Refund policy
Returns & Refund Policy
Last updated: 8 October 2026
At PurpleCry, we want you to be happy with your purchase. If you have a problem with your order or would like to return an item, please contact us and we'll be happy to help.
1. Returns for Physical Products
This policy applies to physical products purchased from PurpleCry, including clothing, posters, gift hampers and other physical items.
Under UK consumer law, you generally have the right to cancel an online purchase within 14 days of receiving your order, without needing to provide a reason.
If you wish to cancel your order under this right, please contact us within 14 days of receiving your order. You then have a further 14 days to return the item to us.
Returned items should be:
- Unused and in their original condition
- Returned with their original packaging where reasonably possible
- Free from damage, stains, odours or signs of wear
- Accompanied by your order details
We reserve the right to make a reasonable deduction from a refund where the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality.
Return postage
If you are returning an item because you have changed your mind, you are generally responsible for the cost of returning the item.
If the item is faulty, damaged, incorrect or not as described, please contact us before returning it. We will work with you to provide the appropriate remedy and, where applicable, cover reasonable return postage costs.
Your statutory consumer rights are not affected by this policy.
2. Faulty, Damaged or Incorrect Items
We carefully check our products before dispatch, but occasionally something may go wrong.
If you receive an item that is:
- Damaged
- Faulty
- Incorrect
- Missing parts
- Significantly different from its description
please contact us as soon as possible at:
Please include your order number, a description of the problem and photographs where appropriate.
Depending on the circumstances and your legal rights, we may offer a repair, replacement, price reduction or refund.
3. Personalised or Custom Products
Where a product has been made specifically to your requirements or personalised at your request, the standard cancellation right may not apply.
This does not affect your statutory rights if the product is faulty, damaged or does not conform to the agreed specification.
4. Gift Hampers
Gift hampers containing physical products may be returned in accordance with the physical-product returns policy above.
For hygiene, safety and product-quality reasons, individual items within a hamper may need to be returned in their original condition.
If a hamper arrives damaged, please contact us as soon as possible with photographs of the packaging and products received.
5. How to Request a Return
To request a return or refund, please contact:
Please include:
Order number:
Name:
Product(s) you wish to return:
Reason for return:
We'll provide you with the relevant return instructions.
Please do not send products back without contacting us first, as this may delay the processing of your return.
6. Refunds
Once we have received and assessed your returned item, we will confirm whether your refund is approved.
Where a refund is due, it will normally be made using the same payment method used for the original purchase, unless otherwise agreed.
Where the law requires a refund, it will be issued within the applicable legal timeframe.
Original standard delivery charges may be refundable where required by applicable consumer law.
7. Exchanges
If you would like to exchange an item for another size or product, please contact us at:
Exchanges are subject to availability.
Where an exchange is not possible, we may process the return and refund instead.
8. Non-Returnable Items
The following may not be eligible for cancellation or return where permitted by law:
- Personalised or custom-made products
- Products that cannot reasonably be returned for hygiene or health-protection reasons once unsealed
This does not affect your statutory rights in relation to faulty, damaged or incorrectly supplied products.
9. Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer protection law.
If a product is faulty, not as described, or does not meet the standards required by law, you may have additional rights and remedies.
Contact Us
If you have any questions about our Returns & Refund Policy, please contact us:
PurpleCry
Email: purplecryshop@gmail.com
Beyond the ordinary.