Refund policy
Returns & Refund Policy
At Finesse Pijamas, we are committed to ensuring your satisfaction. If you are not completely satisfied with your purchase or if you have received a defective or incorrect item, you are entitled to a return, exchange, or refund in accordance with the terms below.
1. Right to Cancel (Change of Mind)
Customers based in the United Kingdom and European Union have the legal right to cancel their online purchase within 14 calendar days from the date of receipt, without providing any reason.
To exercise your right to cancel, you must notify us within this period by email at contato@finessepijamas.com with the subject line “Return Request” and include your order number and reason for return (optional).
This right does not apply to:
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Items made to order or personalised.
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Sealed items which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery.
2. Faulty or Incorrect Items
If your order arrives damaged, defective or incorrect, please notify us within 14 calendar days of receipt. We may request photo or video evidence showing the defect, along with the shipping label.
If the claim is accepted, we will provide a prepaid return label and cover all return shipping costs. You must drop off the parcel at your nearest postal office according to our instructions.
Items showing signs of misuse or damage caused after delivery may not be eligible for a refund or replacement.
3. Conditions for Returns
To qualify for a full refund or exchange, returned products must meet the following conditions:
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Be unworn, unused, and unwashed.
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Be returned with all original packaging and labels intact.
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Be returned within 14 calendar days from the date of your cancellation notice.
We recommend keeping proof of postage until we confirm receipt of your return.
4. Refunds
Once the returned product is received and inspected, we will process your refund within 5 business days. Refunds will be issued via the original payment method.
If you paid by:
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Credit or debit card: The refund will be issued back to your card. Depending on your provider, it may take up to 10 business days to appear.
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Bank transfer or PayPal: The amount will be returned to your account directly.
If preferred, store credit may be offered as an alternative to a refund.
5. Exchanges
If you would like to exchange an item (e.g., for a different size), please contact us within 14 days of receiving your order. After the returned item is inspected and approved, the replacement product will be shipped within 5 business days, subject to stock availability.
6. Return Procedure
To initiate a return or exchange:
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Contact us at contato@finessepijamas.com with your order number and reason for return.
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Wait for our team to reply with the return instructions and prepaid shipping label.
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Drop the parcel at the specified postal service with the return label provided.
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Once received and approved, your refund or exchange will be processed accordingly.
Returns sent without prior contact or not following our instructions may be rejected.
7. Warranty
In the case of defective items, we may request a video (up to 1 minute) or clear photographs showing the issue along with the original shipping label. Damage caused by misuse, tampering, unauthorised repairs, or normal wear and tear is not covered by warranty.
Contact
If you have any questions or need assistance with your return, please contact our customer service team at:
Email: contato@finessepijamas.com
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)