Refund policy
RETURN & REFUND POLICY
Last updated: 14 September 2026
At Pranny Jankins, we want every customer to shop with confidence. This Return & Refund Policy explains your rights when purchasing goods from PrannyJankins.store, how to cancel an online order, how to return an item, and how refunds are handled.
This policy is intended to comply with applicable United Kingdom consumer protection legislation, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
Nothing in this policy excludes, restricts or affects any statutory rights you may have under UK consumer law.
For assistance regarding a return, refund or cancellation, please contact:
Pranny Jankins
Website: PrannyJankins.store
Email: support@PrannyJankins.store
1. YOUR STATUTORY RIGHT TO CANCEL
If you purchase goods from us online, you normally have a legal right to cancel your order without giving a reason.
You may notify us that you wish to cancel at any time after placing your order and up to 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.
Where one order contains several goods that are delivered separately, the cancellation period normally ends 14 days after you receive the last item.
You do not need to provide a reason for cancelling.
To exercise your right to cancel, you must inform us clearly of your decision before the cancellation period expires.
You may contact us at:
You may use the cancellation form provided at the end of this policy, although using that form is not compulsory.
2. RETURNING GOODS AFTER CANCELLATION
After informing us that you wish to cancel, you must send the goods back no later than 14 days after the day on which you informed us of your cancellation.
Please contact:
for the appropriate return instructions and return address.
Contacting customer support for return instructions does not remove or restrict your statutory right to cancel. A customer may exercise their cancellation right by making any clear statement informing us of their decision to cancel.
Unless we have agreed to collect the goods, you are responsible for sending the goods back to the designated return address.
We strongly recommend using a tracked postal or courier service and retaining proof of postage until your return has been completed.
3. CONDITION OF RETURNED GOODS
You are entitled to inspect and handle goods to the same extent that you would reasonably be allowed to do in a physical shop.
For clothing, this normally means that you may carefully try the item on to determine its nature, characteristics, fit and appearance.
Where possible, returned products should be:
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clean;
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unworn other than for reasonable fitting or inspection;
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unwashed;
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free from stains, odours or damage;
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returned with original labels, tags and accessories where still available; and
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appropriately packaged to prevent damage in transit.
Your statutory cancellation rights are not automatically lost simply because packaging has been opened or an item has been tried on.
However, where the value of an item has been reduced because it has been handled beyond what is reasonably necessary to inspect it, we may make an appropriate deduction from the refund to reflect that reduction in value, where permitted by law.
4. RETURN SHIPPING COSTS FOR CHANGE-OF-MIND RETURNS
If you exercise your statutory right to cancel because you have changed your mind, you will normally be responsible for the direct cost of returning the goods to us, unless:
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we have expressly agreed to pay the return cost;
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we have offered to collect the goods; or
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applicable law requires us to bear the return cost.
Return postage for goods that are faulty, damaged, not as described or otherwise do not conform to the contract will be handled separately as explained below.
5. REFUNDS FOLLOWING CANCELLATION
If you validly cancel your order, we will reimburse payments that we are legally required to refund.
Where applicable, this includes the purchase price and the cost of our least expensive standard delivery option.
If you selected a more expensive delivery method, such as premium or expedited delivery, we are not required to refund the additional amount above the cost of our least expensive standard delivery service.
For returned goods, we will process the refund without undue delay and no later than 14 days after:
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the day we receive the goods back; or
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if earlier, the day you provide satisfactory evidence that you have sent the goods back.
We may withhold reimbursement until we have received the goods or you have supplied evidence that they have been returned, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree otherwise.
We will not charge you a fee simply for receiving a refund to which you are legally entitled.
Your bank, card issuer or payment provider may require additional processing time before the refunded amount appears in your account.
6. PARTIAL RETURNS
Where an order contains several items, you may be able to cancel and return only some of those items.
The refund will include the amount paid for the eligible returned products.
