If an order arrives in separate parcels, count from the day after the last delivery. Send the item back within 14 days after you notify us.

Your statutory cancellation right: You can cancel an eligible online purchase before delivery or within 14 days starting the day after delivery, then have a further 14 days to send it back. Our 30-day promise adds to, and does not restrict, these rights.

Email support@pinebrooks.co.uk or use our contact form, saying you would like to return or cancel and identifying the items. Your order number and purchase email help us find your order. You do not need to give a reason, seek approval or use a particular form to exercise your statutory cancellation right. Keep a copy of your message.

Returning your items

After you notify us under either our 30-day returns promise or your statutory cancellation right, send the goods back without unnecessary delay and within 14 days starting the day after your notice.

UK return postage is free. Contact support@pinebrooks.co.uk for your prepaid return label. Keep proof of posting and include information identifying your order. The return deadline is a deadline to send the parcel, not for it to reach us. Your cancellation does not depend on waiting for our reply.

Use the address on your return label or our postal returns address for parcels.

Where to send your return

Send return parcels and correspondence to Bonnie Cottage. Pinebrooks Clothing Ltd is registered in England & Wales, company number 16960754.

Trying items on

You can inspect and try on items as you would in a shop. For returns under our additional 30-day promise, please keep items unworn beyond trying them on, unwashed and in a resalable condition, with tags and packaging where possible. Pack your parcel securely.

Missing original packaging does not automatically remove your statutory cancellation right. Where the law permits, we may deduct a genuine loss in value caused by handling beyond what was needed to inspect the goods. Nothing in our voluntary return conditions limits your statutory rights.

Refunds

For both eligible returns under our 30-day promise and statutory cancellations, we refund without undue delay and within 14 days after receiving the returned goods, or receiving evidence that you sent them back, whichever happens first. If we offer to collect the goods following statutory cancellation, the deadline is 14 days after you notify us.

For a whole order cancelled within the statutory cancellation period, we also refund the standard outward delivery charge you paid. Any extra charge for upgraded delivery is not refundable. If you return an item under our additional 30-day promise after the statutory cancellation period, we refund the returned item price but not the original delivery charge, unless otherwise agreed.

Refunds use the original payment method unless you expressly agree otherwise. There is no refund or restocking fee. Store credit is optional.

Exchanges

For an eligible return, postage for a UK exchange is also free. Tell us which replacement size or item you would like so we can check availability. Any difference in item price will be agreed with you. Choosing an exchange is optional and does not remove a statutory right to a refund.

Exceptions

A change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised, or goods that deteriorate rapidly. It can also end when a genuine health or hygiene seal is broken on goods that are unsuitable for return once unsealed.

These are narrow exceptions: sale status, a supplier special order or an ordinary clothing category is not itself an exclusion. These exceptions do not remove rights relating to faulty or misdescribed goods.

Faulty, damaged or incorrect goods

Contact support@pinebrooks.co.uk with the order details and the problem. If goods breach your statutory rights, you normally have 30 days after delivery to reject them for a refund. This is separate from change-of-mind cancellation.

Your rights continue after 30 days and may include repair, replacement, a price reduction or a refund, depending on the circumstances. We cover reasonable return costs for goods rejected under these rights. A refund due following rejection will be made without undue delay, within 14 days beginning when we agree that you are entitled to it.

Model cancellation form

You may copy this form into an email or letter. Any other clear cancellation statement is equally valid. An order reference helps us find your purchase but is not required if we can otherwise identify it.