Returns & Refunds Policy | P-Eleven

We want you to be completely satisfied with every purchase from P-Eleven™. If for any reason you're not happy, we've made our returns process as straightforward as possible.

30-Day Returns Policy — you have 30 days from the date of delivery to return an item to us for a refund or exchange.

Returns Eligibility

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

  • Returned within 30 days of the delivery date
  • In original, unused condition — not opened, worn, sprayed, or tampered with
  • In the original packaging, with all seals, shrink-wrap, and accessories intact
  • Accompanied by proof of purchase (order number or order confirmation email)
Please note: For hygiene reasons, opened or used fragrances cannot be returned unless the item is faulty or you received an incorrect product. Please inspect your order carefully before opening.

How to Initiate a Return

Getting a return started is simple — just follow these steps:

1 Contact us by email at sales@p-eleven.com with the subject line "Return Request – [Your Order Number]".
2 Include in your email: your full name, order number, the item(s) you wish to return, and the reason for the return.
3 We'll respond within 24 hours (on working days) with confirmation and return instructions including our return address.
4 Package your item securely and send it back using a tracked postage service. Keep your proof of postage.
5 We'll process your refund within 5–7 working days of receiving the returned item.

Refunds

Once we receive and inspect your return, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–7 working days. Please allow additional time for your bank or card provider to process the credit.

Refunds cover the cost of the returned item(s). Original delivery charges are non-refundable unless the return is due to our error (faulty or incorrect item).

Return Postage

Standard Returns

For change-of-mind returns, the cost of return postage is covered by the customer. We recommend using a tracked service and retaining your proof of postage, as we cannot be responsible for parcels lost in transit.

Faulty or Incorrect Items

If your item arrives damaged, faulty, or if we sent you the wrong product, we sincerely apologise. In these cases:

  • P-Eleven™ will cover the full cost of return postage — we'll provide a prepaid label or reimburse your postage cost.
  • We will offer either a full refund or a free replacement — whichever you prefer.
  • Please contact us within 48 hours of receiving the item and include photos of the fault or incorrect item.

Exchanges

Want a different fragrance or size? We're happy to help with an exchange. The process is the same as a standard return — simply let us know in your return request email that you'd like an exchange, and specify the item you'd like instead. Subject to availability, we'll dispatch your replacement as soon as we receive your return.

Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation. You are always entitled to a repair, replacement, or refund for goods that are faulty, not as described, or not fit for purpose. For full details of your rights, visit gov.uk.

Contact Us

If you have any questions about your return, our team is ready to help:

We aim to respond to all enquiries within 24 hours on working days (Monday–Friday).