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What do I do if the return or refund is missing?

If you haven’t received any contact regarding your refund, please follow the below steps: Check your bank account to ensure the payment hasn’t already been received – refund payments can take 5-10 working days in some cases, so it is worth checking with your payment card provider and bank if you have any concerns. If you’ve done this and still have not received your refund please contact them.

What is their refund policy?

• Purchased products may be returned for a full refund within 14 days of purchase. To qualify for a full refund or exchange the products must be: Unused In the same condition (original packaging) that you received it Outside this 14-day period products may not be returned or exchanged unless: 

• The product is faulty The product has been damaged in transit The product has not met yours and their high expectations A product recall has been issued

What items can not be return？

• Please note, they do not accept returns on the below items: Certain health and personal care items Products that contain hazardous materials or flammable liquids and gases Sale items (see below) They will notify you by email when they have received the returned item and again once they have approved or rejected the return. 

• If approved your refund will be processed and a credit will be automatically applied to your original payment method less any promotional incentives (voucher codes) used at the time of purchase. If your original payment method was via gift voucher you will be issued with a new gift voucher of the same value which can be reused.

What's the refund process?

• If you have chosen a refund for your returned product, they will process the calculated refund within 7 days of receiving your returned goods. Provided that you have returned the goods to them in their original condition within 14 working days from delivery to you or you notifying them of cancellation, you will receive email notification of your refund from their Customer Service Team. 

• If you have requested an exchange or replacement on your Returns note, this will be processed within approx. 7 working days of receiving your returned goods and will be delivered via standard delivery.

Can I make an exchange?

Items may be exchanged within the 14-day returns period and outside the 14-day period if defective. If you need to exchange please send them an email at [email protected] and send your items to: POTTER & MOORE INNOVATIONS Online Order Returns 1210 Lincoln Road Werrington Peterborough PE4 6ND United Kingdom.