Refund policy
Returns and Refunds
Change-of-mind returns
You may cancel your order within 14 days of receiving it without giving a reason.
To request a return, contact us at rhysj@pristineguard.co.uk within 14 days of delivery. Once you have notified us, you must return the items within a further 14 days. We will provide the return address and instructions by email.
Items should be returned in their original condition and packaging. You may inspect the product as you would in a shop, but we may reduce the refund if it has been used, damaged or handled more than necessary.
Unless the product is faulty, damaged or incorrect, you are responsible for the cost of returning it. We recommend using a tracked service because returned items remain your responsibility until received.
Damaged, faulty or incorrect items
Please inspect your order when it arrives. If an item is damaged, faulty or incorrect, contact us at rhysj@pristineguard.co.uk as soon as possible with your order number and photographs where appropriate.
If the item is confirmed as faulty, damaged or incorrect, we will arrange an appropriate replacement, refund or return at no additional cost to you.
Refunds
Once we receive and inspect your return, we will confirm whether the refund has been approved.
Approved refunds will be issued to the original payment method within 14 days of receiving the returned goods or evidence that they have been sent back, whichever is earlier.
Where required, the refund will include the original standard delivery charge. Any additional amount paid for an enhanced or express delivery service will not be refunded.
Please allow additional time for your bank or card provider to process the refund.
Order cancellations
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at rhysj@pristineguard.co.uk. If the order has already been dispatched, it will need to be returned using the process above.
Your statutory rights
Nothing in this policy affects your statutory rights under UK consumer law.