If you no longer want your product, you must send it back within 14 days. The product must be in its original condition, unopened, unused and in a resellable condition to receive a full refund. If you are returning the item after 14 days, we charge a 10% re-stocking fee which will be deducted from your refund. Please note we inspect all returned items to us to make sure the above criteria has been met before issuing refunds.
If you are a Commercial customer and would like to return items that are no longer required, the product must be in its original condition, unopened, unused and in a resellablecondition. We charge a re-stocking fee of 10% which will be deducted from your refund.
We aim to check in and inspect all product returns within two working days from receipt.
Refunds / Credits will be issued within three working days after returns have been checked in.
Please note, it can take up to four working days for any refunds to show on your credit card statement. 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. If you have not received your refund within 7 working days, please contact one of customer service representatives on sales@physicalcompany.co.uk or phone 01494 769 222.
All returned products must have a returns number, contact our Customer Service team to obtain this and a completed returns form, click here to return a product. Failure to complete the form or obtain a returns number may delay the process.
We can organise for your items to be collected, however please note the cost of collection varies depending on the product and location. If you would like us to arrange a collection, please contact our Customer Service team on sales@physicalcompany.co.uk / 01494 769222 who will provide you with a cost.
If you are organising the return yourself, please be aware that due the varying weights of our products we recommend using different methods. If you are returning something that is under 2kg this can be returned via standard postage. Items over 2kg will need to be returned by a different service – we recommend Parcel2Go.com.
Please ensure that all items are returned via a tracked delivery method, as we will not be liable for any damage or loss whilst in transit.
If the product has been custom made for you, we can only accept returns if there is a manufacturing fault. Please contact our Customer Service team if you have any issues regarding your custom product/s.
If you arrange your own return of the full order back to our warehouse, we will refund the full shipping cost. However, if only part of the order is returned and some items are kept, we are unable to refund the shipping costs.
If you would like us to arrange the return for you then the shipping costs will not be refunded.
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.
To commence the refund process, we need to make sure that your returned item(s) meet the return conditions. The product must be in its original condition, unopened, unused and in a resalable condition to receive a full refund. If they are not returned in this manner, then it may lead to your refund being delayed or deductions from your refund.
Unfortunately, we do not offer exchanges 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 sales@physicalcompany.co.ukor by calling 01494 769 222.
In the unlikely event that you receive a faulty product, please inform us within 48 hours of receiving the item and we will arrange for a replacement or refund to be sent at no additional cost. Proof of damage will be needed. Please contact our Customer Service department on sales@physicalcompany.co.uk / 01494 769222.