Any refund of the original delivery charge for a partial cancellation will be determined in accordance with applicable law and the circumstances of the order.
7. ITEMS EXCLUDED FROM THE CHANGE-OF-MIND CANCELLATION RIGHT
The statutory right to cancel may not apply to certain categories of goods.
Subject to applicable UK law, this can include:
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goods made to the customer's specifications or clearly personalised;
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goods that are liable to deteriorate or expire rapidly;
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sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery;
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sealed audio, video or computer software products once unsealed;
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newspapers, periodicals or magazines, other than subscription contracts; and
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other goods or services specifically excluded from the statutory cancellation right by law.
Where an exclusion applies, this does not remove your rights if the goods are faulty, damaged, not as described or otherwise fail to meet applicable legal standards.
8. PERSONALISED OR CUSTOM-MADE ITEMS
Products made specifically to your individual requirements or clearly personalised may not be eligible for cancellation simply because you change your mind.
This does not affect your statutory rights where a personalised or custom-made product is faulty, not as described or otherwise fails to conform to the contract.
9. HYGIENE-SENSITIVE PRODUCTS
Where a product is supplied sealed for genuine health protection or hygiene reasons, your statutory change-of-mind cancellation right may cease once that seal has been broken, where the law permits this exception.
This exception does not apply merely because an ordinary item of clothing has been removed from normal retail packaging.
Your rights relating to faulty or misdescribed goods remain unaffected.
10. SALE AND PROMOTIONAL ITEMS
Items purchased during a sale, promotion or discount campaign have the same statutory consumer rights as goods purchased at their normal price.
A reduced price does not remove your rights where an item is faulty, not as described or otherwise fails to conform to the contract.
Any wording such as “sale”, “clearance” or “final sale” will not override rights that cannot legally be excluded.
11. FAULTY, DAMAGED OR MISDESCRIBED GOODS
Under the Consumer Rights Act 2015, goods supplied by us must, where applicable:
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be of satisfactory quality;
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be fit for their normal purpose and any particular purpose made known to us where legally applicable;
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match their description; and
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conform to other applicable contractual and statutory requirements.
If an item arrives faulty, damaged, materially different from its description or otherwise does not conform to the contract, please contact:
Please provide your order number and a clear description of the issue. Photographs may help us investigate the problem more quickly, but requesting photographs will not be used to remove a statutory right where the customer can otherwise establish their claim.
12. 30-DAY SHORT-TERM RIGHT TO REJECT FAULTY GOODS
Where goods do not conform to the Consumer Rights Act 2015, you may have a short-term right to reject the goods within 30 days, subject to the requirements and exceptions provided by law.
Where this right applies and is validly exercised, you may be entitled to a refund.
This statutory right is separate from the 14-day cancellation right applicable to many distance purchases.
13. REPAIR OR REPLACEMENT
Where the short-term right to reject has expired, or where you choose not to exercise it, you may be entitled to request a repair or replacement where the goods do not conform to the contract.
Any repair or replacement required by law must be provided:
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without unnecessary inconvenience to you;
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within a reasonable period; and
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without requiring you to bear costs that the law requires us to pay.
Whether repair or replacement is appropriate can depend on factors including proportionality, cost and whether the chosen remedy is possible.
14. FINAL RIGHT TO REJECT OR PRICE REDUCTION
If a repair or replacement is unsuccessful, impossible, not provided within a reasonable time, or causes significant inconvenience, you may have a statutory right to:
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an appropriate reduction in price; or
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reject the goods and obtain a refund,
subject to the conditions of the Consumer Rights Act 2015.
Nothing in this section limits any stronger remedy available to you under applicable law.
15. RETURN COSTS FOR FAULTY GOODS
Where goods are validly rejected because they fail to conform to the contract, we will bear the reasonable costs of returning the goods where UK consumer law requires us to do so.
You should contact us before arranging an unusually expensive return so that appropriate arrangements can be made.
