Return & Exchange Policy
Return Policy
1. Introduction
1.1 In this policy we set out details of the return methods, periods and charges that apply to orders for our products made through our website or by telephone or email.
1.2 This policy is a legally binding document, and this policy shall form part of the contract of sale between you and us made under our terms and conditions of sale.
2. Customer Cancelations
2.1 After completing a purchase with us we will begin to pack your order, during this time you are able to cancel your order free of charge for a full refund, in certain cases such as with completely bespoke or personalised orders some fees may apply.
2.2 Once your order has been marked as dispatched cancelation of the order is not possible.
3. Customer Returns
3.1 Once the order is delivered to you, you are able to return your item(s) to us for up to 14 days for a full product refund providing the product is returned in the same condition as it was delivered. You can post the order back to our address listed on this website, all associated fees for return will be paid for by the buyer. You must contact us first before posting your order back to us.
3.2 Any damage, loss or associated costs due to improper packaging or postage when sending your order back will be charged to the buyer and deducted automatically from the refund amount given.
3.3 The total refund amount will be limited to the total cost of the item(s) purchased and refunds will not be given for initial postage costs.
3.4 Returns can not be made under the following circumstances:
(a) The product(s) was damaged or tampered with by the customer at any time.
(b) A personalised product contains a writing error which was made by the customer at the time of ordering.
(c) The product is personalised and does not contain a fault created by A Perfect Wedding.
4. Faulty or Damaged Returns
4.1 Products that are delivered damaged or faulty must be reported to us within 24 hours of delivery. Once this delivery window has passed customers will be deemed happy with their product and returns under this pretence cannot be made.
4.2 Photo evidence must be provided within the delivery window time clearly showing the damages or faults of the product. Note: Care and appropriate Personal Protective Equipment should be used when handling damaged products. A Perfect Wedding will not be liable for injury or damage caused by faulty or broken goods.
4.3 Products returned to us that were delivered damaged or faulty will receive either a full refund or a replacement product, details of the outcome will be discussed when the buyer initiates contact.
4.4 Customers with orders suitable for faulty or damage returns will be given a pre-paid delivery label which will cover all necessary costs of the return.
4.5 Faulty or Damaged returns can not be made under the following circumstances:
(a) The product(s) sustained damage after delivery.
(b) A personalised product contains a writing error which was made by the customer at the time of ordering.
(c) The damage or fault was not reported within the 24 hour damage delivery window.
4.6 The total refund amount given will be limited to the initial order amount placed by the buyer and A Perfect Wedding will not be liable for direct or indirect costs resulting from faulty or damaged goods being delivered.
5. Return Resolutions
5.1 Once we receive a request for a return we will aim to reply within 48 hours, the time taken to reach a decision on the returns' outcome can vary from order to order, we will always aim to ensure both ourselves and our customers reach a resolution which both parties are happy with.
5.2 Refunds granted as a result of a return may take up to 5 business days to show in your account.
5.3 We will always initially aim to refund a buyer via the payment method used to place the order, we will not be able to redirect refunds to alternative sources of payment. In some circumstances where refunds to the payment method isn't possible we will discuss with the buyer an alternative method of refund.
