Refund Policy

Changing your mind

For most products purchased online, you may notify us that you wish to cancel your order within 14 days of receiving it. You do not need to provide a reason.

After notifying us of your decision, you should return the affected products within a further 14 days.

Condition of returned products

Products should be returned unused, unwashed and with their original packaging, labels and accessories wherever reasonably possible.

You may inspect a product as you would in a physical shop. However, we may reduce a refund where handling beyond what is necessary has caused a loss in the product’s value.

Hygiene-sensitive products

Certain sealed products may be unsuitable for return for health protection or hygiene reasons once their seal has been broken. This exception will only apply where the product genuinely falls within the relevant legal exemption.

This does not affect your rights where a product is faulty, damaged or not as described.

Faulty, damaged or incorrect items

Please contact us as soon as reasonably possible if your order arrives faulty, damaged, incomplete or different from the product you ordered.

We may ask you to provide your order number and photographs showing the issue. Depending on the circumstances, we will arrange an appropriate refund, replacement or other remedy.

Return postage

Customers are normally responsible for the cost of returning an unwanted product unless Priest London agrees otherwise.

Where a product is faulty, damaged or incorrect, we will provide reasonable return instructions and cover appropriate return costs. Please contact us before sending such products back.

Refunds

Once we receive the returned product, or receive acceptable evidence that it has been sent back, we will process the refund without undue delay and normally within 14 days.

Refunds will usually be issued to the original payment method. Depending on your payment provider, additional processing time may be required before the funds appear in your account.

Where an entire order is cancelled under your statutory cancellation rights, any standard outbound delivery charge paid for that order will also be refunded. Additional charges for an upgraded delivery service are not refundable beyond the cost of standard delivery.

Non-refundable costs

We cannot normally refund return postage for a change-of-mind return, additional costs for premium delivery, or reductions in value caused by unnecessary handling, use, washing or damage after delivery.

How to request a return

To request a return, email info@priestlondonltd.com with your name, order number, the product you wish to return and the reason for contacting us.

Please wait for return instructions before sending your order. Products sent without sufficient identifying information may take longer to process.

Your legal rights

This policy does not limit or replace any rights available to you under applicable UK consumer law.