Refund policy

We want you to be satisfied with your purchase. This policy explains how returns, refunds and product issues are handled for orders placed through Patell.

14-Day Return Period

You may request a return within 14 days of receiving your order.

To request a return, please contact us within this 14-day period using the contact details provided on our website.

After your return request has been accepted, we will provide return instructions and the appropriate return address. Please do not send products back without first contacting us.

Return Conditions

To be eligible for a return, the product should be returned with all included components and accessories and, where reasonably possible, in its original packaging.

The product should not show damage, stains, odours, hair or other signs of use beyond what is reasonably necessary to inspect the product and determine its fit and suitability.

Proof of purchase may be required.

Where permitted by applicable law, we may reduce a refund if the product has been used or handled beyond what was reasonably necessary to inspect it.

Return Shipping

For change-of-mind returns, the customer is responsible for the direct cost of returning the product unless otherwise required by applicable law.

We recommend using a tracked shipping method and retaining proof of postage.

If a product is confirmed to be faulty, damaged, incorrect or not as described, we will cover reasonable return shipping costs where required.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will normally be issued to the original payment method.

Original shipping charges will be refunded only where required by applicable law or where we specifically agree otherwise.

Any premium or express shipping costs selected by the customer may not be refundable except where required by law.

The time required for the refund to appear in your account may vary depending on your bank, card issuer or payment provider.

Faulty, Damaged or Incorrect Products

Please inspect your order after delivery and contact us promptly if your product is faulty, damaged, incomplete, incorrect or materially different from its description.

Please include your order information, a description of the issue and photographs where reasonably possible.

Depending on the circumstances and the consumer laws applicable to your purchase, you may be entitled to a refund, replacement, repair, price reduction or another available remedy.

Exchanges

We do not currently offer direct exchanges.

If you would like a different item, please return the original product in accordance with this policy and place a new order.

Orders Returned to Sender

If an order is returned because the delivery address provided was incorrect or incomplete, delivery was refused, the parcel was not collected, or the carrier could not complete delivery following reasonable attempts, reasonable shipping and return costs may be deducted from any refund where permitted by law.

Promotional and Sale Products

Products purchased during a promotion or sale remain subject to this policy and to any mandatory consumer rights that apply to your purchase.

30-Day Warranty

If you purchased the optional 30-Day Warranty at checkout, it is separate from this Returns & Refunds Policy.

The warranty provides additional cover for eligible faults or performance issues for 30 days from delivery, subject to its applicable terms.

The 30-Day Warranty does not replace, restrict or reduce any mandatory consumer rights available to you.

Consumer Rights

Nothing in this policy limits, excludes or overrides any mandatory consumer rights or remedies that apply to you under the laws of your country or region.

Where local consumer law provides greater rights than this policy, those rights will continue to apply.

For return requests or questions, please contact us using the contact information provided on our website.