Voluntary Change-of-Mind Returns
For an unused stock item bought from Papillon, you may request a voluntary change-of-mind return by contacting us within 14 calendar days after delivery or collection. The item must be unused and in its original condition, with its packaging, supplied certificates and accessories, and proof of purchase.
Custom-made, engraved or altered items are excluded from this voluntary programme because they are prepared to an individual specification. This exclusion does not remove a statutory claim where an item is defective, unsafe, incorrect, misdescribed or otherwise protected by law. Sale or pre-owned status alone does not automatically exclude all rights.
How to Request a Return
- Contact us with the invoice or item reference and explain the reason for the request.
- Photographs may help us understand the issue, but they are not an absolute condition for raising a claim.
- Agree secure return or in-person assessment arrangements with our team before sending the item.
- We will inspect the item and provide the outcome in writing.
For an accepted voluntary return, the customer pays the agreed return costs. Costs for a statutory return are handled according to the applicable law and are not subject to an automatic deduction. Where a refund is due, it will be made to the original payment method where reasonably possible.
The expected refund timing will be communicated when we acknowledge the request. Any mandatory statutory deadline still applies; we do not replace it with a longer internal timeframe.
Defective, Unsafe, Incorrect or Misdescribed Goods
Sections 55 and 56 of the Consumer Protection Act provide an implied warranty of quality. In general, if goods fail to meet the applicable quality standards within six months after delivery, the consumer may return them to the supplier without penalty and at the supplier's risk and expense, and may choose a repair, replacement or refund, subject to the Act and the facts of the claim.
If a repair performed under that statutory remedy does not correct the failure, or a further failure occurs within three months after that repair, the Act provides for replacement or refund. Original packaging is not a bar to a statutory claim about defective goods. These rights are legal remedies, not a discretionary Papillon warranty.
A condition or defect specifically disclosed before sale and expressly accepted by the consumer is assessed in light of that disclosure and the Act. This does not create a blanket exclusion for pre-owned or sale items, or for a different defect that was not disclosed and accepted.
Cooling-Off for Qualifying Electronic Transactions
For a qualifying electronic transaction, section 44 of the Electronic Communications and Transactions Act allows a consumer to cancel certain goods transactions without reason or penalty within seven days after receiving the goods. The consumer may be responsible only for the direct cost of returning the goods, and the supplier must refund payment within 30 days after cancellation, as the Act requires.
Section 42 contains exceptions, including certain goods made to the consumer's specifications or clearly personalised. Whether the cooling-off right or an exception applies depends on the transaction and the law. An enquiry-led sales process does not by itself remove rights that apply to an electronic transaction.
Other Rights
Other cooling-off, cancellation or remedy rights may apply depending on how and where the agreement was concluded. Nothing in this policy limits a non-excludable right. Please contact us promptly so we can record the issue and explain the next step.