Returns & Refunds

What if I don't like the product I ordered when it arrives?

You can return an item to us within 14 days of delivery for a full refund (less return or collection costs) once the product has been returned to us. Simply contact us within 14 days of receiving your product(s) and we will assist you with your return.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Can I cancel an order if I change my mind?

If you have a change of heart, you can cancel at any time before your item is dispatched/sent to our delivery partners. Simply contact us and we'll cancel your order and give you a full refund.

Cancellations made after the dispatch of your item(s) will need to be made at the time of delivery, via a refusal of delivery or within 14 days of delivery by contacting us. Once you have notified us of your unwanted item, we will arrange for collection of the item by our courier, who will advise you of a proposed collection date shortly after. You will receive a full refund (less return or collection costs set out below) once the product has been returned to us.

What if the item is damaged when it arrives or you are sent the wrong item?

Our quality team checks your product to make sure it's up to our standards before we dispatch it to you, so damage is rare. It’s also very important that you inspect your product upon delivery. If you’re not happy with the goods when you inspect them, please contact us.

If you only realise after the delivery that you're unhappy with the quality, or if we've sent you the wrong item, just contact us within 14 days of delivery, sending us a couple of photos of the damage or other issues with the product. Our team will assess your complaint and tell you how to return the item or arrange to collect the item from you, and either give you a full refund, arrange for a repair, or order you a replacement.

Please note: You will need to repackage your product, in order for our delivery partners to collect it.

How long will my refund take?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, depending on your method of payment.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@pacthera.com.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at 

support@pacthera.com and send your item to: 1 Cringle Court Thornton Road, Potters Bar, EN6 1JR, United Kingdom.

Note: We may need proof of purchase to process your refund.

Please read out the shipping policy for more information on returning orders for any of the reasons mentioned above.