PEGIA UK LTD

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.

To exercise your right to cancel, you must inform us of your decision by contacting our Customer Care team at care@pegia.com with a clear statement of your intention to return the item(s).

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.

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

•       Items must not show any signs of wear, damage, or alteration.

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

Please note: We reserve the right to refuse a return or apply a deduction to your refund if items are returned in a condition that does not meet the above criteria.

4. Return Shipping Costs

4.1 Non-Faulty Returns

For all non-faulty returns — including but not limited to change of mind, incorrect size selection, dissatisfaction with colour or style, or any other reason not related to a product defect — the cost of return shipping is the sole responsibility of the customer.

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 shipping destination, 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. 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 service before sending your return, so that you are fully informed of the cost involved.

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: Email care@pegia.com with your order number, the item(s) you wish to return, and the reason for your 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). We will also notify you of the approval or rejection of your refund.

If approved:

•       Your refund will be processed to your original payment method within 5–10 business days.

•       The original outbound shipping cost is non-refundable (unless the return is due to our error or a faulty product).

•       Please allow additional time for your bank or payment provider to process the refund to your account.

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

To cancel an order, please contact us at care@pegia.com as soon as possible. Orders are processed within 1–2 business days, so early contact is recommended.

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

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