Refund policy

Refund and Return Policy

Last updated: October 28, 2026

We want you to be happy with your order. This policy explains how returns and refunds work at Plouise. It does not affect your legal rights as a consumer in the United Kingdom.

1. Your 14-day right to cancel

You can cancel your order for any reason within 14 days from the day you receive it. If your order arrives in more than one package, the 14 days start when you receive the last package.

After you tell us you want to cancel, you have another 14 days to send the item back.

2. Faulty, damaged or wrong items

This is separate from your right to cancel.

If your item is faulty or damaged, or is not what you ordered, please email us within 7 days of delivery with:

your order number
clear photos of the item and the packaging
a short description of the problem

Contacting us quickly helps us fix the problem faster. It does not limit your legal rights. Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Your rights include a 30-day right to reject faulty goods for a full refund.

For faulty, damaged or wrong items, we cover all costs. Depending on the case, and in line with your legal rights, we will offer one of these:

a free replacement
a full refund
a refund without asking you to send the item back, when returning it is not practical

3. Condition of returned items

When you return an item because you changed your mind, please:

return it in its original packaging, if possible
include all parts, accessories and labels
handle it only as you would in a shop to check it

If an item comes back with damage or wear beyond what was needed to inspect it, we may reduce your refund to reflect its lower value.

4. How to return an item

Do not send any item back before contacting us. Our products ship from international warehouses, so the return address may differ from the sender address on your package. Items sent without our instructions may be lost, and we may not be able to process them.

Email us at plouisesuport2@outlook.com with your order number and the reason for your return.
We will reply with the return address and instructions.
Send the item back within 14 days of telling us you want to cancel.
Keep your proof of postage. We recommend a tracked service.
We will confirm by email once we receive the item or your proof of postage.

5. Who pays for return shipping

Reason for return	Who pays return shipping
Change of mind (right to cancel)	You
Faulty, damaged or wrong item	Plouise

When you return an item because you changed your mind, the return address may be outside the United Kingdom. This means international postage may apply. The cost depends on the carrier you choose and the size and weight of the item.

6. Refunds

We will refund you within 14 days of receiving the item back or receiving your proof of postage, whichever comes first.
When you cancel within 14 days, we also refund the standard delivery cost you paid for the original order.
We refund to your original payment method.
We refund in British pounds (GBP), the currency you paid in.
After we send the refund, your bank or card issuer decides how long it takes to appear on your account. This is outside our control.
If your card uses a currency other than GBP, differences caused by exchange rates or bank fees cannot be refunded.

7. Items that cannot be returned

Unless they are faulty, we cannot accept returns for:

personalised or custom-made items
health, beauty or hygiene items that came sealed and have been unsealed after delivery
gift cards

8. Sale items

Items bought on sale or at a discount follow the same rules as full-price items. You will receive a refund of the price you actually paid.

9. Before opening a chargeback

If something is wrong with your order, please email us first at plouisesuport2@outlook.com. We can usually solve the problem faster than a bank dispute can. Opening a chargeback without contacting us may slow down your refund.