For Customers in the EU
In adherence with EU Distance Selling regulations, customers located in the EU have a 7 day cooling off period from the point at which the order is placed online. If you chance your mind about your order you must let us know by writing within 7 days. We will refund your order. If your goods have already been shipped you will need to return unopened, unused goods. Dan Pyne is not liable to cover the cost of returning the goods. If for any reason we have to arrange to have the goods collected from you, we reserve the right to recover the cost of collection from you. Please contact us with full details of your order and we will provide a returns number.
For Unwanted Goods
If you change your mind, and it is after the initial 7 day cooling off period, we will offer you an exchange or credit note / voucher code to the value of the goods. You must let us know and return the items within 28 days of receiving the items. Dan Pyne is not responsible for the postage costs of returning the goods. Please contact us with details of your original order. Any goods returned must be unopened and unused and be in perfect resalable condition. We reserve the right to charge a restocking fee of 25% of the value of returned products.
Faulty or Damaged Goods
In the unlikely event that you receive goods that are defective, faulty or damaged we will be happy to exchange the items or offer you a full refund. Please contact us by calling the phone number or completing the form on our contact page. Please quote details of your original order.
We may ask for photographic evidence of the damaged goods or request that the goods be returned for quality inspection.
Where goods are faulty or defective, please contact us by phone or email. We will ask you to return the goods so that we can investigate the issue. A member of our Quality team will be in touch to discuss further and where necessary organise a refund or exchange.
If you return damaged or faulty goods, a postage refund is at our discretion.
Any goods being returned should be securely wrapped in the same packaging in which it was received. We will give you a returns number that should be clearly displayed on the outside of the original packaging. We reserve the right to refuse a refund/exchange where goods have been damaged in transit caused by insufficient packaging.
We recommend that you return goods by recorded delivery and that you obtain a proof of posting. This is for the unlikely event that we do not receive your parcel.
The address for returns is:
Dan Pyne, The Barn, Higher Colenso, Goldsithney, Penzance, Cornwall TR20 9JB
Refunds will be made using the same payment method you originally used. Where you paid by credit or debit card, the refund will be made to the same card originally used. Once processed, refunds can take up to seven working days to appear in your account. This varies from bank to bank.