Please POST your return to the following warehouse address. For health and safety reasons; please DO NOT return products by hand back to the warehouse, it is for courier use only. If you are returning an item in person, please bring it into store where one of our staff will be more than happy to help you.
Philip Morris & Son Warehouse
34 Coningsby Street
We've made the returns process simple and extended the returns service to 90 days. You don't need to contact us before returning, just send it back to the above address with a note stating if you would like an exchange or refund and we will do the rest. If we need more details we will ask, if not we endeavour to process your return as quickly as possible for you.
1. Returns Policy
We accept returns, and will exchange or refund products within 90 days of the delivery date. We offer no quibble refunds providing our terms and conditions are met and we can resell the item. 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 address at the top of this page.
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 email us immediately or ring us on 01432 377089. We endeavour to provide a hassle free process for every customer and can offer guidance 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 90 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. Alternatively if you need the item quicker, you're welcome to reorder and return the faulty or damaged item for a refund.
2.2 Refunds & Exchanges
Philip Morris & Son will refund or exchange an unsoiled resalable item (with tickets and packaging intact). Please do not damage, stick any labels on or write on product packaging as this can make an item unsalable. If we have to replace any packaging then a 10% restocking fee will be applied before refunds and exchanges take place.
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 product refund minus postage, or exchange any item, again minus postage. All exchanges are sent with free postage, so if you need an alternative size we will not ask for any extra to cover the cost of shipping the exchange item to you, no matter what the value of the order is.
The Post Office is used most often although there are many different courier companies online providing postage services at competitive rates so feel free to use the cheapest. Where possible you should use a tracked service and retain a proof of postage receipt as you will then be protected by the couriers insurance. 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 are no longer charged for redelivery, even if the order is of low value. We understand you're making a sacrifice when paying to return an item so we cover the replacement postage cost.
Some couriers will pick parcels up from you and save you a trip to the post office. *DHL and Parcel2Go can provide a price comparison for the services available and can also offer additional insurance and proof of posting the same as *Royal Mail. Always obtain proof of postage and ensure the parcel has the necessary insurance to cover the value should it get damaged or lost. *Philip Morris & Son is not affiliated with any courier companies. *Ad links to courier services are simply suggestions and are here to help you find the best delivery options available. Parcels are still the responsibility of the sender and we are not recommending any specific courier or service, this is your choice.
2.3 Postage on Returns
Please be aware that when returning goods to us, for whatever reason, it is at your own cost. 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. PayPal return shipping is no longer available and PayPal has discontinued this service now.
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.