OUR REFUND POLICY.

Last updated: 11.08.2026

Thank you for supporting THE PERCENTERS. This policy explains when refunds are available for merchandise purchased through www.thepercenters.co.uk and how they are processed.

This policy applies to merchandise orders delivered within the United Kingdom. It should be read with our:

These documents are intended to work together. Nothing in them limits or removes your statutory consumer rights. If there is an inconsistency, the interpretation that preserves those rights will apply.

THE PERCENTERS. is a charitable incorporated organisation registered in England and Wales, charity number 1216850.


1. CANCELLING AN ONLINE MERCHANDISE ORDER.

1.1 Your right to cancel

For most merchandise bought online, you may cancel without giving a reason from the time the contract is made until 14 days after the goods come into the physical possession of you or a person you nominate.

If one order is delivered in separate installments on different days, the cancellation period normally ends 14 days after the final instalment is received.

1.2 How to cancel

Tell us clearly that you wish to cancel by emailing jake@thepercenters.co.uk or writing to the contact address in section 8. Please include your name, order number and the goods being cancelled so that we can identify your order.

You do not need to provide a reason. You may use the model cancellation form at the end of our Terms & Conditions, but you do not have to.

If you contact us before dispatch, we will try to stop the parcel. If it has already been dispatched, your cancellation right is not lost. You can return the goods in accordance with section 2.

1.3 Exceptions

The statutory change-of-mind cancellation right may not apply to certain goods, including goods made to your clear personal specification or clearly personalised goods, and sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed.

Any relevant exception will be explained before purchase. These exceptions do not remove your rights where goods are faulty, damaged, incorrect or not as described.


2. RETURNING GOODS AFTER CANCELLATION.

After telling us that you are cancelling, you must send the goods back without undue delay and no later than 14 days after the day you told us.

Contact jake@thepercenters.co.uk for return instructions. Unless we provide a different return address, returns should be sent to:

THE PERCENTERS.

19 Farm Way

Worcester Park

KT4 8RX

Please package the goods securely and obtain proof of posting. This may be needed to show when and where the goods were sent if a return is delayed or lost.

When you cancel because you have changed your mind, you are responsible for the direct cost of returning the goods unless we agree otherwise.

We will pay or reimburse reasonable return costs where goods are faulty, damaged, incorrect or not as described, or where the law otherwise requires us to do so.


3. CONDITION AND HANDLING OF CHANGE-OF-MIND RETURNS.

You may inspect and try on merchandise as you reasonably would in a shop. You do not lose your cancellation right merely because you opened the parcel or tried an item on.

Please do not wear an item beyond trying it on, wash it, alter it or handle it more than is reasonably necessary to establish its nature, characteristics and fit. If unnecessary handling has reduced the value of the goods, we may make a proportionate deduction from the refund where the law allows.

Original packaging is helpful but is not an absolute condition of a statutory return. The item should be packaged securely for its return journey.


4. CHANGE-OF-MIND REFUNDS.

4.1 What we refund

If you cancel the whole order under your statutory cancellation right, we will refund:

  • the price paid for the cancelled goods; and

  • the cost of our least expensive standard delivery option, where you paid an outbound delivery charge.

If you selected a more expensive delivery method, we do not have to refund the amount above the cost of our least expensive standard option.

4.2 When and how we refund

If the goods were not dispatched, we will refund you without undue delay and no later than 14 days after you tell us that you are cancelling.

If the goods were dispatched, we will refund you without undue delay and no later than 14 days after the earliest of:

  • the day we receive the returned goods; or

  • the day you provide evidence that you sent them back.

We may withhold the refund until we receive the goods or you provide evidence of return, whichever happens first.

Refunds will normally be made to the original payment method. We will not charge a refund fee. Your bank or payment provider may take additional time to show the refund after we have processed it.


5. FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED GOODS.

Goods must be of satisfactory quality, fit for any purpose made known to us and as described. Your statutory rights apply in addition to this policy and are not affected by a sale price, discount or promotion.

Depending on the circumstances, you may have:

  • a short-term right to reject qualifying goods within 30 days and receive a refund;

  • a right to a repair or replacement;

  • a right to a price reduction; or

  • a final right to reject the goods and receive a refund.

Contact jake@thepercenters.co.uk with your name, order number and a description of the problem. Photographs of the item and packaging may help us resolve the matter quickly, and we may request reasonable evidence, but this does not remove your legal rights.

Where goods are faulty, damaged, incorrect or misdescribed, we will provide return instructions and pay or reimburse reasonable return costs.

Where you are entitled to a refund for rejected goods, the refund will include the appropriate original delivery charge and will be made without undue delay, normally within 14 days after we agree that you are entitled to it. It will normally be paid to the original payment method without a refund fee.


6. EXCHANGES.

We do not currently offer direct exchanges.

If you would like a different size or item, return the original item in accordance with our Shipping & Returns Policy and place a new order. Your return and refund rights continue to apply.


7. WHEN A CHANGE-OF-MIND REFUND MAY NOT BE AVAILABLE.

We may refuse a change-of-mind refund where a statutory exception applies, including clearly personalised or custom-made goods and qualifying sealed hygiene goods that have been unsealed.

We may also decline a voluntary return offered outside the statutory cancellation period where no other legal right applies.

We will not refuse a valid statutory claim merely because:

  • the goods were bought in a sale or promotion;

  • the original packaging is missing;

  • the goods have been reasonably inspected or tried on;

  • the order had already been dispatched when you cancelled; or

  • you did not provide a reason for cancelling.

  • Rights relating to faulty, damaged, incorrect or misdescribed goods continue to apply.


8. CONTACT AND CHARITY INFORMATION.

For questions about a cancellation, return, faulty item or refund, contact:

Email: jake@thepercenters.co.uk

Telephone: 07594 411008

Post: THE PERCENTERS., 19 Farm Way, Worcester Park, KT4 8RX

Please include your order number where possible.

Money raised through merchandise supports our charitable activities and operating costs. A merchandise purchase is a payment for goods and is not a donation unless we clearly state otherwise.