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I. Returns / exchanges procedure

  1. If the goods are to be rejected, the Customer shall comply with the return procedure as defined in this clause I. Pinkblink will not accept any returned goods should the return not follow the aforementioned return procedure.
  2. The Customer must follow this returns policy. This requires emailing Pinkblink (contact@pinkblink.co.uk) to notify their intention to return / exchange any goods, completing the form you can download here: download return form
  3. In cases where the rejection of the goods is due to a defect or discrepancy in the order, the Customer is entitled to a full refund within 7 days of the date of delivery of the products. The Customer must notify Pinkblink within 30 days of delivery and return the product to Pinkblink before the refund can be issued. We will examine the returned product and will notify you of and process your refund within a reasonable period of time and, in any case, within 7 days of the day we confirm to you that you were entitled to a refund for the defective product. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.
  4. In cases where rejection of products is due to a defect, exchange or misdescription, in addition to the right at clause I.3 above, for up to 6 months following the date of delivery, the Customer shall be entitled to a repair or replacement (in our discretion). You must notify us that such repair or replacement is required in accordance with our returns policy and return the product to us. If the product cannot be repaired or replaced then you will be entitled to a full refund. Following expiry of this period and for up to 6 years from delivery, you may be entitled to a partial refund. The rights described in clauses I.3 and I.4 are a summary of your key legal rights. For more detailed information please visit the Citizens Advice website at www.adviceguide.org.uk or call 03454 04 05 06.
  5. In cases where the rejection is due to an incorrect order from the Customer or to dissatisfaction (where we are not at fault), the Customer is entitled to a partial refund (full refund of the goods less any postage costs), unless the order is cancelled within the cooling off period in accordance with our Terms & Conditions clause XI, in which case a full refund will be given. However, the Customer will be responsible for the cost of returning the item to Pinkblink. Goods must be returned to Pinkblink before the partial refund can be issued.
  6. If any problems with your products cannot be satisfactorily resolved through our returns procedure, you may want to submit your issue for online resolution to https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage.
  7. In cases where you wish to cancel due to something we have done or are going to do, you should notify us in accordance with our returns procedure and we will refund you in full for any products not provided (including delivery costs). You may also be entitled to compensation. This includes the following:
    1. Pinkblink have told you about an upcoming change to the product or these terms which you don’t agree to;
    2. Pinkblink have told you about an error in the price or description or the product and you don’t want to proceed;
    3. Delivery of the products has been substantially delayed by an event outside of our control; and
    4. The Customer has a legal right to end the order because of something Pinkblink have done.
  8. In cases where the order or part of the order is a subject to exchange, the Customer is eligible for the cost of returning item to Pinkblink. Goods must be returned to Pinkblink before replacement item will be dispatched. Pinkblink will ship replacement item within 7 working days.
  9. Where the Customer wishes to return a Product it must either return them in person, post them back to Pinkblink or (only if they are not suitable for posting) allow us to collect them from you. Where you are returning products pursuant to our Terms & Conditions clause VI.6, and Returns / exchanges procedure I.3, I.4 or I.7 then we will pay the costs of postage or collection.

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