Refund policy
Refund & Returns Policy
Returns We accept return requests within 30 days of delivery. To be eligible, items must be unused, in their original condition, and in original packaging.
As we work with multiple suppliers, please contact us before sending any item back, as return addresses may vary by product.
Non-Returnable Items The following items cannot be returned:
- Personalised or custom-made items
- Items marked as final sale
Damaged or Incorrect Items If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at info@promenad.co.uk with photos of the item and packaging. We will arrange a replacement or full refund — you will not need to return the item in these cases.
Refunds Once your return is received and inspected, we will notify you of the outcome. Approved refunds will be processed to your original payment method within 5–10 business days.
Cancellations Orders can be cancelled within 24 hours of purchase. After this window, your order may already be in processing with our suppliers and cannot be cancelled.
Your Legal Rights Nothing in this policy affects your statutory rights under UK consumer law.