Return & Refund Policy

We very much hope our customers will be delighted with their purchase(s), but if unfortunately they find this not to be the case and they would like to return the product,  the following details Purple Flamingo's Returns and Refund Policy and process.

Please be assured we will aim to process all Return Requests and any subsequent refunds/resolutions as soon as we possibly can.

Damaged / Defective Products

It is important that any product found to be damaged/defective is advised to us on the SAME DAY as delivery, so that we may investigate this promptly.

All Returns are to be raised via our website, either via the Returns Portal or via the Customer Account / Order screen and need to include:

  • Up to 4 photos clearly showing the damage/defect.
  • Up to 4 photos of the product packaging, clearly showing:
      • any damage to the packaging.
      • the delivery label.
  • A full explanation of the issue/reason for Return.

Customers need to ensure all the original packaging and labels are retained, as it will be the Customer's responsibility to ensure the product is re-packaged securely in the original packaging and labels, for the Return to be processed.

Once the Refund Request is submitted, the Customer will receive email notifications at the varying Return stages. The Customer may also track the Status of the Return via the Returns Portal or via the Customer Account / Order screen.

If the Returns claim is accepted as a damaged/defected item, the FREE collection of the goods will be arranged with the Customer on an agreed date and a Returns Label will be emailed for the Customer to print and attach to the parcel. Once we receive the returned product it will undergo an inspection by our Team.

Very Important: Should the Courier be unable to collect the item as agreed/arranged  with the Customer, then the Customer will incur a 'Failed Collection'Surcharge which can range from £20-£150 depending upon weight of product being Returned.

Should the Returned product be deemed damaged/defected, one of the below options will be offered according to your own claim:
(a) Issue a credit note
(b) Issue a discount
(c) Provide Customer with a full or partial refund to the original payment method within 15 business days.
(d) Replace the Goods
(e) Repair the Goods

Please note: Our Hand crafted products are unique pieces and accordingly may not look identical to the website photo(s), due to the nature of production, use of natural materials used, etc and as such would not be deemed a defective product

Non-Damaged / Defective Products

Purple Flamingo offer a 14-Day Return and Refund policy, which means the Customer has 14 calender days after receiving their product to request a return and receive a full refund, assuming the Return product meets the 14-Day Return Eligibility Requirements  detailed below.

All Returns are to be raised via our Returns Portal or via the Customer Account / Order screen.

Once the Refund Request is submitted, it will be reviewed by Purple Flamingo and an email notification will be sent to the Customer with further instructions.  

The Customer will receive email notifications at the varying Return stages. The Customer may also track the Status of the Return via the Returns Portal or via the Customer Account / Order screen

The Customer will be responsible for:

  • all return postage costs.
  • ensuring the item is returned in all it's original packaging and labels.
  • ensuring Purple Flamingo receive the returned item.
  • ensuring Purple Flamingo receive the product completely undamaged

It is therefore advisable for Customers to take care when selecting how they return the item, ie: will the Return be tracked and insured incase of loss of damage, etc? Purple Flamingo will not be liable or refund any items returned that have become damaged or lost during the Return delivery. 

Upon receipt of the returned item it will be examined against the below listed 14-Day Return Eligibility Requirements and the Customer will be notified of the decision by email.

Refunds will be automatically credited to the original payment method within 15 business days (any original purchase shipping costs and/or return fees incurred by the Customer will not be refunded).

    14-Day Return Eligibility Requirements

    To be eligible for the 14-Day Return Policy:

    • the product must not be a Bespoke Service customised product, these products are non-refundable/non-exchangeable.
    • details of the requested return must be submitted via the Returns Portal or via the Customer Account / Order screen for  approval prior to returning the product.
    • it is the Customer's responsibility to ensure Purple Flamingo receive the returned product as detailed below: 
    1. In unused and un-damaged condition.
    2. With the original labels/tags attached.
    3. With the instruction / manufacturer's paperwork included inside the package.
    4. In all it's original packaging. 

      Please note: If any of the above 14-Day Return Eligibility Requirements, are not met:

      • unfortunately a Refund will not be offered to the Customer.
      • it will be the Customer's responsibility to claim for any loss or damaged incurred to the Product during Return transit.
      • the Product will be returned to the Customer, via one of these options:  
        • the Customer may arrange and pay for their own collection of the Product within 7 business days of the Return decision being advised.
        • Purple Flamingo will instruct a Courier service to deliver the Product to the Customer, cost of which the Customer will be liable and will be invoiced for.

      Should there be any queries, relating to any of the above, please do not hesitate to Contact us via our Contacts Form.