Refund Policy

Last Updated: May 15, 2024

At Little Pepe Pig, we want you to be completely satisfied with your purchase. We understand that sometimes a product may not meet your expectations or may arrive damaged. This Refund Policy outlines the terms and conditions for returns, exchanges, and refunds.

1. Return Eligibility

1.1 Return Period

You may return most new, unopened items within 30 days of delivery for a full refund. For damaged or defective items, the return period is extended to 45 days from the delivery date.

1.2 Condition of Items

To be eligible for a return, your item must be:

  • In the same condition that you received it
  • In the original packaging, where possible
  • Complete with all accessories, tags, and documentation

1.3 Items Not Eligible for Return

The following items cannot be returned:

  • Items that have been used, worn, or washed
  • Items with removed tags or packaging
  • Personalized or custom-made items (unless defective)
  • Hygiene products, once opened or used
  • Digital products or downloadable content
  • Gift cards

2. Return Process

2.1 Initiating a Return

To start the return process, please follow these steps:

  1. Contact our customer service team at [email protected] or +44 6128 210888 to obtain a Return Authorization Number (RAN)
  2. Complete the return form that was included with your order, or download it from our website
  3. Pack the item(s) securely in appropriate packaging
  4. Include the completed return form and RAN inside the package
  5. Ship the package to the address provided by our customer service team

2.2 Return Shipping

You are responsible for paying the return shipping costs, unless:

  • The item received was defective or damaged
  • The item received was incorrect (not what you ordered)
  • The return is a result of our error

In these cases, we will provide a prepaid return shipping label or reimburse your return shipping costs.

2.3 Tracking Your Return

We recommend using a trackable shipping service and keeping the tracking information until your return is processed. We cannot be responsible for items lost in transit.

3. Refunds

3.1 Refund Processing

Once we receive and inspect your return, we will notify you about the status of your refund. If approved, your refund will be processed within 5 business days. The time it takes for the refund to appear in your account depends on your payment method and financial institution:

  • Credit/Debit Cards: 5-10 business days
  • PayPal: 1-3 business days
  • Bank Transfers: 5-7 business days

3.2 Refund Amount

Your refund will include:

  • The full purchase price of the returned item(s)
  • Any taxes you paid on the purchase
  • Return shipping costs (only if the return is due to our error)

The original shipping charges are non-refundable, except in cases where you received a damaged, defective, or incorrect item.

3.3 Refund Method

Refunds will be issued to the original payment method used for the purchase. If this is not possible, we will contact you to arrange an alternative refund method.

4. Exchanges

4.1 Exchange Process

If you wish to exchange an item for a different size, color, or product, please follow these steps:

  1. Contact our customer service team to verify that the desired replacement item is in stock
  2. Follow the return process outlined in Section 2
  3. Indicate on the return form that you want an exchange and specify the replacement item

4.2 Exchange Shipping

For exchanges, we will cover the shipping cost of sending the replacement item to you. However, you are responsible for the cost of shipping the original item back to us, except in cases covered under Section 2.2.

4.3 Price Differences

If the replacement item costs more than the original item, you will need to pay the difference. If the replacement item costs less, we will refund the difference to your original payment method.

5. Damaged or Defective Items

5.1 Reporting Damaged Items

If your item arrives damaged or defective, please contact us within 48 hours of receiving your order. Please provide:

  • Your order number
  • A description of the damage or defect
  • Photos of the damaged item and packaging

5.2 Resolution Options

For damaged or defective items, we offer the following options:

  • Full refund
  • Replacement of the same item
  • Store credit

We will cover all shipping costs associated with returning and replacing damaged or defective items.

6. Late or Missing Refunds

6.1 Checking Refund Status

If you haven't received your refund within the timeframes mentioned in Section 3.1, please take these steps:

  1. Check your bank account or credit card statement again
  2. Contact your credit card company or bank, as it may take some time for the refund to be officially posted
  3. Contact our customer service team with your order number and proof of return

7. Sale Items

Items purchased during sales or promotions are subject to the same return policy as regular-priced items, unless otherwise specified at the time of purchase.

8. Gift Returns

8.1 Gift Return Process

If you received an item as a gift and wish to return it, please contact our customer service team with:

  • The order number (if available)
  • The name of the person who placed the order
  • Proof of receipt (gift receipt, if provided)

8.2 Gift Refunds

For gift returns, we will issue a store credit or gift card to the person returning the item, not to the original purchaser. The refund amount will be the purchase price paid for the item.

9. International Returns

For international orders, the same return policy applies, but please note:

  • Return shipping costs may be higher
  • You are responsible for any customs fees, import taxes, or duties incurred during the return shipping process
  • The return process may take longer due to international shipping and customs clearance

10. Exceptions and Special Circumstances

We understand that special circumstances may arise. If you have a situation that isn't covered by this policy, please contact our customer service team, and we'll do our best to assist you.

11. Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer. If you are based in the European Union or the United Kingdom, you have the right to cancel your order within 14 days of receiving the goods without giving a reason, as per the Consumer Contracts Regulations.

12. Contact Us

If you have any questions about our Refund Policy, please contact us:

Little Pepe Pig
Studio 19c Marshall Junction
East Ross, CH1 4EZ
United Kingdom
Email: [email protected]
Phone: +44 6128 210888

Our customer service team is available Monday to Friday, 9:00 AM - 5:00 PM (GMT).