DELIVERY & RETURNS

Due to our items being made to order, we do not currently accept returns unless the product is faulty.

 

Your statutory rights in the UK are not affected by our returns policy. You have the right to return faulty goods (meaning they are not of satisfactory quality, not fit for purpose, or not as described) in accordance with the Consumer Rights Act 2015.

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For faulty products (not of satisfactory quality, not fit for purpose, or not as described), you can return them to us within 30 days (longer periods may apply under the Consumer Rights Act 2015), and we will refund the price paid and the basic delivery charge for returning the product to your original payment method. 

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In the unlikely event that you receive a faulty product or an incorrect item, please notify us within 48 hours with attached photos of the faulty item and a full description. We will provide you with instructions to return the faulty product for a replacement.

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If we have sent you a product in error or if it is faulty, we will refund the postage charges you paid to receive and return that product unless it was sent together with other products that you are not returning.

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To be eligible for a refund of return postage charges, please enclose a copy of your receipt detailing the charges. Failure to do so will result in us refunding only the value of the received item(s). The reimbursement of return postage may take up to 30 days to be processed.

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Before returning your items, ensure that you have contacted our team at squarepegit@gmail.com. Faulty returns received without prior authorisation and confirmation from our team will not be refunded postage fees.

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Step-by-step return process:

1. Package your return: All individual items (excluding faulty merchandise) must be in saleable condition and returned in their original protective packaging with the barcode(s) and/or tags intact. The outer packaging can be of your choice (e.g., box, envelope), but please note that we cannot accept the return of products that have been opened or used, except for faulty items.

2. Include the printed and completed return slip: Print and complete the returns slip and include it in your return package. Ensure you provide your order number, your details, the goods you are returning, and the reason.

3. Address to 'Returns, Square Peg It': Please note that this is not a prepaid service. Send your parcel to: RETURNS, SQUARE PEG IT, 10 HODSON COURT, SAWTRY, PE28 5WH.

4. Post it! Return items through a traceable service for your safety. The parcel remains your responsibility until it reaches us, so we recommend obtaining a proof of postage. Please note that you will be responsible for the costs of returning the items unless they are faulty.
    

Allow up to 28 days from the day the parcel is posted for your refund to be processed or your replacement to be dispatched. We will notify you via email once your refund or replacement order has been processed. Refunds will be processed within 7 days of receiving your parcel, and it may take up to 7 days for the refund to reflect in your account.

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In cases where a postal carrier returns an undeliverable package to us, we will issue a full refund (excluding delivery charges).

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Please note that we are unable to re-send packages that are returned to us as undeliverable. If you still wish to purchase those products, you can place a new order. A package may be considered 'undeliverable' if the address provided was incorrect or if, after three failed delivery attempts, it has not been collected from the local collection office and has been returned to us.

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We will refund these orders (excluding delivery charges) within 28 days of receiving them back to us, and you will be notified by email to confirm the return's receipt.