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Refunds & Returns
How many days do I have to return my order?
We always strive to ensure you are happy with the overall service and quality of product received from us. However, if you would like to return your new and unused item to receive a refund you may do so within the first 14 days of purchase. The item must be returned in full with intact packaging, appropriate labels and literature. Customised products, i.e. items printed with your logo, can only be returned if there is a manufacturing fault.
How much does it cost to return a product(s)?
The cost to return an item varies depending on the time since purchase, your customer type and the size of the item.
If you are a consumer that purchased using our website or purchased over the phone then you have up to 14 days to request a full refund. Please contact our customer service team on 01494 769 222 or email email@example.com us for a returns number and we will advise you of the method of return.
If you are requesting to return an item that was purchased more than 14 days from the request, or you are a Business customer, it will be your responsibility to have the item delivered back to Physical Company. Your returned item will also be subject to a 10% re-stocking fee which will be deducted from your final refund amount.
There are a few options available:
- For us to arrange the collection of items under 2kg it can be sent back via standard postage - A collection charge of £5 will apply.
- For us to arrange the collection of items over 2kg it must be sent via courier – A collection charge of £15 will apply.
- You can return the item yourself using Royal Mail for items under 2kg, or by using Parcel2Go.com for heavier items.
If by exceptional circumstances your item has arrived damaged, faulty or is the wrong item we will work to have the item returned free of charge. If this is the case please contact our customer service team on 01494 769 222 or email firstname.lastname@example.org. Proof of damage will be needed and upon inspection, we will arrange for the item to be collected.
What should I do if I haven't received my refund yet?
Providing your refund application has been successful, we aim to process refunds within 24 hours of the items coming back to us. However, during peak periods, please leave up to 7 days from us receiving the returned item. If you have not received your refund within 7 days, please contact one of customer service representatives on email@example.com or phone 01494 769 222.
How do I return my product(s)?
Prior to returning any items, please contact one of our customer service representatives to obtain a returns number.
You can speak to one our representatives either via emailing firstname.lastname@example.org or calling 01494 769 222. You will be advised on the method of return and be provided with a mandatory returns form to complete. Failure to include a completed return from may delay the process. To download a returns form please click here. Items under 2kg can be sent returned via standard postage. Items over 2kg will need to be returned by a different service – we recommend Parcel2Go.com.
If you would like us to arrange the collect for you please contact us – a collection charge will apply. All items should be returned in their original condition, unopened and in a resalable condition. Products originally despatched within a free delivery promotion period, and are then subsequently returned for credit, will have the cost of the original dispatch deducted from any credit that is then deemed due.
Customised products, i.e. items printed with your logo, can only be returned if there is a manufacturing fault. Items that can be easily copied; to include books, charts, videos, DVDs and CDs may not be returned unless damaged. Damaged goods of this nature will be replaced with the same title free of charge. To return items please send them to: Physical Company The Works Stokenchurch Bucks HP14 3RR
Will I get a refund on my shipping costs?
If you are a consumer that purchased using our website or purchased over the phone then you have up to 14 days to request a refund including the standard cost of shipping the goods to you. If you are requesting to return an item that was purchased more than 14 days from the request, or you are a Business customer, the cost of shipping the goods to you will not be refunded. Your returned item will also be subject to a 10% re-stocking fee which will be deducted from your final refund amount. If you wish to return an item please contact our customer service team on 01494 769 222 or email email@example.com us for a returns number and we will advise you of the method of return. If you are sending back an item due to it being faulty, damaged or the wrong item we will arrange for the collection of the item.
How will I get my refund?
Once your refund has been authorised, we aim to have your refund with you as soon as possible or within 7 days of receiving the items. You will be refunded via the same method that you used to pay for the product(s). Once refunded your bank still needs to process it. The amount of time to reach your account can vary from bank to bank.
Why do I have to wait for Physical Company to receive my returned product(s) before I can get a refund?
To commence the refund process, we need to make sure that your returned item(s) meet the return conditions. We need to ensure the products you returned were purchased within 14 days of receiving your order and that is has been returned with full undamaged packaging and literature.
Can I exchange my product(s)?
Unfortunately, we do not process online exchange requests. However, if you contact our customer service representatives they will be happy to talk through the options with you. You can speak to one of our representatives by emailing firstname.lastname@example.org or by calling 01494 769 222.