Returns and cancellations

Changed your mind?

You can cancel an online order without giving a reason. Tell us within 14 days, starting the day after your goods arrive. If one order arrives in separate deliveries, the period starts the day after the last item arrives.

You can also cancel before your order is dispatched.

If your parcel has already been sent, you will need to return the goods. Send them back within 14 days of telling us you want to cancel.

How to cancel and where to return goods

Email store@pinpatch.uk, write to us or use the Contact page. Include your order reference, the items concerned and a clear statement that you are cancelling. You do not need our permission or a particular form to exercise the right to cancel.

Send returns to PinPatch, BIG YAWN MEDIA LTD, 6 Willow Close, Littlethorpe, Leicester, LE19 2JE. Include enough information inside the parcel to identify your order. Pack the goods securely and retain proof of postage.

Contact PinPatch

Return postage and condition

For a change-of-mind return, you pay the direct cost of sending the goods back. You can inspect an item as you would in a shop. If handling goes beyond what is needed to establish its nature, characteristics and functioning and reduces its value, we may deduct that loss in value from the refund.

There is no restocking fee. Please return any supplied parts and packaging where reasonably possible; missing original packaging alone does not remove your statutory rights.

Refunds

If you cancel the whole order, we refund the amount paid for the goods and the delivery charge you paid. For a partial change-of-mind return, we refund the amount paid for the returned goods; the original delivery charge is not normally refunded.

We refund using your original payment method and do not charge a refund fee.

If the goods have been dispatched, we can wait until we receive them back or you provide evidence that you have sent them back, whichever happens first. We then refund without unnecessary delay and within 14 days of that date. Asking to cancel does not, by itself, start this 14-day refund period.

If your order has not been dispatched, we refund without unnecessary delay and within 14 days of being told that you want to cancel.

Faulty, damaged or incorrect items

Contact us with your order reference and a description of the problem. A photograph can help us understand the issue, but it does not replace your legal rights. We will explain the appropriate return or remedy and cover reasonable return costs where the goods are faulty or incorrect.

Your rights can include a refund, repair or replacement depending on the circumstances. They are separate from the 14-day change-of-mind period and apply to sale items too. Please contact us rather than paying for an expensive return service before we have discussed suitable arrangements.

Get help with an order

Optional cancellation form

You may use any clear cancellation statement. If you prefer, use the statutory model cancellation form linked below. Address it to PinPatch, BIG YAWN MEDIA LTD, 6 Willow Close, Littlethorpe, Leicester, LE19 2JE, or send it to store@pinpatch.uk.

Statutory model cancellation form