Returns Policy
Not quite right? No worries — we make returns simple and stress-free. Here's everything you need to know.
Need to Return an Item?
Whilst we hope you love what you ordered, we understand that sometimes an item might not be quite what you needed. We're here to help — just get in touch and we'll sort it out.
📞 Call us: 07920 828 807 | ✉️ Email: team@patchesrus.co.uk
How Our Returns Process Works
Simple, straightforward, and friendly — just follow these steps.
Get in Touch
Contact our support team by phone or email to let us know you'd like to return or exchange a product (within 30 days of delivery).
Send It Back
Return the item using a recorded delivery method and keep your proof of postage. You're responsible for return postage costs on unwanted items.
We Process It
Once we receive your item, we'll process your refund or exchange. Refunds cannot be issued until we've received the returned goods.
Important Information 📝
Can I return a customised or personalised item?
Unfortunately, we are unable to accept returns on customised or personalised items unless there was a production error on our part. If you believe your item has a fault or wasn't made as described, please contact us straight away and we'll make it right.
What condition does the item need to be in?
We are unable to accept any items that are returned outside of the agreed time period (30 days), or that are used or in an unsellable condition. Items must be returned in their original, unused state.
Who pays for return postage?
For unwanted products (change of mind), you are responsible for the cost of returning the items. We strongly advise using a recorded delivery method and retaining proof of posting. Refunds cannot be considered until we have received the returned items.
What if my item is faulty or damaged?
If you've received a faulty or damaged item, please click here for our faulty goods process. We'll always do our best to resolve this quickly for you.
Are there any refund exceptions?
Yes — for a full list of refund exceptions, please click here.
What about my statutory rights?
The above returns policy refers to change of mind only and does not affect your statutory rights as a consumer — including the right to cancel, the right to return faulty or misdescribed items, or your general right to return most online purchases under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
At a Glance
Eligible Returns
Unused, unwanted items in original condition returned within the agreed time period.
Non-Returnable
Customised or personalised items (unless there's a production error), used items, or items outside the return window.
Postage
Return postage is your responsibility for change-of-mind returns. Always use tracked/recorded delivery.
Ready to Start a Return?
Get in touch with our friendly team and we'll guide you through the process.
📞 07920 828 807 | ✉️ team@patchesrus.co.uk