Last updated: August 9, 2026
We want returns to be clear and predictable. This policy describes our voluntary 30-day return program and the additional rights that may apply under consumer law. Statutory consumer rights always take priority where they provide greater protection.
1. 30-Day Voluntary Return Window
For most physical products, you may request a return within 30 calendar days after you receive the item. This voluntary policy is in addition to any non-waivable rights you may have under applicable law.
For returns made only under our voluntary policy (for example, a change of mind after any statutory cooling-off period has ended), the product should be in new or like-new condition, complete with included accessories and components, and returned in its original packaging where reasonably possible. We may reduce a voluntary-policy refund for missing parts, misuse, or damage beyond normal inspection, to the extent permitted by law.
2. How to Start a Return
Contact support@pchero.com and include your order number, the item you wish to return, and the reason for the request. For defective, damaged, or incorrect items, photographs or a short video may help us resolve the issue faster, but we will not require evidence that is unreasonable or prohibited by law.
If a return is authorized, we will provide return instructions and the correct return address. Please do not send returns to our corporate address unless we specifically instruct you to do so. A return authorization helps us route your package correctly; it does not limit any statutory right to notify us of withdrawal by another legally valid method.
3. Damaged, Defective, Incorrect, or Missing Items
Inspect your order after delivery and contact us as soon as reasonably possible if an item is damaged, defective, materially different from its description, incorrect, or missing. Where the issue is our responsibility, we will provide an appropriate remedy required by law, which may include repair, replacement, refund, or another agreed solution, and we will bear reasonable return-shipping costs where required.
4. EEA Consumers — 14-Day Right of Withdrawal
If you are a consumer in the EEA and the statutory right of withdrawal applies to your purchase, you may withdraw from an online purchase without giving a reason within 14 calendar days after you, or a third party you designate other than the carrier, receives the goods. Different start rules may apply to multiple goods delivered separately.
To exercise the right, send us a clear statement of your decision before the 14-day period expires. You may email us; no special form is required. After notifying us, you must send the goods back without undue delay and no later than 14 days after your notice.
You may inspect and handle the goods only as necessary to establish their nature, characteristics, and functioning, similar to what would reasonably be allowed in a store. You may be responsible for diminished value caused by handling beyond that level.
Unless we agree to pay the return cost or failed to inform you before purchase that you would bear it, you are responsible for the direct cost of returning goods under the statutory withdrawal right. If an item cannot normally be returned by post, we will provide the information required by applicable law.
We will reimburse payments received from you, including the cost of the least expensive standard delivery option we offered, without undue delay and no later than 14 days after we are informed of your withdrawal. For goods, we may withhold reimbursement until we receive the goods back or you provide evidence of sending them back, whichever occurs first. We will use the original payment method unless you expressly agree otherwise and no fee is imposed on you.
5. UK Consumers — 14-Day Cancellation Right
If you are a UK consumer and the statutory cancellation right applies, you generally have 14 days after delivery to tell us that you wish to cancel, followed by another 14 days to return the goods. We will refund the price and the cost of our least expensive standard outbound delivery option within the time required by law. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to inspect the goods.
6. Statutory Guarantees and Faulty Goods
This return policy does not replace legal guarantees or remedies for faulty, unsafe, misdescribed, or non-conforming goods. For example, consumers in the EEA generally benefit from a minimum two-year legal guarantee for non-conforming goods, subject to applicable national law. UK consumers also have statutory rights for goods that are not of satisfactory quality, fit for purpose, or as described. These rights may extend beyond our 30-day voluntary return window.
7. Return Shipping Costs
- If the item is defective, damaged on arrival, materially misdescribed, or incorrect due to our error, we will bear reasonable return-shipping costs where required by law.
- For a voluntary change-of-mind return, you are generally responsible for return shipping unless we state otherwise or applicable law requires us to pay it.
- If we provide a prepaid label for a voluntary return, the label cost may be deducted from the refund only where this was clearly disclosed and permitted by law.
- Products subject to carrier restrictions (for example, certain liquids or regulated materials) must be returned using the safe method and carrier instructions we provide.
8. Items That May Be Excluded
Where permitted by law, the following may be excluded from change-of-mind returns: goods made to your specifications or clearly personalized; sealed goods that are not suitable for return for health or hygiene reasons once unsealed; gift cards or digital items where the law permits; and items clearly marked “Final Sale” before purchase. Sale or discounted pricing alone does not remove statutory rights.
Any exclusion is applied only to the extent permitted by the law that applies to your purchase. Defective or non-conforming goods remain subject to applicable statutory remedies.
9. Exchanges
For speed and inventory accuracy, the usual process is to return the original item and place a new order. If we offer a direct replacement for a defective or incorrect item, we will provide instructions.
10. Refund Timing and Method
Outside any shorter or different statutory deadline, we aim to inspect authorized returns promptly and issue approved refunds to the original payment method within 10 business days after inspection. Your bank or payment provider may require additional time to post the credit.
If more than 15 business days have passed after we confirm that a non-statutory refund was issued, contact us so we can investigate. Statutory refunds are handled within the deadline required by applicable law.
11. Contact
Return and refund questions: support@pchero.com