Refunds & Returns

REFUNDS & RETURNS

RETURNS:

You may cancel an order from your account before it is shipped. Please note that if the item is made-to-measure you may only be able to cancel the order before it is shipped provided that the garment hasn’t been altered or made yet.

If you receive an item and wish to return it for any reason you must inform the Seller in writing:

Within 14 days of receiving the item.
Within 28 days if the item becomes faulty.

Your return must be in a resalable condition and:

Swimwear and intimate apparel must be returned unworn, with the original packaging and tags in place. Due to hygiene reasons underwear cannot be returned.
Shoes must be tried on a carpeted surface until you are certain you are keeping them.
In the interests of hygiene, cosmetics and pierced earrings cannot be returned.

The Seller will then provide you instructions on how to return your item and once your item is received back, they will process your refund to your original payment method (PayPal or credit/debit card)

Return postage is your responsibility unless the item is incorrect or faulty, in which case the Seller will refund the return postage. If you cancel your contract, any standard shipping charges that you have paid to receive your purchase will be included as part of your refund.

Please note that the seller may refuse a refund if the garment as been made according to your precise measurements ie) made-to-measure.

The items you return must be unworn and in their original condition save for your right to inspect the goods and try on the garments. It is your responsibility to ensure that you package the returned goods adequately so that it arrives back to the Seller undamaged. If you have any further questions on returns, refunds or cancellations please contact the Seller.

HOW DO I RETURN AN ITEM FOR REFUND?

Customers are entitled to a full refund within 14 days of receiving an order, provided the item is unworn and immediate packaging is received back in the same condition as it was sent.

Once confirmation has been received from the seller, proceed with returning the item.

Items must be returned to the seller you purchased the item from within 14 days of having your ‘request for refund’ approved by the seller. Do not send returns to Modern Heirloom. Seller cannot recover the return if it is sent to Modern Heirloom.

If the seller has not updated the order status to Shipped then you may not have the request refund/exchange option available, in this situation, message the seller though the site to advise them of this.

Please note that the seller may refuse a refund if the garment as been made according to your precise measurements ie) made-to-measure.

FAULTY ITEMS

Customers are entitled to return an item within 14 days if it is different to how it was advertised by the seller and is unworn. 

If an item becomes faulty after wear, the customer is entitled to query a refund or exchange within 28 days of receiving an order. The customer must provide a detailed description of the fault together with photographic evidence and contact the seller immediately. Once the seller has reviewed this information and received the item back to their warehouse any decision to honour a refund is at their discretion and based on the evidence provided by the customer.

CAN I RETURN AN ITEM THAT HAS BEEN MADE-TO-MEASURE?

If a garment has been made and produced according to your exact measurements, the seller is under no obligation to accept a return, however we recommend that you message the seller to discuss your individual case as some may be happy to offer a refund. 

EXCHANGES

Exchanges can be made on like for like products, i.e. if you require a different size. If another product is required then the customer must request a refund and follow the refund procedure. Once this is complete, the customer can then place a new order. 

SHIPPING COSTS ON REFUNDS & EXCHANGES

Any standard shipping charges that you have paid to receive your purchase will be included as part of your refund. When a customer has returned an item the seller can refund the item alone or the item and the shipping, the seller must advise the customer which of these options they will be refunding and how the original delivery fees will be sent..

WHAT SHOULD I DO IF A SELLER REFUSES TO ACCEPT A REFUND OR EXCHANGE?

If a seller will not accept a refund or exchange that you feel you are entitled to, you should escalate the matter. If you have exhausted other methods of escalation, such as a PayPal dispute, but the issue remains unresolved, forward your purchase confirmation email  to info@pu-rist.com and we’ll take it from there.

CANCELLING ORDERS

HOW DO I CANCEL AN ORDER?

Go to My Account > Purchases. Here you can see the status of your orders and you may cancel any order before it has been shipped by the seller. You will only be able to Request a Refund for orders that have not yet been changed to shipped by the seller. When you cancel an order, you have to leave a message to let the seller know why. As good manners, we would recommend that the buyer notifies the seller of their cancellation as soon as possible.

WHAT HAPPENS WHEN I CANCEL A PURCHASE?

When you cancel an order the seller will be informed that you have cancelled the order so they know not to ship your item out. Once the seller approves the refund PayPal will refund the money to the account you used to pay for the goods.