Refund Policy

Returns & Refunds Policy

We hope that you will be pleased with your purchase. Should you need to return anything to us for refund or replacement, we will replace or refund in these circumstances:

1. You must contact us first before returning any item that we have supplied. We will not refund your postage costs if you return anything without having asked us first.

You can contact us for this purpose by emailing info@pilgrimhomes.org.uk or by calling 0300 303 1400 between 9am and 5pm, Monday to Friday.

2.Item incorrectly supplied by us. If we have sent you the wrong item, you must tell us about this within 7 days of receiving the item, when we will gladly replace it with the correct item. We may or may not ask you to return the incorrect item, so do not return it unless we ask you to. If we ask you to return the incorrect item, we will refund reasonable postage costs.

3. Item damaged in transit. If you discover that an item is damaged in the post, you must tell us about this within 7 days of receiving the item, when we will gladly replace it. We may or may not ask you to return the damaged item, so do not return it unless we ask you to. If we ask you to return the damaged item, we will refund reasonable postage costs.

4. Item faulty. If an item we have supplied is faulty, we will gladly replace it. We will not normally ask you to return the faulty item but, if we do, we will refund reasonable postage costs for the return.

5. Item incorrectly ordered by you. If you wish to return an item that you have incorrectly ordered, we will happily refund or exchange the item, subject to the following conditions:

a. You must contact us first to request a refund or exchange, and this must be within 28 days of the original transaction;

b. The item must be returned to us, at your own expense, and be received in a fully resaleable condition. We reserve the right not to refund or exchange if the product arrives damaged;

c. We will refund the cost of the item, subject to deduction of an administrative charge of 5% of the originally-charged value of the item;

d. We will not refund the cost of the original postage charge, unless it was part of an all-in “postage paid” price at the time of purchase;

e. We will not refund your postage costs for returning the item;

f. Refunds can only be made to the original card of purchase. If, for some reason, this is not possible, we may agree to credit an alternative card at our discretion.

We may not be able to replace or refund an item if these conditions are not met by you.

Note that there is a separate refund policy for conference and event bookings.

None of the above conditions affect your statutory rights as a consumer when goods are faulty or not as described. They also do not affect your statutory rights of cancellation under the Consumer Protection (Distance Selling) Regulations, or any other regulations that may be applicable at the time of purchase.