Refund policy

Last Updated: June 13, 2026

Thank you for shopping at Pierre Francis. If, for any reason, You are not completely satisfied with a purchase, We are happy to offer a refund or exchange in line with the terms below.

Interpretation and Definitions

  • Company (referred to as "We", "Us", or "Our" in this Agreement) refers to Pierre Francis Ltd, 15 Burnet Lane, Broughton, HP22 7DD.
  • Goods refer to the items offered for sale on the Service.
  • Service refers to the Website: www.pierrefrancis.co.uk.
  • You means the individual accessing or using the Service. We distinguish between "Consumer" (individual/personal use) and "Trade Client" (business/resale use or Trade Account holder).

I. Your Return and Cancellation Rights

A. Statutory Right of Withdrawal (14 Days)

In addition to our standard store policy, standard UK and EU consumers have a legal right to withdraw from a purchase contract within 14 days without providing any reason. For full details and to access the digital cancellation form, please review our Statutory Right of Withdrawal Policy.

B. Extended Store Return Policy (30 Days)

As a voluntary extension to your statutory rights, You have 30 calendar days from the date you received the Goods (the date the final item in the order was delivered) to request a standard return or exchange. Once your request for a return or exchange is formally acknowledged and approved by Us, the Goods must be shipped back to Us no later than 14 calendar days from that date.

II. How to Initiate a Return or Exchange

You must formally inform Us of your decision to return or exchange before sending the item back. Unauthorised returns may be rejected.

  1. By email: sales@pierrefrancis.co.uk
  2. By using your store customer account.
  3. By visiting our Returns Portal: https://www.pierrefrancis.co.uk/apps/returns-and-exchanges/

III. Conditions for Returns and Exchanges

For the Goods to be eligible for a return or exchange, please ensure that:

  • The Goods were received by You in the last 30 days.
  • The Goods are returned in their original, unused, and undamaged condition.
  • The Goods include all original tags attached.
  • The Goods are repacked with all original product packaging (branded bags/boxes).

A. Non-Returnable Goods (All Customers)

The following Goods cannot be returned or exchanged unless faulty:

  1. Personalised Goods: Goods made to Your specific size, specification, or which are clearly personalised/branded.
  2. Hygiene: Goods not suitable for return due to health protection (e.g., masks, underwear) that were unsealed after delivery.

B. Special Rules for Trade Clients (B2B)

Due to the commercial nature of Trade orders, the statutory 14-day Consumer Right of Withdrawal does not apply. To protect our wholesale pricing structure, the following strict terms apply to all B2B transactions:

  • Notification Period: You must notify us of any shortages, damages, or discrepancies within 48 hours of delivery.
  • Restocking Fee: Non-faulty returns for Trade orders are subject to approval and may incur a 15% restocking fee to cover logistics, inspection, and repackaging.
  • Sample Orders: We strongly recommend ordering single samples for sizing verification before placing bulk volume orders.
  • Volume Returns: We do not accept returns on bulk orders (5+ items of the same style) simply due to sizing issues if samples were not purchased prior.
  • Clearance Items: For Trade Clients, items marked as "Clearance" or "Sale" are final sale and non-returnable.

C. Consumer (Retail) Rights on Sale Items

  • First 14 Days: In compliance with UK Law, Consumers may return Sale items for a full refund within 14 days of receipt.
  • Days 15-30: After the statutory 14-day period, items marked as "Final Clearance" are eligible for exchange or store credit only.

IV. Exchange Policy

We are happy to process exchanges for a different size or colour, subject to stock availability.

  • Return Shipping Cost: You are responsible for the cost and risk of shipping the original item back to Us.
  • First Exchange Shipping (Complimentary): We will ship the first exchanged item back to You free of charge (Limit one free shipping per order).
  • Subsequent Exchanges: All further shipping costs after the first complimentary shipment will be charged to You.

V. Refunds

A. Return Shipping Costs (Sending items back to Us)

You will be responsible for paying for your own shipping costs for returning your item. Return shipping costs are non-refundable. We strongly recommend using an insured and trackable mail service, as We cannot issue a refund without actual receipt of the Goods.

Return Address: Pierre Francis Ltd, 15 Burnet Lane, Broughton, HP22 7DD, United Kingdom.

B. Outbound Shipping Refunds (Getting money back)

  • UK Orders: If you are a Consumer in the UK cancelling your entire order within 14 days, We will refund the basic cost of outbound delivery. Enhanced delivery costs (e.g., Next Day) are not refunded.
  • International Orders: Outbound shipping charges for orders shipped outside the UK are non-refundable. If you return an international order, only the cost of the Goods will be refunded.

C. Refund Processing

We will process Your refund no later than 14 calendar days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order.

VI. Gifts

If the Goods were marked as a gift and shipped directly to you, You will receive a gift credit for the value of your return. If the Goods were not marked as a gift, the refund will be sent to the original purchaser.