Refund Policy

Returns policy

If you change your mind for any reason and you wish to return your purchase you must notify us within 14 days in writing by email or letter. We will then issue a Returned Merchandise  Authorisation (RMA). You may not return any items to us prior to receiving an RMA from us. We may require you to email photographs of the item if you consider the item to be faulty or damaged. Any items which are returned to us without an RMA will not be considered for refund or replacement.

Unwanted items must be returned in a fully resaleable condition, which includes being in the original, unmarked, all labels and tags attached and undamaged packaging within 14 days of receipt. Items must not have been used or assembled in any way. Pear Tree Collection retains the right to refuse a refund on any item not deemed to be resaleable.

You must include your RMA number and customer order details with the package, as we cannot process a refund without these. Once received the items will be checked and a refund issued within four weeks. Items returned must arrive in perfect condition, including the packaging, so please ensure that they are packed well.

You are responsible for the cost of return postage to us. This postage will only be refunded to you should the item have been originally faulty when it was shipped to you. We do not refund return postage if you have changed your mind about the item.

If you are returning goods to us, we recommend you take out appropriate insurance for the return delivery. Unfortunately, items received in an un-saleable condition (excluding faulty goods) will not be eligible for either exchange or refund.

If the product returned is not in fully resaleable condition or the packaging is damaged, we do reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

Please also note that we do not refund the delivery cost unless the product was damaged or faulty at the time we shipped it to you.

Postage costs will not be refunded when items are returned to us due to being undeliverable due to the customer not providing the correct details, or failing to collect from a delivery provider depot. We regularly check on orders not marked as delivered and will update customers with relevant information to ensure parcels are received promptly.

IMPORTANT: some items are excluded from our returns policy. These items will be clearly marked on our website and includes personalised items such as personalised stationery, and items such as earrings for pierced ears which cannot be returned for hygiene reasons.

If the item was purchased in a sale, you may not be eligible for a refund if you have changed your mind. Please contact us to clarify before making the purchase.

If you have any queries or need further assistance email us at quoting your Order Reference / Invoice Number.

Damaged, Defective or Incorrect Goods

If your purchase is not fit for purpose, is misdescribed, faulty, damaged, or incorrectly supplied, please contact us as soon as possible to arrange a refund or replacement. We may require a photograph of the item. We will issue a Returned Merchandise Authorisation (RMA) and require you to return the item, as it may be necessary to return it to the manufacturer.

Include your RMA and customer order details with the package, as we cannot process the returned goods without these. Once received the items will be checked and a replacement or refund issued within four weeks.

For items which have been damaged in transit, you MUST send images of ALL packaging (this is external packaging, internal packaging, the item, plus any packaging supplied by the courier). Due to the claims procedure with our couriers for damage caused in transit, without images of all the aforementioned elements, claims will not be considered. We will then send your images, along with ones taken during the packing process to the courier for their consideration.