Returns Policy
We hope you are happy with your order from us but if for any reason you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 16 days of receipt. We will then issue a refund or will happily exchange the item(s)
General
Only items purchased directly from www.thisispulp.co.uk may be returned to us. Unfortunately we cannot accept returns for product bought elsewhere.
All items must be returned to us before a refund or replacement is issued. Please be very careful if using scissors/knife to open your package. Returns with scissor/knife marks will not be accepted. Be careful when trying products on. Please ensure you are not wearing makeup, perfume, deodorant or antiperspirant which may leave marks on the product. We will only accept products returned to us in their original condition and fit for re-sale.
For hygiene reasons we cannot accept returns for underwear or swimwear.
Please try on any shoes indoors with socks/tights on to prevent any damage to the products.
Delivery charges are non refundable unless the garment purchased is faulty/incorrect. PULP does not accept responsibility for mis-ordered styles or sizes, what is printed on the invoice is what you have committed to buy.
We will only accept items returned within 16 days from the date your order was dispatched. We are however willing to make exceptions in some circumstances but please contact service@thisispulp.com before returning the item. This does not affect you statutory rights.
A polite request, please fold returns neatly before sending them back to us.
Returns for Refund
We will issue your refund within 3 working days of receipt of your return. Once the refund has been processed, you will receive an email confirming this. Please then allow a further 3 working days for the refund to be credited to your card, this is dictated by your bank or card issuer. Delivery charges are non refundable unless you have received an incorrect or faulty item from us.
Returns for exchange
We will process your return within 3 working days of receipt however the vast majority are processed the day they are received. We will endeavour to ship all items within 3 days (dependent on stock availability). If you have not received it within 7 working days, please contact us at service@thisispulp.com.
Faulty/Incorrect Items
If the item(s) you received is faulty/incorrect, please accept our sincere apologies for the inconvenience. Please e-mail service@thisispulp.com quoting your name, order number and details of the product received. We will then advise on how to proceed. You have 16 days from receipt of the faulty/incorrect item(s) to return it to us. This does not affect your statutory rights.
How do I return an item to you?
In all circumstances you must firstly contact us by email at service@thisispulp.com or by post to the address below.
Step 1
Email/write to our Customer Services Department, quoting your name, address (inc. Postcode) and your Order ID. Our Customer Services Department will then issue you with a Returns Note including a returns number (RMA).
Step 2
Post the item(s) you wish to return along with your Returns Note to:
PULP
Unit 2 Brow Mill Industrial Estate
Brighouse Road
Hipperholme
Halifax
HX3 8EF
Please note, the returned item(s) is your responsibility until it reaches us. For your own protection, we recommend that you send your return using a delivery service that insures you for the value of the goods such as Royal Mail Recorded Delivery. Shipping costs on any non-damaged or non-flawed returns will be the responsibility of the customer.
Discount codes & vouchers
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
Distance Selling Regulations
Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from thisispulp.co.uk for a full refund. This does not apply to items that cannot be returned for hygiene reasons or have been unsealed. Order cancellations must be made in writing, quoting your name, address and order number, within 7 days of delivery of your item(s) by post to the address above. Once you have cancelled your order, the goods should be returned to the same address, in their original condition, within 16 days of receipt. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
