Returns & Refunds

Your rights under the Consumer Rights Act 2015, plus your right to cancel and our change-of-mind policy

Your consumer rights

Under the Consumer Rights Act 2015 our goods must be as described, of satisfactory quality and fit for purpose. If goods are faulty, not as described or unfit for purpose, you normally have a 30-day right to reject them for a full refund. After that period, you may be entitled to a repair or replacement and, in the circumstances provided by law, a price reduction or refund. You may also be entitled to compensation for reasonably foreseeable loss or damage. Nothing on this page limits your statutory rights.

14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a 14-day right to cancel a distance purchase, starting the day after you receive the goods, and to receive a refund. To cancel, contact us using the details on our Legal page. You do not need to give a reason. You then have a further 14 days after notifying us to send the goods back.

30-day change of mind

In addition to your statutory rights, we accept change-of-mind returns within 30 days of delivery. The item must be unused, in its original condition and packaging, and in a re-saleable state. These additional conditions do not limit your statutory rights, including the right to inspect goods as you would in a shop. Where legally permitted, a refund may be reduced for loss in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning.

How to request a return

Email info@pavonex.co.uk or call +447460616821 with your order number. We will provide return instructions and the correct return destination. Contacting us helps arrange the return and does not make a statutory cancellation dependent on approval. Do not assume the business contact address is the return destination. Pack your items securely to help prevent damage during return transit.

Refunds

Refunds go to the original payment method. For a statutory cancellation, we refund within 14 days of receiving the returned goods or evidence that you sent them back, whichever is earlier, subject to the applicable legal rules. Any standard outbound delivery charge paid on a past order is refunded where required by law. Delivery on current UK orders is free. Your payment provider may take additional time to display the credit. For a valid consumer-guarantee claim we also cover the cost of returning the item. For a change-of-mind return, the cost of return postage is the customer’s responsibility unless the item was faulty or sent in error.

Faulty or damaged on arrival

If your item arrives damaged or faulty, contact us with your order number. Photos can help us investigate damage, but they are not a condition of your statutory rights. We will provide the remedy required by law at no cost to you.

Optional cancellation form

You may email the following to info@pavonex.co.uk; use of this form is not compulsory: