Effective Date: 10th May 2024

Our Returns and Refunds Policy forms part of, and must be read in conjunction with, our Website Terms and Conditions. It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise, then these need to be reported to us immediately so that we can investigate. Our Returns and Refunds Policy does not affect your statutory rights.

 

Returns will be accepted for the following reasons

Damaged or faulty products:  We take care to pack your products carefully so that they won't get damaged in transit. If, for whatever reason, they arrive damaged or faulty, we will send you an available replacement.

• Incorrect orders or items received.
• Items damaged during shipping.

 

Exclusions and non-returnable items

The following items are non-returnable:

• Site-wide sale items are final unless an item is proven to be damaged or faulty.
• Personalised or custom-made items.
• Change of mind after 30 days of receiving items

 

Timeframes for initiating a return for damaged or faulty items

We ask that you let us know within 3 days of receiving them in the mail.

We will arrange for the damaged or faulty product to be returned to us and you can let us know whether you would like us to either:

• send a replacement to you; or
• provide you with a refund.

Please see details below on how to organise a return.

 

Change of mind

Changed your mind? No problem. If for any reason you are not completely satisfied with your purchase, we will happily accept returns if the item is unused with the original tags still attached and in the original packaging which must be in the original condition. The item must be unworn, unused and free of stains, deodorant marks, pet hair of perfume smells. Upon receipt, we will issue you with a credit note/store credit, if you notify us within 30 days of purchase. Please note that we do not refund the postage fees for change of mind returns. Please see “How to return change of mind products” for details on how to return.

 

How to return products

To return an incorrect, faulty or damaged product, please follow the simple steps below:

1. To let us know the issue and that you would like to arrange a product return. We will advise the best address for you to send the products to. Contact us via info@patiencemade.com with the order number, order date and reason for return. Please also advise if you would like a replacement item (if available) or a refund.
2. Pack and seal the item/s in their original shipping package and post them back to us.
3. We will organise a refund or replacement depending on the option you have selected. Please allow for up to 14 business days to process a refund. Note that replacement delivery timeframes are subject to stock availability.

 

How to return change of mind products

To return a change of mind product for a store credit, please follow the simple steps below:

1. Let us know you would like to arrange a product return. We will advise the best address for you to send the products to. Contact us via info@patiencemade.com and provide your order number, order date and “change of mind” in the subject or body of the email.
2. Pack and seal the item/s in their original shipping package and post them back to us.
3. Provided that we receive the products in their unused and unopened condition we will arrange for a credit note to be provided. Your credit note is awarded after the return item has been received by Patience Made. Please keep all email references regarding your credit note/store credit.

 

We recommend that you return the product via Registered post (with tracking). Patience Made will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post. Customers are responsible for the cost of return shipping.

 

Restocking fees or return shipping costs

Restocking fees or return shipping costs may apply in certain cases.

Customers will be notified of any applicable fees or costs during the return process.

 

Will you refund my postage costs to return an item?

We are more than happy to refund postage costs to return an item where the return is required due to our error, for example:

• If the item is damaged or faulty; or
• If we sent you the wrong item.

 

Dispute resolution

Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our Website Terms and Conditions. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.

 

Policy updates

We reserve the right to update or modify this Returns and Refund Policy at any time. Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.