The Pink Monkey Company Ltd

Returns & refunds

We take pride in our high standards and friendly and personal customer service. However, we understand that on occasion goods may not arrive in their correct condition or you may have reason to cancel your order. As such please see the procedures below to rectify these situations.

Cancellations

You have the right under the distance selling regulations (DSR) 2000 to cancel your order for any reason.

Should you wish to cancel your order and payment has been taken, but not dispatched a full refund will be given. If the goods have already been dispatched, please follow instructions as below.

If you decide that you wish to cancel your order once you receive the goods, you have up to seven days, starting the day after you received the item to cancel your order. You must do so either by email, letter or fax stating the reason you wish to cancel. Telephone cancelations are not valid. A full refund of the goods and the original delivery charge will be given in the same way in which you paid for your goods. If you have paid by cheque and we owe you a full or partial refund, we will send a refund cheque for the correct amount. If you have paid by credit/debit card we will refund direct to your account with which you paid.

You must take reasonable care of the goods whilst in your possession and package them suitably with the original packaging if possible. The goods must be returned to us within seven days of you notifying us of your cancellation and you must pay for the return delivery.

Damaged / faulty goods

In the rare event that your goods arrive damaged in transit, are faulty or in the case of antique/vintage items, not as described, please inform us by email, letter or fax stating the problem and whether you wish to have a replacement or a refund of the problem item. Please inform us within 30 days of you receiving them, starting the day after which you received them. If you would like a refund we will give a full refund of the problem item and the delivery charge. If you wish to receive a replacement we will send one as soon as is reasonably possible with no additional cost to you. If the item is to be replaced and is temporarily out of stock them we will inform you by email, phone or in writing immediately regarding the delay.

The faulty goods should be returned to us within seven days starting the day after you notified us of the problem. Please return them suitably packaged with the original packaging if possible and with your proof of purchase. We will refund any postage costs incurred on receiving the goods back. Please obtain a receipt as proof of postal purchase for your own records.

The returns policy does not affect your statutory rights.

Bespoke / personalised items

We regret that we are unable to offer refunds on personalised or bespoke work. Personalised or bespoke work is made to order. However, if we have made an error in fulfilling your order, we shall promptly correct or replace the items supplied to you. This policy does not affect your statutory rights. Complaints regarding personalised or bespoke work must be made in writing within 30 days of delivery, starting the day after you received them, or they will not be considered.

Please click here to see our full Terms & Conditions.