Returns Policy
Change of Mind Returns - 14 Days
If you have changed your mind about a purchase, you have 14 days from the date you receive your goods to initiate a return. The product must be unused and in its original packaging.
To start a change-of-mind return, visit our Returns Centre at returns.pebblegrey.co.uk with your order number.
Once your return is approved, you will receive instructions for sending the item back.
Return postage cost: for change-of-mind returns, you are responsible for the cost of returning the item to us. We recommend using a tracked service as we cannot be responsible for items lost in transit. The return postage cost will not be refunded.
Refunds for change-of-mind returns are processed within 5–7 working days of us receiving the item in acceptable condition.
If you change your mind after ordering the item but before delivery of the item(s) to your address, please contact us on 01977 522021. Depending on whether your order has been processed or dispatched will determine if your order is eligible to be cancelled.
You have the right to cancel at any time from the moment you place your online order up to 14 days from the day you receive your goods. This is sometimes referred to as a ‘cooling-off period’. In the instance where you may have ordered more than one item, the 14 days begins from when the last item was delivered to you.
Damaged or Faulty Items - 30 Days
If your item arrived damaged or develops a fault, you have 30 days from the date of receipt to report this to us. Claims made after 30 days cannot be validated.
To report damage or a fault, visit our returns portal at returns.pebblegrey.co.uk or contact us at support@pebblegrey.co.uk with:
- Your order number
- Clear photos showing the damage or fault
- A description of the issue
- Confirmation of whether the product has been installed
Important: we cannot process refunds or exchanges for products that have been installed before the fault or damage was reported. Please test your product within 30 days of receipt — see our FAQ for how to test before installation.
For valid damage and fault claims, Pebble Grey will arrange collection at no cost to you and either send a replacement or issue a full refund.
Items That Cannot Be Returned
We cannot accept returns for:
- Products that have been installed
- Products not in original packaging (for change-of-mind returns)
- Products that have been modified or used
- Change-of-mind returns submitted after 14 days from receipt
How to Return Your Goods to Us
Once you have submitted your returns through the Returns Centre and this has been approved by one of our team, you then have a further 14 days from the date you started the returns process to return the goods to us. If the goods are sent after the 14 days return window, we will not accept the returns request and we will not be able to issue a refund.
In order to qualify for a refund, we ask that all items be returned unused and in a good re-sellable condition, including the original packaging the item was delivered in good condition, with all original fixings and documentation enclosed. Please use clear tape only to re-seal the packaging, attach the returns form to the outside of the box and make sure you do not write directly onto the cardboard. We recommend you get proof of postage when sending your item(s) back to us. We are not liable for any damage or loss of your item during the return transit. We reserve the right to refuse an exchange or refund if goods are not returned in a re-sellable condition or are damaged. We aim to refund all order within 5-7 working days of returning your order. After we receive and process your return, it may take up to 5-7 business days for your refund to display on your payment card statement and will be issued back to the original payment method.
If you return an item without its original outer packaging and the item can no longer be resold in its received condition, a 20% deduction will be applied to your refund. To receive a full refund, please ensure the item is returned in its original outer packaging in fully resellable condition. If you need to return a large or heavy item and are concerned about packaging, contact us at support@pebblegrey.co.uk before dispatching and we can advise.
How Refunds Are Processed
Refunds are returned to your original payment method within 5–7 working days of the return being received and verified. You will receive an email confirmation when your refund is processed. Allow a further 3–5 working days for the funds to appear in your account depending on your bank or card provider.
Do I Have to Pay to Return Unwanted Goods?
If the item is unwanted or no longer required, you must cover the delivery cost for returning these goods. We recommend you get proof of postage when doing so. If the item(s) are damaged or faulty then will either collect the item(s), send you a pre-paid label or request that you discard the item. If your goods arrived on time, you will not receive a refund for express delivery.
When you are in possession of the goods, you are under the duty to retain them and take reasonable care of them. Until the item is received back at our warehouse and in good condition including packaging, the goods remain your responsibility. If you are returning a product at your cost/method and these arrive damaged in transit on return to us, you will not qualify for a refund.
What May Prevent us From Issuing a Refund
If you try to submit a claim after the 30-day cooling-off period, we are unfortunately unable to validate any claim and will not be able to issue a refund.
Please do not install your item before changing your mind about wanting to keep the item, as once your product is installed; we are unable to issue a refund. We are unable to issue a refund if damage upon receipt is reported after the product is installed.
We are not liable for any damage or loss of your item during the return transit. We reserve the right to refuse an exchange or refund if goods are not returned in a re-sellable condition or are damaged.
Please follow the instructions under 'How to return your goods to us'. If these are not followed correctly, this may prevent us from issuing a refund.
Please ensure any material taped to the box is clear and legible and nothing is written directly on the cardboard. If you return an item without the correct information clearly marked on the returns slip on the outside of the box, the delivery back to our warehouse may be refused and a refund may not be able to be issued.
Start a Return
Visit our returns centre via the button below, or contact our team at support@pebblegrey.co.uk or 01977 522021.