Returns & cancellations

Your 30 days

You have 30 days from delivery to send something back for a refund, and you do
not have to tell us why. That is our own policy and it is deliberately longer than the law
requires. It sits on top of your statutory rights — it does not replace them, and
nothing on this page can.

The statutory minimum in the UK is shorter — the Consumer Contracts (Information,
Cancellation and Additional Charges) Regulations 2013 require 14 days. We give you 30, and 30 is
what we operate to in every case. If a fault is involved the Consumer Rights Act 2015 applies
instead, and that is set out further down.

How to start a return

Email contact@punichair.com, ring
+44 7868 237042, or use the
contact form. Give us your order number and say whether
the item is faulty or simply not right for you. We arrange the collection within one working day.
We pay the return carriage, on change-of-mind returns as well as faults, and there
is no restocking fee.

You do not need an authorisation number and there is no form to fill in. Wait for us to send
the label rather than posting anything back yourself, so that the parcel is tracked and insured
and neither of us is arguing with a carrier about a box that cannot be traced.

Condition we can accept

It needs to come back as it arrived: unused, clean, with any lid, strainer, saucer or ring it
came with, in its original packaging where you still have it. Unboxing something and looking at it
the way you would in a shop is expected. Going further is different — a teapot that has been
brewed in, a pot that has been on a hob, or chopsticks that have been eaten with cannot be sold
again, and we may reduce the refund to reflect the drop in value. If the packaging has gone, tell
us and we will send some.

Faulty or damaged goods

If something arrives damaged, or develops a fault that is not down to how it was used, none of
the condition rules above apply. Under the Consumer Rights Act 2015 goods must be
of satisfactory quality, fit for purpose and as described. Within 30 days of delivery you can
reject a faulty item outright for a full refund. Between 30 days and six months you can ask for a
repair or replacement, and if that does not put it right you are entitled to a refund, which may be
reduced to reflect the use you have had; in that period the law assumes the fault was there at
delivery unless we can show otherwise. The same remedies run for up to six years in England and
Wales, though after six months it is for you to show the fault was present when it arrived. We
collect at our cost either way and you choose replacement or refund.

Your refund

We check the item when it reaches us and refund to the card or account you paid with. Most
refunds leave us within five to ten working days of that check, and never later
than two weeks from the goods reaching us or from your proof of posting, whichever is sooner —
that outer limit is what the Consumer Contracts Regulations require of us. You get the full price and the
delivery you paid — which, since delivery is free and we cover the collection, means a
straightforward return costs you nothing at all. We are not VAT registered, so no VAT was charged
and none is deducted.

Cancelling before dispatch

If you catch us before the order leaves, we cancel it outright and refund in full — no
collection, no packaging, nothing to send back. Small items go the same working day, so be quick if
you have changed your mind.

What is not covered

Fair wear and tear, and the gradual dulling of a wax finish on wooden items with use. Chips,
cracks and crazing caused by dropping, knocking or thermal shock — putting a hot pot into
cold water, or ceramic straight from the fridge onto a flame. Damage from ignoring a stated care
instruction, most often hand-wash-only wooden items put through a dishwasher, or the KAKOMI pot
put in a microwave. Silicone rings that have hardened after long service, which are a consumable
and are sold separately.

Complaints

If we have not put something right, say so and it goes to the person who runs the business
rather than round a queue. If we still cannot settle it between us, an alternative dispute
resolution scheme may be open to you — ask and we will tell you which. None of this affects
your statutory rights.