Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Clause 1: Refunds will not be issued for the following reasons:
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an item is known to be faulty at the time of purchase
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if labels, maker’s marks or anything identifying or adding provenance to an item have been removed
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an item has been damaged by trying to repair it or getting someone else to do it (you may still have the right to a repair, replacement or partial refund)
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you no longer want an item (eg because it’s the wrong size or colour) unless you bought it without seeing it (ie. online) at which point you will be entitled to a refund of the purchase price only (not shipping / packing costs). See Clause 2.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
Clause 2: Online, mail and phone order sales:
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customers who purchase from us via online or telephone orders have the right to cancel an order even if the goods aren’t faulty within 14 days of the invoice date (whether payment has been made or not)
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we will issue a refund to customers if you’ve told us within 14 days of receiving your goods that you want to cancel. You have another 14 days to return the goods to us once you’ve told us.
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it is your responsibility to arrange and pay for the return of that time if the item is not faulty. If the item purchased is faulty, Drew Pritchard Limited will reimburse any costs involved.
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we will refund you within 14 days of receiving the goods back in the condition they were purchased in. Please refer to Clause 1.
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the refund issued will be the cost of the item only and does not include packing/delivery costs to send the item to you.
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the refund will be processed using your original payment method
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we do not offer a ’buy back’ service for items purchased from us
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Buyers will need to check with their local authorities to see if any customs and import taxes are applicable. Any additional customs and tax payments are the responsibility of the buyer.
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Drew Pritchard Limited are not responsible for delays due to customs.
Clause 3: Repairs and replacements
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if you have ‘accepted’ an item, but later discover a fault, we will repair or replace it.
Our definition of acceptance is as follows:
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you have told us you have accepted it (having had enough opportunity to inspect the item before confirming you’ve received it)
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altered the item
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you are entitled to reject the item after it’s been repaired or replaced.
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we will repair or replace an item if a customer returns it within 6 months – unless we can prove it wasn’t faulty when purchased
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we can ask you to prove an item was faulty when you bought it if you ask for a repair or replacement after 6 months
Clause 4: Items returned by someone other than the buyer:
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we only accept returns from the person who bought the item
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at {email} for questions related to refunds and returns.