PEGIA UK LTD

Refund & Returns Policy

1. Overview

At Pegia, we are committed to ensuring your complete satisfaction with every purchase. This Refund & Returns Policy outlines the terms and conditions under which you may return products purchased from pegia.com and request a refund. This policy applies to all orders shipped to the United Kingdom, European Union, and United States.

By placing an order on our website, you acknowledge and agree to the terms set out in this policy.

 

2. Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) and the EU Consumer Rights Directive 2011/83/EU, you have the right to cancel your order within 14 days from the date you receive your goods, without giving any reason.

For orders containing multiple items, the 14-day period begins from the date the last item is delivered. If the 14th day falls on a weekend or public holiday, the deadline is extended to the next working day.

 

To exercise your right to cancel, you may:

•       Use the self-service returns or cancellation request feature in your customer account at https://account.pegia.com; or

•       Contact our Customer Care team at care@pegia.com with a clear statement of your intention to cancel.

 

Model Withdrawal Form (optional): You may use the following statement: "I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: [product name], Order number: [number], ordered on [date]. Name: [name]. Address: [address]. Date: [date]."

 

3. Return Conditions

To be eligible for a return, items must meet the following conditions:

•       Items must be returned within 14 days of delivery.

•       Items must be unworn, unused, and in their original condition. You may handle items only to the extent necessary to assess their nature, characteristics, and functioning. We reserve the right to deduct any diminished value resulting from excessive use.

•       Items must be returned in their original packaging, including all tags and labels attached.

•       Proof of purchase (order confirmation or receipt) must be provided.

3.1 Exclusions from the Right of Withdrawal

In accordance with the EU Consumer Rights Directive, the right of withdrawal does not apply to:

•       Goods made to the consumer's specifications or clearly personalised.

•       Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

•       Goods which are liable to deteriorate or expire rapidly.

 

4. Return Shipping Costs

4.1 Returns Within the Cooling-Off Period

Where you are exercising your right of withdrawal within the 14-day cooling-off period, the standard outbound delivery cost (the least expensive standard delivery option) will be refunded to you. Any additional charges paid for express or premium delivery will not be refunded.

The cost of return shipping remains the responsibility of the customer. All returns are to be sent to our central warehouse in Turkey; the full return address will be provided by our Customer Care team upon confirmation of your return request.

We strongly recommend using a tracked and insured shipping service, as Pegia cannot accept responsibility for items that are lost or damaged during return transit.

 

4.2 Return Destination

Important: Please be aware that all returns, regardless of your original shipping destination, are to be sent to our central warehouse in Turkey. As this is an international shipment, please factor in the associated shipping costs before initiating your return. We recommend obtaining a shipping quote from your preferred courier before sending your return.

 

Return From	Return Destination	Shipping Responsibility
United Kingdom	Turkey	Customer
European Union	Turkey	Customer
United States	Turkey	Customer

 

4.3 Faulty or Incorrect Items

If you have received a faulty, damaged, or incorrect item, please contact us immediately at care@pegia.com. In these cases, Pegia will cover the cost of return shipping. We may arrange a prepaid return label or reimburse reasonable return postage costs upon receipt of the item.

5. How to Return an Item

1.    Contact us: Log in to your customer account at https://account.pegia.com to submit a self-service return or cancellation request, or email care@pegia.com with your order number and reason for return.

2.    Receive confirmation: Our team will confirm your return request and provide the return address in Turkey along with any additional instructions.

3.    Pack securely: Repack the item(s) in their original packaging, ensuring they are well-protected for international transit.

4.    Ship via tracked service: Send the parcel using a tracked and insured international courier service. Retain your proof of postage and tracking number until the return has been processed.

5.    Await processing: Once we receive and inspect your return at our warehouse in Turkey, we will notify you of the outcome within 5 business days.

 

6. Refund Process

Once your return has been received and inspected at our warehouse, we will send you an email to confirm receipt of the returned item(s) and notify you of the approval or rejection of your refund.

If approved:

•       In accordance with EU law, where you have exercised your right of withdrawal, your refund will be processed within 14 days of the date we receive your withdrawal notice.

•       The refund will be made to your original payment method. Please allow additional time for your bank or payment provider to process the refund to your account.

•       Where the right of withdrawal applies, the standard outbound delivery charge will also be refunded. Any premium or express delivery surcharge will not be refunded.

 

7. Exchanges

We do not currently offer direct exchanges. If you would like a different size, colour, or style, please return the original item for a refund and place a new order on pegia.com.

 

8. Parcels Damaged in Transit

If your parcel arrives damaged, please take the following steps:

•       If possible, refuse delivery and notify the courier at the time of delivery.

•       If the parcel was left unattended or you were not present, contact our Customer Care team at care@pegia.com as soon as possible.

•       Please include photographs of the damaged packaging and product to support your claim.

 

9. Order Cancellations

You may cancel your order at any time before it has been dispatched. To cancel, log in to your customer account at https://account.pegia.com or email care@pegia.com as soon as possible. Orders are processed within 1–2 business days, so early contact is recommended.

Once an order has been shipped, it cannot be cancelled, and you will need to follow the returns procedure outlined above.

 

10. Partial Refunds & Goodwill Gestures

In certain circumstances, we may offer a partial refund or goodwill gesture as an alternative to a full return. This is offered entirely at our discretion and may include a percentage refund to your original payment method and/or a discount code for future purchases. Acceptance of a goodwill offer is entirely voluntary.

 

11. Additional Information for US Customers

Please note that as Pegia UK Ltd is based in the United Kingdom and our returns warehouse is located in Turkey, returns from the United States involve international shipping and may take longer to process. Customers in the US are responsible for all return shipping costs and any applicable customs duties or fees incurred during the return shipment.

 

12. Pre-Purchase Acknowledgement

Important: By completing your purchase on pegia.com, you acknowledge that you have read and understood this Refund & Returns Policy, including that:

•       The cost of return shipping for all non-faulty returns is the sole responsibility of the customer.

•       All returns are shipped to our warehouse in Turkey, regardless of your original delivery destination.

•       You are responsible for ensuring returned items reach our warehouse safely, using a tracked and insured courier service.

 

13. Contact Us

If you have any questions regarding this policy or need assistance with a return, please do not hesitate to contact us:

 

Email: care@pegia.com

Online: https://account.pegia.com

Registered Address: Pegia UK Ltd, 5 Brayford Square, London, E1 0SG, United Kingdom