Refund policy

 

Last updated: 11 February 2026

At PoshPinnacle, we want you to love what you order. This policy explains your rights and our process for returns and refunds.

 

1. Your Legal Right to Cancel (UK Consumers)

If you are a consumer in the UK, you have the right to cancel your order within 14 days of receiving the goods under the Consumer Contracts Regulations 2013.


How to cancel

Email us at support@poshpinnacle.com within 14 days of delivery with your order number and confirmation that you wish to cancel.


Returning the goods

  • You must return the goods at your own cost within 14 days of notifying us, to the address we provide.
  • Goods must be unused, unworn and in their original condition with all tags, labels, packaging and dust bags intact.


Your refund

  • We will refund the price of the goods plus standard delivery costs (if paid) within 14 days of receiving the returned goods.
  • We may deduct from your refund any reduction in the value of the goods caused by handling beyond what is necessary to inspect them.


What you cannot cancel

  • Personalised or made‑to‑order items.
  • Sealed intimate or hygiene products (underwear, swimwear) that have been opened or used.
  • Items that have been worn, washed or damaged.

 

2. Returns After the 14‑Day Cancellation Period ("Change of Mind")

We offer a 30‑day returns window from the date of delivery if you simply change your mind.

 

2.1 Eligibility

Returns are only accepted if:

  • The item is unused, unworn, unwashed and in its original condition.
  • All original tags, labels, packaging, boxes and dust bags are included.
  • You contact us within 30 days of delivery (based on courier tracking).

 

2.2 Items that cannot be returned

  • Underwear, swimwear, bodysuits or intimates (for hygiene reasons) unless faulty.
  • Earrings and pierced jewellery (for hygiene reasons) unless faulty.
  • Items showing signs of wear, washing, damage or missing packaging.
  • Sale or clearance items marked "final sale" or "non‑returnable" on the product page.

 

2.3 How to return

Step 1: Email support@poshpinnacle.com with:

  • Your order number,
  • The item(s) you wish to return, and
  • Reason for return (optional but helpful).

 

Step 2: We will send you a return authorisation and the return address.

 

Step 3: Package the item securely in its original packaging and ship it to the address provided. You are responsible for return shipping costs and for ensuring the parcel is tracked and insured.

We recommend using a tracked service. We are not responsible for items lost or damaged in return transit.

 

2.4 Costs and fees

  • Return shipping: You pay the cost of returning the item to us.
  • Handling fee: A £5 per order handling and restocking fee applies to cover inspection, repackaging and supplier processing. This is deducted from your refund.
  • Original delivery fee: Non‑refundable (unless you cancel under your 14‑day legal right or the item is faulty).

 

2.5 Refund timescale

Once we receive and inspect your return:

  • If accepted, we will refund the product price minus the £5 handling fee and original delivery cost (if applicable) within 10 business days.
  • Refunds are made to your original payment method.

 

2.6 Rejected returns

We may reject or partially refund returns if:

  • Items are not in their original condition (worn, washed, damaged, or missing tags/packaging).
  • The return was not authorised in advance.
  • The item is not eligible for return under this policy.

 

In these cases, we will contact you. You may either:

  • Pay for the item to be returned to you (at your cost), or
  • Accept a partial refund or no refund, as appropriate.

 

3. Faulty, Damaged or Incorrect Items

3.1 Your rights

If you receive an item that is faulty, damaged in transit or not what you ordered, you are entitled to a full refund or replacement at no cost to you.

 

3.2 Reporting the issue

You must report the problem within 7 days of delivery. Contact support@poshpinnacle.com with:

  • Your order number,
  • A description of the fault or error, and
  • Clear photos showing the issue (e.g. damaged packaging, defect, incorrect item).

 

3.3 Our process

  • We will review your claim and may request additional photos or for the item to be returned for inspection.
  • If the fault is confirmed, we will:
    • Arrange a replacement (if the item is still available), or
    • Issue a full refund including original delivery costs.
  • We will cover the cost of return shipping by providing a prepaid label or reimbursing you.

 

3.4 Manufacturing defects

If a defect becomes apparent after normal use, contact us as soon as possible. We work with our suppliers and may need to arrange an inspection under the manufacturer's warranty. This process can take 10–15 business days.

 

4. Non‑Returnable Situations

4.1 Failed delivery due to incorrect address or unavailability

If your parcel is returned to sender because:

  • You provided an incorrect or incomplete address,
  • You refused delivery,
  • You failed to collect it from a depot, or
  • You were repeatedly unavailable,

we reserve the right to deduct all outbound and return shipping costs, courier storage fees, and handling charges (typically £5–£10) from any refund.

 

4.2 Customs refusal (international orders)

If you refuse to pay customs duties on an international order and the parcel is returned, destroyed or abandoned, we may only refund you after deducting all unrecoverable costs (shipping, customs fees, handling charges).

In some cases, our suppliers do not refund us, and we are not obliged to refund you in those circumstances.

 

5. Exchanges

We do not offer direct exchanges. If you would like a different size or colour:

  1. Return the original item under this policy.
  2. Place a new order for the item you want.

This ensures you receive your preferred item as quickly as possible.

 

6. Refund Method and Timing

  • Refunds are processed to your original payment method (credit/debit card, PayPal, etc.).
  • Refunds typically appear in your account within 5–10 business days after we process them, depending on your bank or card issuer.
  • We do not issue refunds as store credit unless you specifically request it.

 

7. Contact Us

If you have any questions about returns or refunds, or need to start a return, please contact us:

Email: support@poshpinnacle.com
We aim to respond within 1–2 business days.