Pelle Factory Refund and Returns Policy

Policy Scope

This policy applies uniformly across the entire website and all sales channels of Pelle Factory. A link to this page is available in the site footer for quick reference.

Do we accept returns?

Yes. We accept returns on eligible items as outlined below. Exchanges are also available where applicable.

Eligibility

• Item must be new, unworn, and in the original condition and packaging.
• Return must be requested within 30 days of delivery.
• Proof of purchase is required (order number or receipt).
• Refund security tag, if present, must be intact and not removed.

Not eligible

• Used, worn, damaged items, or items missing parts not due to our error.
• Personalized or made to order items cannot be returned unless defective (unless defective or our error).
• Items returned after 30 days from delivery.

How to start a return

1. Email us at [email protected] with your order number, item(s), and reason.
2. We will respond with the return authorization and the correct return address.
3. Print and include your receipt or order confirmation in the package.
4. Ship the item back using a trackable service (USPS/UPS recommended).

Return labels are not prepaid; the customer is responsible for return shipping. If a refund is approved, any return shipping and applicable restocking fees will be deducted from the refund.

Restocking fee

A $100 restocking fee applies to returns of non-defective items.

Exchanges

Exchanges are accepted within 30 days for the same item (different size/color) if stock permits. Exchange fees and shipping are non-refundable.

Refunds: timing and method

• Processing time after we receive your return: 10-12 business days.
• Refunds are issued to the original payment method only.
• You will receive an email confirmation when your refund is approved and processed.

Late or missing refunds

• Check your bank or card account first; posting times vary.
• Contact your card issuer/bank if the refund is not visible after our confirmation.
• If you still have not received your refund, contact us at [email protected].

Damaged, incorrect, or defective items

Inspect your order upon delivery and contact us immediately if an item is defective, damaged, or incorrect. We will evaluate and make it right.

Returns by mail (no nearby store)

If you do not live near a Pelle Factory location, you can return by mail. Include your receipt and a note indicating exchange details (size/color) or request for refund, along with your contact info. Email us for the correct return address at [email protected].

Shipping returns

Use a trackable service and consider shipping insurance for higher-value items. We do not guarantee receipt of returned items without tracking.