Returns and refunds
The following terms only apply to goods and services bought via the www.plumenshop.com.
For Plumen goods bought from any other outlet please refer your request to the outlet from which you bought it from.
i. Return of non-faulty products
Under the United Kingdom’s Distance Selling Regulations, you have the right to cancel the contract for the purchase at any point from the time of ordering until 14 working days after delivery. To qualify for a refund as a result of such a cancellation you must contact us in writing within 14 days of taking delivery. To do so please email us at firstname.lastname@example.org with the subject Plumen Return, stating the Order ID number, which you can find in your order confirmation email from email@example.com, your name and address, the date you placed the order and giving your clear instruction to cancel the order. We will then send you a Return Merchandise Authorization by email as well as the Returns Address.
If the order has already been dispatched:
- we must receive the item at our Plumen Returns Address within 14 working days after you have notified us about the cancellation with the Cancellation Reference Number clearly marked on the outside of the package.
We are unable to offer free returns on your order so we recommend that you use a tracked and insured delivery method as all costs and responsibility will remain yours until your return has been signed for by someone of our team. We do not accept responsibility for products lost or damaged in the post.
- Upon reception, we will check the product is unused and in its original, saleable condition (complete product and packaging).
If the conditions above are met in full we will issue a refund to the method of payment used to pay for the item.
If we receive a returned item and the conditions above are not met in full then we will be unable to issue a refund. In this case we will contact you to organise the return of the item at your expense.
ii. Return of faulty products
We guarantee all our light bulbs for two years from purchase and will replace or refund any faulty item depending on the circumstances and after acknowledgement of the failure by Plumen and issue of a Return merchandise authorization.
For all non-light bulb electrical items, we guarantee these products for one year and will replace or refund faulty items if returned and received at our returns address within one year of delivery and in accordance with the above returns process.
If the fault is not confirmed at our absolute discretion, or due to a technical failure but rather user handling or the conditions above are not met in full we reserve the right to not issue a refund or replacement. In this case we will be in contact to determine whether you wish the item to be returned to you at your expense.
This returns policy does not affect your statutory rights.