Refund policy

Return and Refund Policy

Last updated: 9 June 2025

Thank you for choosing The Patch Collection. We are committed to providing high quality products and a transparent, fair customer experience. This policy outlines our procedures for returns, refunds, delivery issues, and cancellations.

1. Returns

1.1 Eligibility

We accept returns within 30 days of the purchase date.

To be eligible for a return:

Items must be unused and unopened
Items must be in their original condition and original packaging

For hygiene and safety reasons, opened or used patches cannot be returned unless faulty.

Missing or non-receipt claims must be reported within 7 days of the Royal Mail delivery confirmation date.

1.2 Return Process

To request a return:

Contact our customer support team at info@thepatchcollection.com, explaining the reason for return.
If approved, you will be issued a Return Merchandise Authorisation number.
Securely package the item and include the RMA number and a copy of your order confirmation.
Send the item to the return address provided by our support team.

Returns sent without authorisation may not be accepted.

1.3 Return Shipping

Customers are responsible for return shipping costs unless the return is due to a faulty product or an error on our part.

We strongly recommend using a tracked return service. We cannot be held responsible for returns lost in transit.

2. Delivery, Non-Receipt and Shipping Responsibility

2.1 Delivery Services

Orders are shipped using Royal Mail services selected by the customer at checkout. Standard Royal Mail services do not include photo or signature confirmation.

Tracked or signed services provide enhanced delivery confirmation and should be selected at checkout if additional delivery assurance is required.

2.2 Delivery Confirmation

Where Royal Mail confirm delivery to the address provided at checkout, the order is considered delivered in accordance with the shipping service selected.

If a parcel is marked as delivered but cannot be located, the customer is required to:

Check with neighbours or building management
Check any designated safe places
Contact Royal Mail directly to raise a delivery enquiry

The Patch Collection is unable to provide photo or signature evidence where this was not included in the selected delivery service.

2.3 Non-Receipt Claims

All non-receipt claims must be reported within 7 days of Royal Mail’s delivery confirmation.

If Royal Mail subsequently confirm a delivery error or misdelivery, we will resolve the matter promptly in line with their findings.

Claims reported outside this timeframe may not be eligible for investigation.

3. Refunds

3.1 Refund Processing

Once a returned item is received and inspected, approved refunds will be processed within 3 to 5 business days to the original payment method.

Original shipping charges are non-refundable unless the return is due to our error or a confirmed delivery issue.

3.2 Partial Refunds

Partial refunds may be issued where items:

Are returned in non-original condition
Are damaged due to customer handling
Are missing original packaging or components

Partial refunds are assessed on a case by case basis.

4. Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us immediately at info@thepatchcollection.com with clear photos and a description of the issue.

We will arrange a replacement or full refund, including return shipping where applicable.

5. Cancellations

Orders may be cancelled only if they have not yet been dispatched.

If an order has already shipped, it must be handled through the return process once delivered.

6. Contact Information

For all return, refund, or delivery enquiries, please contact:

Email: info@thepatchcollection.com

7. Policy Updates

We reserve the right to update or amend this policy at any time. The version published on our website at the time of purchase will apply.