Refund policy

If you wish to return an item purchased with us online please email thehub@pennybrohn.org.uk and we'll be happy to help

We will need you to inform us that wish to return an item within 14 days of receipt of the item(s). You then have an additional 14 days to send the item(s) back.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags attached , and in its original packaging where applicable. You’ll also need to provide the receipt or proof of purchase.

To start a return, you can contact us at thehub@pennybrohn.org.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. When returning donated goods where no fault is identified we will not cover the returns cost as standard and will ask you to return the item back to us at your own cost before we can issue a refund, however we will refund your initial postage and packaging fee as part of your full refund.

If we are able to replace your item with an identical / similar item we can arrange this with you via email with no need to action the refund if this is your preferred option.

You can always contact us for any return question at thehub@pennybrohn.org.uk

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right as soon as possible.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.