Philip Morris Direct

Returns policy

1. Returns policy

We accept returns, and will exchange or refund products. We aim to make the whole process easy to use and understand. Different rules apply on some products, for more details please read on......

We hope that you will be happy with your purchase, however we understand there are times when you may need to return something to us. If you wish to return an item for any reason please pack the item(s) securely and send the parcel to the following address:


Philip Morris & Son Warehouse

Returns Department

34 Coningsby Street



United Kingdom


Please include a note in with your return explaining the problem, your order number, whether you require an exchange or refund and your contact details. Adding this information will help staff to process your return quicker. Alternatively please ring us on 01432 377089 where a member of staff will answer any questions you may have and advise you how to proceed.

2.1 Damaged, Wrong or Faulty goods

In the unfortunate chance an item is damaged or faulty, and you believe it's due to a manufacturing error, please contact us immediately on 01432 377089. We always try to help and create a hassle free process for every customer and can offer guidance over the telephone if needed. Manufacturers have specific procedures and most require goods to be returned to them for inspection. Items deemed to have a manufacturing fault will be replaced, refunded or exchanged free of charge within 30 days after delivery of your purchase. After 30 days, the manufacturers retain the right to repair an item if they can do so. If no fault can be found with the goods then we will endeavour to contact you as soon as possible for more information. If we have to return a fault free item to a customer then a re-delivery fee may be required to cover additional costs. Should you receive the wrong goods for some reason, please contact us immediately so that we can arrange to get them back and replace them. Should you receive a damaged, wrong or faulty item, we require goods are returned before dispatching replacements.

2.2.0 Easy Exchange Service

Save the fuss and expense involved when returning or exchanging any items by adding our Easy Exchange Service. Formally called the Returns and Exchange Service, this addition to your order will ensure that if a refund or exchange is required that our customer service team will arrange the return of your item at no extra cost. Please be aware that any unwanted items must be returned unused, in a saleable condition, and with all tickets and packaging still intact. Unfortunately this service is available to UK mainland customers only, and is limited to a maximum of two return exchanges per purchase. Additionally, proof of postage is required for all returns and exchanges, and the order remains the sender’s responsibility until the parcel arrives back at our Returns Centre. For more information please view our YouTube video below (this will open up in a new window).

Easy Returns Service YouTube Information Video

To benefit from this service, simply add it to your basket before proceeding to the checkout. Alternatively, you can call our customer service team on 01432 377089 to add the service to your order, but this option is only possible prior to the dispatch of your item. An alternative After Sale Easy Exchange Service is available for those who do not purchase our Easy Exchange Service before their item is shipped. The first pre-paid after sale option covers the return of standard sized items, whereas the second option covers larger, bulkier items that require a freight service. These options are all available via a phone call to our customer service team.

Both services fully cover all additional shipping costs for up to two exchanges per purchase. Regrettably, refunds for these Services will only occur if your item has been cancelled due to a fault of Philip Morris & Son, and the Easy Exchange Service has not been used. We are unable to offer refunds in all other situations. If neither service is purchased, then the standard returns policy rules remain in place.


2.2 Refunds & Exchanges

Philip Morris & Son will refund or exchange an unsoiled resalable item (with tickets and packaging intact) which is returned within 30 days of the original delivery date. Hygiene sensitive products, special order and personalised items cannot be refunded or exchanged once manufacture has commenced. For example: boot sizes that are currently not listed on the website are classed as special order and therefore cannot be returned. Bulk purchase orders are subject to a 10% restocking fee on returned or cancelled orders to reimburse us of any additional costs incurred. If in doubt please ask before ordering. Please include with the returned goods a reason for return and if you would like a refund or replacement; this will expedite the process. You can claim a full refund, minus postage, or exchange any item, again minus postage.

2.2.1 Postage

We suggest you use the Post Office as it is the cheapest option and retain a proof of postage certificate. Please be aware that the item is posted at your own risk, and only once we have received the item(s) back in its original condition are we able to process a refund. Goods returned for an exchange will be charged for redelivery, even when the original delivery charge was £0.00 (GBP). A re-stocking charge may apply where goods were sent to you free of charge. No re-stocking fee or re-delivery postage is charged when the Easy Exchange Service has been purchased at the time of ordering.

2.3 Postage on Returns

Please be aware that when returning goods to us, for whatever reason, it is at your own cost unless you have purchased the Easy Exchange Service at the time of ordering. We strongly advise you to follow the guidelines in 2.2.1 Refunds and Exchanges regarding postage. We will only refund the postage charges on items if we agree with you that the fault is on our behalf. If we agree to refund your postage as a result of an error on our part, we will refund a maximum of £10.00 for postage. For larger or heavier items, where returning the goods will cost over £10.00 we advise you to contact us and we will make alternative arrangements. When returning items valued up to £40 a signature is not required however Recorded Delivery is accepted. For parcels valued over £40 we advise you to send insured for the value of the item but if we have agreed to refund postage this is strictly limited to a maximum of £10.00 (GBP).

Philip Morris & Son is not liable for returned parcels in transit, in the event of any claim it is the sender who is responsible for processing the claim. Royal Mail will compensate loss only if you have obtained a proof of postage certificate on a traceable service from the post office. See Royal Mail for their own Terms and Conditions.

2.4 Returning Promotional Items

In cases where an item is being returned for a refund and a promotional item was included with the order, the promotional item must also be returned to qualify for a full refund. If you wish to keep this item then we will refund minus the full cost of the promotional item if you were to buy it separately.

2.5 Returning Footwear

Due to government and EEC regulations Philip Morris & Son will refuse to accept any footwear that has been contaminated with soil or any other material. Philip Morris & Son politely request that all footwear being returned is thoroughly and methodically cleaned to aid a satisfactory conclusion to the return.

2.6 Returning Hygiene Sensitive Products

We are unable to accept returns on used hygiene sensitive products such as toilet seats or toilet brushes. Please contact us to supply suitable fault evidence should a used hygiene sensitive item become faulty. If no evidence of the fault can be given without returning it then under the Health and Safety at Work Act we will be unable to exchange or refund the product. We do want to help so please don't hesitate to contact us with any concerns. A member of staff will be happy to answer your questions and offer any advice that you may need. This part of the returns policy is in place to protect staff and help customers with hygiene sensitive procedures for faulty products.

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