Email:
16. FAULTS DISCOVERED WITHIN SIX MONTHS
Where a fault becomes apparent within the first six months following delivery, UK consumer law may presume, subject to applicable exceptions, that the problem existed when the goods were supplied unless the trader can establish otherwise.
After six months, the customer may be required to demonstrate that the goods failed to conform when supplied.
These rules do not mean that every product is automatically guaranteed for six years or five years.
Separate statutory limitation periods may allow consumers to bring certain claims for up to six years in England and Wales and generally five years in Scotland, depending on the circumstances. These periods concern the time available to bring a legal claim and are not automatic product guarantees.
17. DAMAGED PARCELS
If your parcel or product arrives damaged, please contact us as soon as reasonably possible at:
Please retain the product and packaging while the matter is being investigated.
Where the product does not conform to the contract, any delay in contacting us will not automatically remove statutory rights that remain available under applicable law.
18. INCORRECT ITEMS
If we send you an item that you did not order, please contact us at:
We will provide appropriate instructions and, where required, arrange for the incorrect item to be returned at our cost.
You will not be required to pay for goods supplied to you as a result of an error for which you are not responsible.
19. EXCHANGES
Where available, we may offer an exchange for another size, colour or product.
An exchange service offered voluntarily by Pranny Jankins is separate from your statutory rights.
Where an exchange is not available, an eligible customer may return the product for a refund in accordance with this policy and place a new order.
For faulty goods, statutory repair, replacement, price reduction and rejection rights will apply where relevant.
20. PROOF OF PURCHASE
We may ask you to provide reasonable evidence that the product was purchased from Pranny Jankins.
Acceptable evidence may include:
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your order confirmation;
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order number;
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receipt;
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payment record; or
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other reasonable evidence showing that the purchase was made from us.
21. RETURN PACKAGING
Please package returned goods securely so that they are protected while in transit.
Where practical, you may use the original packaging, but original packaging is not an absolute condition of exercising a statutory right unless the nature of the particular product or legal circumstances justify such a requirement.
Customers may be responsible for loss in value caused by unnecessary damage or handling where the law permits a deduction.
22. REFUNDS TO THE ORIGINAL PAYMENT METHOD
Unless otherwise expressly agreed with you, refunds will be returned using the same payment method used to make the original purchase.
Depending on the payment provider, it may take additional time after we issue the refund for the funds to appear in your account.
Processing times controlled solely by banks, card issuers or payment providers are outside our direct control.
23. CANCELLING AN ORDER BEFORE DELIVERY
You may notify us that you wish to cancel an eligible online order before it has been delivered.
If the order has already entered the delivery network and cannot reasonably be intercepted, you may need to receive the parcel and return it in accordance with this policy.
This does not reduce the statutory cancellation period available to you.
Contact:
24. YOUR STATUTORY RIGHTS
Nothing contained in this Return & Refund Policy is intended to exclude, restrict or replace rights that a consumer has under applicable law.
In particular, nothing in this policy affects rights arising under legislation including, where applicable:
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the Consumer Rights Act 2015;
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the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; and
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other applicable UK consumer protection legislation.
Where any provision of this policy conflicts with a mandatory statutory consumer right, the statutory right will prevail.
25. CONTACT US
For questions regarding cancellations, returns, refunds, faulty products or your consumer rights in connection with an order, please contact:
Pranny Jankins
Website: PrannyJankins.store
Email: support@PrannyJankins.store
Please include your order number whenever possible.
MODEL CANCELLATION FORM
You may use the following form if you wish to cancel an eligible contract. Use of this form is optional.
To: Pranny Jankins
Email: support@PrannyJankins.store
I hereby give notice that I cancel my contract of sale for the following goods:
Order number:
Goods ordered:
Date ordered:
Date received:
Consumer's name:
Consumer's address:
Signature of consumer:
(only required if this form is submitted on paper)
Date: