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Returns Policy

Returns Policy

 

If you’ve changed your mind;

  • Please get in touch within 14 days of receiving your product  via email, kerry@unseenicons.com, to request a return.  You will need to provide your order number and email.
  • Once we’ve confirmed your item is eligible for return, it is your responsibility and cost to return the  item to us.  The item must be packaged suitably as any damage in transit is your responsibility.  
  • For the return to be accepted it must be received within 28 days of when it was received by you.
  • Once the item has been received by us, a refund will be issued to your original payment method within 14 days.  Original delivery fees will not be refunded. 
  • You will receive an email to confirm your refund has been processed.

 

Preparing your return;

  • If a return has been agreed, all items must be returned in the original packaging provided.  It is acceptable to use new bubble wrap if the original is no longer suitable.
  • Fragile items must be suitably packaged to prevent damage in transit.
  • The item should be returned unused and in perfect condition so that we are able to resell it.  Any returns that are damaged, soiled or returned unsuitably packed might not be accepted.

 

If you’re item is faulty or damaged;

  • In the unlikely event of your order arriving faulty, broken or incorrect you have 30 days from receipt of the order to contact us to request a return and a further 14 days to return the item. However please do get in touch as soon as possible via email (kerry@unseenicons.com)  Please include your email and order number along with photos of the issue and a brief description of the problem.
  • Unseen Icons will cover the cost of returning the faulty item and we are happy to arrange collection of the item from you.
  • If you request a repair or replacement we will complete this as swiftly as possible and will offer a timescale for your agreement before work commences.
  • If you request a refund instead, a refund will be issued to your original payment method within 14 days of us receiving the returned item.
  • You will receive an email confirming the refund has been processed.

 

Items that can not be refunded;

  • Any item that has been made to order or personalised for you cannot be returned, so please do ensure you want the item before placing an order.