You have thirty days from the day your order is delivered to start a return. We do not ask you to justify it, and we do not treat a change of mind differently from any other reason.
WHAT WE ACCEPT
Items must be unused and in their original packaging, with any protective wrapping, documentation and accessories included. Unused means what it sounds like: a pan that has not been heated, a board that has not been cut on, a set of glassware that has not been through a dishwasher. We understand that you have to take something out of a box to look at it, and taking it out of the box is not using it.
HOW TO START A RETURN
Email support@plgoodsco.store with your order number and which items you are returning. We reply with a return authorisation and the address to send to. Please do not send anything back before you have that authorisation — parcels that arrive without one take much longer to identify and refund.
WHO PAYS RETURN SHIPPING
If the item is faulty, damaged, mis-described or simply not what we said it was, we pay return shipping and we send you a prepaid label. If you are returning it because you changed your mind, return shipping is yours to arrange and pay for. We recommend a tracked service, because until it reaches us the parcel is still your property and we cannot refund what has not arrived.
REFUND TIMING
We inspect returns within two business days of arrival and issue the refund the same day it passes inspection. The refund goes back to the original payment method — we cannot send it anywhere else. Your bank then takes its own time, typically three to five business days and occasionally up to ten, before the money appears on your statement. That last stretch is between you and your bank and we have no ability to speed it up.
We refund the price you paid for the item. Original outbound shipping is refunded only where the return is our fault. Where you paid a dimensional surcharge on an expedited service, that surcharge is refunded on the same basis.
EXCHANGES
We do not process exchanges as a single transaction, because it holds your money twice and delays everything. Return the item for a refund and place a new order. If the exchange is because we sent the wrong thing, tell us and we ship the correct item immediately, before the wrong one comes back.
FAULTY ITEMS AND WARRANTY
Everything we sell is covered against manufacturing defects for twelve months from delivery, in addition to your rights under law, which this policy does not limit. A manufacturing defect is a fault in how the item was made — a handle that works loose, a seal that fails, an enamel chip that appears without impact. It is not ordinary wear, and it is not damage from misuse. Cast iron that has been left wet and rusted, a nonstick surface cut with a metal blade, or a wooden board that has been through a dishwasher are not warranty claims, and none of those are close calls.
WHAT WE CANNOT TAKE BACK
Items that have been used, washed, seasoned, cut on or heated. Items returned without their original packaging. Items damaged after delivery. Personalised or made-to-order items. Gift cards. Anything returned more than thirty days after delivery, unless it is a warranty claim within the twelve-month period.
CANCELLING BEFORE DISPATCH
If your order has not shipped, we cancel it and refund it in full, immediately, with no conditions. Email us as soon as you can — once a parcel has a tracking number it is in the carrier’s hands and it becomes a return rather than a cancellation.
SALE AND CLEARANCE ITEMS
Discounted items return on exactly the same terms as everything else. We do not run a final-sale category, and we do not use a discount as a reason to refuse a return. Where an item was bought as part of a multi-item promotion and you return enough of it that the order no longer qualifies, we refund the item price less the value of the promotion you keep the benefit of, and we show you that arithmetic before we process it.
GIFTS
If you received something as a gift, email us with the order number from the packing slip and we will arrange the return without contacting the buyer or telling them what it was. A gift refund is issued as store credit by default, because we cannot legitimately refund a card that is not yours. If you would rather the original buyer were refunded to their card, we can do that instead — we will just need them to ask us.
RESTOCKING FEES
We do not charge them. There is no restocking fee on any item, in any condition we accept, at any order value. If a return meets the conditions on this page it is refunded in full.
WHAT HAPPENS TO A RETURNED ITEM
Items that come back unused and undamaged go back into stock. Items that come back used, or damaged in return transit, are not resold as new — they are either written off or sold separately and described honestly as open-box. We never put a used item back on the shelf as new, which is the whole reason we are strict about the unused condition in the first place.
IF WE GET IT WRONG
If we sent the wrong item, missed something from the order, or shipped something that does not match its description, that is our error and we fix it at our cost and at speed. Tell us and we ship the correct item straight away rather than making you wait for the wrong one to travel back to us first.