Refund policy

REFUND & RETURN POLICY

Last updated: 28 September 2026

At Plouise, we want customers to shop with confidence. This Refund & Return Policy applies to orders placed by customers in the United Kingdom.

Nothing in this Policy limits or excludes any mandatory rights available to you under applicable UK consumer law.

1. Order Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:

storeplouise@outlook.com

We will make reasonable efforts to cancel the order before shipment.

If the order has already been processed or dispatched, cancellation may need to be handled as a return after delivery.

2. 14-Day Right to Cancel

For most products purchased online, you have the right to change your mind and cancel your purchase within 14 calendar days after receiving the goods.

If an order contains multiple items delivered separately, the cancellation period generally begins when you receive the last item from that order.

To exercise your right to cancel, email:

storeplouise@outlook.com

Your message should include your order number and a clear statement that you wish to cancel or return the order.

After notifying us, you must normally send the applicable goods back within 14 days.

Do not send a return to any address without first contacting us. Our return facility may be different from our correspondence address or the warehouse from which your order was originally shipped.

3. Condition of Returned Products

You may inspect and handle an item only to the extent reasonably necessary to determine its nature, characteristics and functionality, similar to what would normally be permitted in a physical shop.

Where an item has been handled beyond what is reasonably necessary and its value has been reduced, we may make a lawful deduction from the refund to reflect that reduction in value.

Where reasonably possible, returned products should include their original packaging, accessories, labels and documentation.

Missing packaging alone will not remove statutory consumer rights.

4. Return Shipping for Change-of-Mind Returns

Where you are returning an item simply because you changed your mind, you are responsible for the direct cost of returning the goods unless we expressly agree otherwise.

Because Plouise operates internationally, the return address may differ from the original shipping location.

Please contact us before arranging any shipment.

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

5. Faulty, Damaged, Incorrect or Misdescribed Products

If you receive an item that is:

faulty;
damaged;
materially different from its description;
the wrong item; or
otherwise not compliant with your statutory rights,

please contact storeplouise@outlook.com.

Where possible, include your order number and photographs or videos showing the issue. This helps us resolve the matter faster but does not remove any legal rights you may have.

UK consumers may have a short-term right to reject qualifying faulty goods during the first 30 days, as well as further rights to repair, replacement, price reduction or rejection in circumstances provided by law.

Where a return is required because the item is faulty, incorrect, damaged on arrival or otherwise non-conforming, Plouise will bear reasonable return costs as required by applicable law.

6. Cross-Border Return Alternatives

Because some products are fulfilled internationally, returning an item can occasionally cost more than the product itself.

Where appropriate, Plouise may offer, with your agreement:

a replacement without requiring the original item to be returned;
a full or partial refund without physical return;
another mutually agreed solution; or
store credit if you choose to accept it.

These options are intended to simplify international resolutions and do not replace any mandatory refund or consumer right available to you.

7. Refunds

Approved refunds are issued to the original payment method, unless you expressly agree to another method where permitted by law.

For change-of-mind cancellations, we may wait until we receive the returned goods or evidence that they have been sent back before issuing the refund.

Where applicable, refunds will be processed within the periods required by UK consumer law.

For eligible cancellations, any standard outbound delivery charge originally paid will also be refunded where required by law. Additional amounts paid for premium or expedited delivery above the standard delivery cost are not necessarily refundable.

8. Refund Processing by Banks

Once a refund has been submitted by Plouise, your bank, card issuer or payment provider may require additional time to post the amount to your account.

Plouise does not control processing times within financial institutions.

Refunds are submitted in the currency of the original transaction.

Plouise is not responsible for differences caused solely by:

currency exchange movements;
foreign exchange fees;
card issuer conversion rates; or
bank charges outside our control.

9. Items That May Be Excluded From Change-of-Mind Returns

Where permitted by law, cancellation rights may not apply to certain categories, including:

personalised or custom-made products;
goods made to the customer's specifications;
perishable goods;
sealed goods that are unsuitable for return for health or hygiene reasons once unsealed;
certain sealed software, audio or video products once unsealed;
certain digital content after supply has begun where the legally required consent and acknowledgement were provided; and
other products specifically excluded from cancellation rights by applicable law.

These exclusions do not remove rights relating to products that are faulty, misdescribed or otherwise non-compliant.

10. Sale and Promotional Items

Products purchased during a promotion, clearance or sale remain subject to the same mandatory consumer rights as full-price products.

A discounted price does not remove your statutory rights.

11. Exchanges

Where appropriate, we may offer a replacement or exchange.

Availability is not guaranteed.

For ordinary change-of-mind returns, we may ask you to return the original product and place a new order instead of processing a direct exchange.

12. Chargebacks and Payment Disputes

If you believe there is a problem with an order or refund, we encourage you to contact us first at:

storeplouise@outlook.com

This normally allows us to investigate and resolve the issue more quickly.

Nothing in this section limits your legal right to contact your bank, card issuer or payment provider or to exercise any rights available under applicable law.