Returns and refunds
At Posturite we want you to be happy every time you shop with us, but understand there will be times you need to return items.
If you change your mind and your item is unused and in its original condition, we can give you a full refund when you return it within 30 days* with your proof of purchase e.g. confirmation email or order number.
* Sorry, but there are a few items we can’t accept returns on such as bespoke items which are clearly marked as ‘non-returnable’ within the 'Delivery & Returns' section on each product page – unless of course they are faulty/damaged, or sent in error.
We will refund the monetary value of the items returned to us, at the price you purchased them, but not the delivery charge. Please call Customer Services on +44 (0) 345 345 0010 to obtain a Returns Note and Number.
The goods must be returned during business hours, carriage paid, in perfect condition in their original packaging, with the Returns Note enclosed, at your own cost. Please ensure that the section containing the returns address is taped securely to the outside of your packaging – returns will not be accepted back if any labels are stuck directly onto the product packaging. Posturite reserve the right to refuse a refund if the goods returned are deemed to have been damaged or tampered with.
If you are returning an item because of an error on our part or because it is faulty/damaged, please contact us to advise when the item is packaged up and ready for collection. If you do not wish to take advantage of this free collection service, you are more than welcome to return the item at your own expense.
If goods are returned due to a fault on the item, this will be tested and if faulty, a replacement will be issued. If no fault is found, the item will be returned back to you.
Please note that if you wish to exchange an item, you will need to return the original item for a full refund, then place a new order (which will include delivery costs again).
The address to return items to is:
For your protection we advise using a recorded delivery service and obtain a 'Proof of Posting Certificate'. We cannot accept liability for goods that get lost or damaged in transit back to us.
Refunds can only be made to the original method of purchase. Refunds to a card other than the original can only be processed under the following circumstances:
- The original account details have expired
- The original account no longer exists
Refunds are processed within 14 working days of receiving the item back to us.
Our 30 day money back guarantee does not affect your statutory rights, in particular any right you have to return goods under the Consumer Contracts Regulations 2013.
Consumer Contracts Regulations 2013
Under this legislation you have the right to cancel your order for any item bought on this website for a full refund. This does not apply to bespoke items which are clearly marked as ‘non-returnable’ within the 'Delivery & Returns' section on each product page.
If your order consists of multiple goods, the 14 days starts from when you receive the last item in your order.
To cancel, email [email protected], call +44 (0) 345 345 0010, use our contact us form, or get in touch via live chat. Please ensure you include your order number, name, address, details of the order you wish to cancel and, where available, your phone number and email address.
You can cancel anytime from placing your order up to the end of a period of 14 days after you take possession of the goods (or in the case of a multiple order, the last part of the order). Please make it clear when you cancel that you are cancelling under the Consumer Contracts Regulations 2013.
Please ensure you take reasonable care of the goods, as we are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied, if the loss is the result of unnecessary handling of the goods by you.
If you decide to cancel, you should return the goods to us at your cost within 30 days of such cancellation, following our returns procedure. We will reimburse you the amount in relation to goods to which cancellation rights apply, by the method used to pay for the original transaction, within 14 days from when we receive the goods. This includes the standard cost of delivery for the goods only, so if you opted for a more expensive delivery option, you will need to pay the difference.
For more information about cancellations, returns & refunds, please read our terms & conditions.