Refund policy
RETURN & REFUND POLICY
Last updated: 23 September 2026
At Penvor Clarkke, we want you to be satisfied with your purchase. This Return & Refund Policy explains your rights when purchasing goods from penvorclarkke.store, including your statutory rights under United Kingdom consumer law.
Nothing in this Policy is intended to exclude, restrict or reduce any rights you have under applicable consumer law.
For assistance with a return, refund, cancellation or faulty item, please contact:
Email: help@penvorclarkke.store
Website: penvorclarkke.store
1. YOUR STATUTORY RIGHTS
Consumers purchasing goods online in the United Kingdom have legal rights under legislation including the:
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Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
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Consumer Rights Act 2015; and
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Digital Markets, Competition and Consumers Act 2024, where applicable.
These statutory rights apply in addition to any rights expressly offered under this Policy.
Goods supplied by Penvor Clarkke must, where required by law:
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be of satisfactory quality;
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be fit for their intended purpose;
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match the description provided;
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correspond with any sample or model where applicable; and
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otherwise conform to the contract between you and Penvor Clarkke.
2. RIGHT TO CANCEL AN ONLINE ORDER
Where the statutory cancellation right applies, you have the right to cancel your online purchase without giving any reason.
For most goods purchased online, the cancellation period expires 14 days after the day on which you, or a third party nominated by you other than the carrier, receive the goods.
If a single order contains multiple goods delivered separately, the cancellation period will generally begin when you receive the last item forming part of that order.
To exercise your right to cancel, you must notify us before the cancellation period expires.
You may contact us at:
You may use the model cancellation form included at the end of this Policy, but you are not required to do so.
A clear statement confirming that you wish to cancel your order is sufficient.
3. RETURNING GOODS AFTER CANCELLATION
After notifying us that you wish to cancel, you must return the relevant goods without undue delay and no later than 14 days after the day on which you informed us of your decision to cancel.
Please contact:
before returning your item so that we can provide the appropriate return instructions and return address.
Do not send a return to an address appearing on a parcel or shipping label unless we have confirmed that it is the correct return address.
We recommend retaining your proof of postage or other evidence showing that the goods were returned.
4. CONDITION OF RETURNED GOODS
You are entitled to inspect and handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in a similar way to how you would examine them in a physical shop.
For clothing, this normally includes carefully trying an item on.
Where possible, returned items should include:
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original tags;
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original accessories;
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original packaging; and
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any items supplied as part of the same product.
Please take reasonable care of the goods while they are in your possession.
We may make a deduction from a refund where the value of the goods has been reduced as a result of handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Examples may include clothing that has been worn beyond trying it on, washed, damaged, stained, altered or otherwise used in a way that materially reduces its value.
This provision does not affect your rights where an item is faulty, damaged, not as described or otherwise does not conform to the contract.
5. RETURN SHIPPING COSTS — CHANGE OF MIND
Where you exercise your statutory cancellation right because you have changed your mind, you will normally be responsible for the direct cost of returning the goods to us, unless:
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we expressly agree to pay the return cost;
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the item is faulty;
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the item is damaged;
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the item is incorrect;
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the item is not as described; or
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applicable law requires us to bear the cost.
We recommend using a tracked or otherwise verifiable postal service.
6. ORIGINAL DELIVERY COSTS
When you validly cancel an eligible online purchase under your statutory cancellation rights, we will refund the amount you paid for the goods and the cost of the least expensive standard delivery method offered by us.
If you selected a more expensive delivery method, such as express or premium delivery, we are not required to refund the additional amount you paid above the cost of our least expensive standard delivery option.
7. REFUND PROCESSING TIME
Where you cancel an eligible order, we will issue the required refund without undue delay and, in any event, no later than 14 days after:
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the day we receive the returned goods; or
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if earlier, the day you provide satisfactory evidence that you have sent the goods back.
Where no goods were supplied, the applicable refund period will run from the date on which we are informed of your decision to cancel.
We may withhold a refund until we have received the goods back or you have supplied evidence that the goods were returned, whichever occurs first, where permitted by law.
8. REFUND METHOD
Refunds will normally be issued using the same payment method used for the original transaction unless you expressly agree to another method.
You will not be charged a fee solely for receiving a statutory refund.
After we issue a refund, your bank, card provider or payment service provider may require additional processing time before the funds appear in your account. Processing times imposed by payment providers are outside our direct control.
9. FAULTY, DAMAGED OR INCORRECT GOODS
Your rights relating to faulty goods are separate from your right to cancel an online purchase because you have changed your mind.
Please contact us as soon as possible if an item:
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arrives damaged;
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is defective;
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is not of satisfactory quality;
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is not fit for purpose;
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does not match its description;
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is materially different from what you ordered; or
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otherwise fails to comply with your statutory rights.
Contact:
Please provide your order details and a description of the problem. Photographs may be requested where reasonably useful to identify the issue, but this does not remove any statutory rights you may have.
10. 30-DAY SHORT-TERM RIGHT TO REJECT FAULTY GOODS
Under the Consumer Rights Act 2015, consumers will normally have a 30-day short-term right to reject goods that do not conform to the contract, subject to the circumstances and exceptions provided by law.
Where the statutory short-term right to reject applies, you may be entitled to reject the goods and receive a refund.
For eligible rejected faulty goods, Penvor Clarkke will bear reasonable return costs as required by applicable law.
