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)?

If you are returning a faulty product within warranty for exchange or replacement, there will be no charge. Proof of damage will be needed and upon inspection, we will arrange for the item to be collected.

If you are consumer you have up to 14 days from delivery to request a full refund of your original order. However, you must return the product at your own expense. If you request that we arrange shipping on your behalf, then this cost will be deducted from your refund.

Please contact our customer service team on 01494 769 222 or email sales@physicalcompany.co.uk us for a returns number and we discuss method of return.

If you are a consumer requesting to return an item that was purchased more than 14 days from delivery, or you are a Business customer, in addition to paying for your own return costs, your returned items may also be subject to a 10% re-stocking fee which will be deducted from your final refund.

The cost of collection varies depending on the product and location. If you elect to use our collection service , we will do this on a cost basis. Please contact our customer service team on 01494 769 222 or email sales@physicalcompany.co.uk us for a returns number and we discuss method of return.

It may be cheaper for you to use a third party such as parcle2go or Hermes.
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 sales@physicalcompany.co.uk 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 sales@physicalcompany.co.uk or calling 01494 769222. 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 and will be deducted from your refund. All items should be returned in their original condition, unopened and in a resalable condition. For Business Users - 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. 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 over the phone then you have up to 14 days from delivery to request a refund including the standard cost of shipping the goods to you. You will pay for the cost of any return freight.

If you are requesting to return an item that was purchased more than 14 days from delivery, or you are a Business customer, the cost of outbound shipping will not be refunded.

Your returned item may 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 sales@physicalcompany.co.uk 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 free of charge.
Will I get a refund on my shipping costs?

Customer Policy

If you are a consumer, retail or trade customer that purchased using our website or purchased over the phone, then you have up to 14 days to request a refund. If you choose to send the items back we will refund standard shipping costs only if the full order is being returned (if you choose express shipping the surcharge will not be refunded). If you are returning part of the order we are unable to refund any shipping costs. The product/s must be unused and sent back in its original packaging to obtain a refund in full. We recommend that all items are returned via a tracked delivery method, as we will not be liable for any damage or loss whilst in transit. Once the product has been received and inspected, we will provide you with the refund requested.

If you would like us to arrange collection for you, a full refund will be given on the product only - not the shipping costs.

If you wish to return an item please contact our customer service team on 01494 769 222 or email sales@physicalcompany.co.uk 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 sales@physicalcompany.co.uk or by calling 01494 769 222.