SHIPPING & RETURNS POLICY.
Last updated: 11.08.2026
Thank you for supporting THE PERCENTERS. This policy explains how we process and deliver merchandise orders and how cancellations, returns, refunds and problems with goods are handled.
This policy should be read with our Terms & Conditions:
www.thepercenters.co.uk/termsandconditions
This policy supplements our Terms & Conditions. Nothing in either document 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. 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.
Email: jake@thepercenters.co.uk
Telephone: 07594 411008
Contact address: THE PERCENTERS., 19 Farm Way, Worcester Park, KT4 8RX
1. SHIPPING.
1.1 Where we deliver
We currently deliver merchandise within the United Kingdom only. We do not currently offer international delivery.
1.2 Order processing
Orders are processed after payment has been successfully received and the order has been accepted. Processing times may be longer during busy periods, product launches, weekends or public holidays.
If there is a significant problem or delay before dispatch, we will contact you using the details supplied with your order.
1.3 Delivery charges and estimated times
Available delivery methods, charges and estimated delivery times are displayed on the product page or at checkout before you place your order.
Delivery estimates are not guaranteed dates unless we expressly agree a guaranteed date with you. Delivery may occasionally be affected by the courier, weather, seasonal demand or other circumstances. However, we remain responsible for fulfilling the order and for your rights if delivery is late or does not take place.
Unless a different delivery period has been agreed with you, we will deliver without undue delay and normally no later than 30 days after the contract is made.
1.4 Dispatch confirmation and tracking
We will send a dispatch confirmation when your order has been sent. Where tracking is available, the confirmation will include tracking details or instructions. Tracking information may take some time to become active after dispatch.
1.5 Delivery address
Please provide a complete and accurate delivery address. Contact us promptly if you notice an error. We will try to amend the address if the order has not been dispatched, but we cannot guarantee that a change will be possible.
If an order has to be sent again because the address supplied was materially incorrect or incomplete, we may ask you to pay the reasonable additional delivery cost. This does not affect your rights where the error was ours or the goods were not delivered as required by law.
1.6 Responsibility for goods during delivery
The goods remain our responsibility until they come into the physical possession of you or a person you have identified to receive them.
You do not have to resolve a loss or delivery failure directly with our courier. If a parcel appears lost, damaged in transit or significantly delayed, contact us and we will investigate with the courier and provide the remedy required by law.
1.7 Delayed or missing orders
If your order has not arrived by the estimated date, check any tracking information and then contact us with your order number.
If we fail to deliver within an agreed period or, where no different period was agreed, within 30 days, you may have the right to require delivery within an appropriate additional period or to end the contract. In some circumstances, including where an agreed delivery date was essential or we refuse to deliver, you may be entitled to end the contract without setting an additional deadline.
If the contract is ended because we have not delivered as required, we will refund the affected order without undue delay.
2. CANCELLING AN ONLINE ORDER.
2.1 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 instalments on different days, the cancellation period normally ends 14 days after the final instalment is received.
2.2 How to cancel
Tell us clearly that you wish to cancel by emailing jake@thepercenters.co.uk or writing to the contact address at the beginning of this policy. Please include your name, order number and the goods being cancelled so that we can identify the order.
You do not need to give 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 as explained in section 3.
2.3 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 made clear before purchase. These exceptions do not remove your rights if goods are faulty, damaged, incorrect or not as described.
3. CHANGE-OF-MIND RETURNS.
3.1 Return deadline
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. Contacting us first helps us identify the return, but failing to use a particular form or procedure does not remove a statutory cancellation right.
3.2 Return postage
When you cancel because you have changed your mind, you are responsible for the direct cost of returning goods to us 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.
3.3 Trying on and handling goods
You may inspect and try on merchandise as you reasonably would in a shop. You do not lose your cancellation right merely because you have 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. REFUNDS AFTER CANCELLATION.
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 we refund
If the goods were not dispatched, we will make the refund without undue delay and no later than 14 days after you tell us that you are cancelling.
If the goods were dispatched, we will make the refund 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.
5. FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED GOODS.
5.1 Your rights
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.
The remedy available will depend on the nature and timing of the problem and the applicable law.
5.2 Reporting a problem
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.
Please contact us as soon as reasonably possible after discovering a problem. A delay in contacting us does not automatically remove any statutory right that still applies.
5.3 Returns and refunds for problem goods
We will provide return instructions and pay or reimburse reasonable return costs where goods are faulty, damaged, incorrect or misdescribed.
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 this policy and place a new order. Your return and refund rights continue to apply.
7. ITEMS THAT CANNOT BE RETURNED FOR A CHANGE OF MIND.
We may refuse a change-of-mind return 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; or
you did not provide a reason for cancelling.
Rights relating to faulty, damaged, incorrect or misdescribed goods continue to apply.
8. CONTACT US.
For questions about an order, delivery, cancellation, return 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.
We process order and contact information as explained in our Privacy Policy:
www.thepercenters.co.uk/privacypolicy
This policy is governed by the law of England and Wales, subject to any mandatory consumer protections that apply where you live.