Delivery
Once payment is received, we endeavour to dispatch products on either that same day or the day after. Sometimes, unforeseen circumstances may mean that the dispatching of your products may take longer than the aforementioned times. In this situation, we would normally contact you directly and inform you of any delay. On the other hand, if we are aware of any dispatch delays in advance, we endeavour to inform site visitors of this in a clear fashion on our home page, including where applicable, our next intended dispatch date. If there is no such statement on our home page, you may assume that there are no anticipated delays. Under the Distance Selling Regulations 2000, you have the right to receive your ordered product(s) within 30 days of order creation. An exception to this is when you order products from us that are out of stock. In this case, the products you have ordered will be dispatched to you as soon as we acquire them. You will be notified on your shopping cart page, prior to checkout, if a product you have requested is not in stock. Orders will be sent using Royal Mail.
Returns Policy
At Pilonidal Products we want you to be satisfied every time you shop with us. However, we know you might wish to make an occasional return – and we aim to make the return process as simple as possible. Here is what you need to know. All items sold by us have a 30 day money back guarantee – unless otherwise stated at the time of purchase. However, certain conditions must be met in order to qualify for returning a product:
- You have completed a Returns Form within 30 days of us sending you the product. You must be logged in to view this form. Our address for sending returned products to can be found on the form. If you chose to order without creating an account, please contact us.
- The returned product in question must be received by us within 14 days of us receiving your Returns Form. For locations other than UK Mainland, we allow 30 days for this process.
- The product is returned in its original packaging - with all original documents and accessories (if any) included. We receive the product in the same condition* as it was when you received it. Damaged goods may not be accepted for return processing at all – and the sender will have the choice of either having the goods returned to them or not. You will incur the cost of sending back returned products which have not been accepted. Pilonidal Products will not re-send rejected returned products until payment for shipping is received. If this payment is not received by us within 14 days of giving you the choice to have the goods returned to you or not, Pilonidal Products will be under no obligation to return them. Whether a product is damaged or not is at the sole discretion of Pilonidal Products.
- You will incur the cost of return shipment* as well as the original cost of shipment to you. We suggest you use a traceable and insured form of carriage as we can not and will not assume responsibility for lost shipments from you to us. We strongly advise you to use Royal Mail for returning products as we won't be held responsible for any deliveries to us which are missed and subsequently returned to you. With Royal Mail, if we were to miss your returned product delivery, we would be able to easily collect the items in question from our nearest collection office. If you use a mailing company other than Royal Mail and we miss your delivery and you have the delivery returned to you, you will incur the cost of resending. This rule applies regardless of whether your product was damaged upon delivery to you. To clarify, we will only ever pay a maximum of one delivery cost per order from you to us. Furthermore, if you do use a mailing company other than Royal Mail and we miss your delivery and you have the delivery returned to you, it is at our sole discretion whether to extend the 14 day period or not that you have to return your product(s) to us (once a Returns Form has been submitted). If we choose to extend this amount of time, we will contact you directly with the extended deadline date. If you do not hear from us in such a situation, you can assume that the original 14 day period still applies.
If you fail to send us a Returns Form within 30 days of us sending you your product(s) or we do not receive your product(s) within 14 days of receiving your Returns Form, Pilonidal Products will be under no obligation to accept your returned product(s).
*If the product is damaged during delivery to you, then Pilonidal Products will cover the cost of return shipment to us. This money will be in the form of a refund only. Included in your refund will be the shipping costs that you paid for the product to be shipped from us to you (i.e. full refund). If you request a replacement product, this will be sent to you, where Pilonidal Products will cover the cost of shipment. The replacement product must be the same product that you originally ordered. If your replacement product is not in stock, you will be notified and you will be given the option to wait for it to be re-stocked or you can choose to receive a Pilonidal Products gift voucher. The amount of the voucher will cover the money owed to you. If you do receive a replacement product, you will continue to have the same rights as you did when you ordered the original product.
