Refund policy

Refund and Return Policy

Last updated: 30 October 2026

At PLOUISE, we want you to be happy with your order. This policy explains how returns and refunds work. It does not affect your legal rights as a consumer in the United Kingdom.

1. Change of mind: 14-day right to cancel

You can cancel your order for any reason within 14 days from the day you receive it.

  • To cancel, email us at pangeluiseshop2@outlook.com within those 14 days.
  • After you tell us, you have another 14 days to send the item back.
  • If your order arrived in more than one package, the 14 days start when you receive the last package.

2. Faulty, damaged or incorrect items

This is different from changing your mind. If your item is faulty, damaged, not as described, or not what you ordered:

  • Contact us as soon as possible after delivery at pangeluiseshop2@outlook.com.
  • Include your order number and clear photos of the item and the packaging.
  • Under the UK Consumer Rights Act 2015, you have 30 days from delivery to reject a faulty item for a full refund. After 30 days, and up to 6 months, you are entitled to a repair or replacement, or a refund if a repair or replacement is not possible.
  • For faulty, damaged or incorrect items, we cover the return costs. In many cases, we may offer a replacement or refund without asking you to send the item back.

3. Condition of returned items

For change-of-mind returns, items should be:

  • Unused and unworn
  • In their original condition, with any tags still attached
  • In their original packaging, where possible

You may handle the item as you would in a shop to check it. If an item shows more handling than that, we may reduce your refund to reflect the loss in value.

4. How to return an item (step by step)

Please do not send any item back without contacting us first. Our products ship from international warehouses, so the return address may be different from the address on your package. Items sent to the wrong address may be lost, and your refund may be delayed.

  1. Email pangeluiseshop2@outlook.com with your order number and the item(s) you want to return.
  2. Tell us whether it is a change-of-mind return or a faulty/damaged/incorrect item. For faulty, damaged or incorrect items, attach photos.
  3. We will reply with the return address and instructions.
  4. Send the item using a tracked service and keep your proof of postage.
  5. We will confirm by email when your return has been received.

5. Who pays for return shipping

Reason for return Who pays return shipping
Change of mind (14-day right to cancel) You, the customer
Faulty, damaged or incorrect item PLOUISE

Important for change-of-mind returns: the return address may be outside the United Kingdom. International return shipping can cost more than domestic shipping. Please consider this before you order.

6. Alternatives to a physical return

Sometimes the cost of sending an item back is higher than the value of the item. In those cases, we may offer:

  • A replacement item
  • A full or partial refund without returning the item
  • Store credit, only if you prefer it to a refund

We decide this case by case. You never have to accept store credit instead of a refund you are entitled to.

7. Refunds

  • We issue refunds within 14 days of receiving your return, or of receiving your proof of postage, whichever comes first.
  • For a change-of-mind cancellation of a full order, we also refund the original standard delivery cost. If you chose a more expensive delivery option, we only refund the cost of standard delivery.
  • Refunds go to your original payment method.
  • Refunds are made in British pounds (GBP), the currency of your purchase. Any differences caused by exchange rates or card issuer fees cannot be refunded.
  • After we send the refund, your bank or card issuer may take extra time to show it on your account. That time is controlled by them, not by us.

8. Items that cannot be returned for change of mind

For hygiene and legal reasons, the following items cannot be returned for change of mind. This applies to these items only if we sell them:

  • Items made to order or personalised for you
  • Sealed hygiene, cosmetic or personal care products that have been unsealed after delivery
  • Pierced jewellery (for example, earrings) once removed from sealed packaging
  • Gift cards
  • Digital products, once the download or access has started

Your rights for faulty, damaged or incorrect items still apply to all products.

9. Sale and discounted items

Sale and discounted items follow the same rules as full-price items. You have the same 14-day right to cancel and the same rights for faulty items. Refunds are for the price you paid.

10. Chargebacks and payment disputes

If there is a problem with your order, please contact us first at pangeluiseshop2@outlook.com. We can usually solve problems faster than a bank dispute. Opening a chargeback before contacting us may delay the resolution. This does not limit your right to contact your bank.

11. Contact

Questions about returns or refunds? Email pangeluiseshop2@outlook.com. We reply within 1 business day, Monday to Friday, 9:00 to 17:00 UK time (GMT/BST).