11. FAULTS DISCOVERED AFTER 30 DAYS
Where a fault is identified after the statutory short-term right to reject has expired, you may have the right to request a repair or replacement, subject to the Consumer Rights Act 2015.
The remedy provided will depend on the circumstances and applicable law.
Where a repair or replacement is impossible, unsuccessful, cannot be provided within a reasonable time, or causes significant inconvenience, you may become entitled to:
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a price reduction; or
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the final right to reject the goods and receive a refund,
where the legal requirements for those remedies are satisfied.
Where a fault becomes apparent during the first six months following delivery, the applicable statutory rules concerning whether the fault is presumed to have existed when the goods were supplied will apply.
Nothing in this Policy limits those rights.
12. LONGER-TERM RIGHTS RELATING TO FAULTY GOODS
Statutory rights are not necessarily limited to the initial 30-day or six-month periods.
Depending on the circumstances, consumers may be able to pursue a claim for breach of statutory rights for up to:
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six years in England, Wales and Northern Ireland; or
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five years in Scotland.
These periods do not constitute a guarantee that a product must last for five or six years.
Whether a consumer has a valid remedy will depend on factors including the nature of the product, its expected durability, its price, its description, the circumstances of the fault and the applicable law.
13. ITEMS EXCLUDED FROM THE CHANGE-OF-MIND CANCELLATION RIGHT
Certain goods may be exempt from the statutory right to cancel for change-of-mind reasons.
Where relevant to products sold by Penvor Clarkke, this may include:
Personalised or bespoke goods
Products made to your specifications or clearly personalised may not be eligible for cancellation merely because you have changed your mind.
Sealed hygiene goods
Sealed goods that are not suitable for return for health protection or hygiene reasons may lose their change-of-mind cancellation right once the seal has been broken.
This may apply to certain products such as sealed underwear or similar hygiene-sensitive goods where the legal conditions for the exemption are met.
These exclusions do not remove your legal rights where goods are faulty, damaged, not as described or otherwise fail to conform to the contract.
14. SALE AND PROMOTIONAL ITEMS
Goods purchased during a sale, promotion or at a discounted price retain the same statutory consumer rights as goods purchased at their normal price.
A reduced price does not remove your rights simply because the product was discounted.
If an item was specifically discounted because of a defect that was clearly disclosed to you before purchase, your rights relating to that particular disclosed defect may differ.
15. WRONG ITEM RECEIVED
If we send you an item different from the item you ordered, please contact:
We will provide appropriate instructions and, where required, cover reasonable return costs.
Depending on the circumstances, we will arrange an appropriate replacement or refund.
16. GOODS DAMAGED IN TRANSIT
If your order arrives damaged, please contact us as soon as reasonably possible.
Where possible, provide:
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your order number;
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a description of the damage;
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photographs of the item;
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photographs of the external packaging where relevant.
Requesting photographs helps us investigate shipping issues and does not limit your statutory rights.
Where the goods were delivered using a carrier offered or arranged by Penvor Clarkke, your statutory rights concerning delivery and risk remain unaffected.
17. EXCHANGES
Where available, we may permit an exchange for another size, colour or eligible product.
Availability of an exchange is not guaranteed and may depend on current stock.
Where you have a statutory right to a refund, repair, replacement or other remedy, requiring an exchange will not replace or restrict that statutory right.
Please contact:
for exchange assistance.
18. ORDER CANCELLATION BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:
We will make reasonable efforts to stop the shipment.
If the order has already been dispatched, you may still exercise any applicable statutory cancellation rights after receiving the goods.
19. REFUSED OR UNDELIVERABLE PARCELS
If a parcel is returned to us because delivery could not be completed, we will review the circumstances and contact you where appropriate.
Any refund, redelivery costs or other consequences will depend on:
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the reason the parcel was returned;
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the delivery information supplied;
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applicable contractual terms; and
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your statutory consumer rights.
Nothing in this section limits rights provided by law.
20. PROOF OF PURCHASE
We may request reasonable evidence that the goods were purchased from Penvor Clarkke.
Evidence may include:
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an order confirmation;
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an order number;
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an email receipt;
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payment records; or
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other reasonable evidence of purchase.
21. RETURNS MADE BY SOMEONE OTHER THAN THE PURCHASER
Where permitted by law, we may require a return or refund request to be made or authorised by the person who originally purchased the goods.
This does not affect any rights that may legally be transferred or exercised by another person.
22. STATUTORY RIGHTS CANNOT BE EXCLUDED
Nothing contained in this Return & Refund Policy is intended to:
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exclude a statutory right;
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restrict a statutory remedy;
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mislead a consumer regarding their rights; or
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impose conditions that would be unlawful under UK consumer protection legislation.
If any provision of this Policy conflicts with a mandatory consumer right, the applicable statutory right will prevail.
MODEL CANCELLATION FORM
You may use this form if you wish to cancel an eligible contract, but its use is not mandatory.
To:
Penvor Clarkke
Email: help@penvorclarkke.store
I hereby give notice that I cancel my contract of sale for the following goods:
Goods ordered:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Signature:
(only required if this form is submitted on paper)
Date:
CONTACT US
If you have questions concerning cancellations, returns, faulty goods, exchanges or refunds, please contact:
Penvor Clarkke
Website: penvorclarkke.store
Email: help@penvorclarkke.store
We aim to handle all return and refund requests fairly and in accordance with applicable United Kingdom consumer law.