Returns

We are always sorry to hear that you want to return your product(s).

We only accept returns of goods that are in brand new condition, with any product tags or labelling attached, and the original packaging. Unfortunately, we are unable to offer exchanges unless your product(s) are found to be faulty.

You can exercise your right to cancel your order by notifying us by e-mail to basecamp@pannier.cc (or by post to the returns address below) and requesting a Returns Number. You must cancel within 14 days from the day on which you acquire physical possession of the product(s) or, in the case of an order for multiple products, the last product delivered.

Please include the original packing slip, with the Returns Number you receive from our team on it, and send your returns to:

Pannier (Returns)
Unit 4 Securiparc
Wimsey Way
Alfreton
Derbyshire
DE55 4HG

Please note that you are responsible for return shipping costs, unless your product(s) do not meet the description(s) given or are found to be faulty (see Faulty Products). When returning goods please make sure you use a carrier that offers tracking and insurance as we cannot be held responsible for any returned packages lost in transit.

Once we receive your return, and providing the product(s) are in order, we will issue a refund for the product value including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us) to your original form of payment. Please note that it may take a couple of business days for this refund to appear on your account statement.


Faulty Products

If you are wishing to return a faulty product (warranty issue) please follow the standard returns procedure above, obtaining an RN. Please use your most economic postal service and we will reimburse your reasonable postage costs unless the fault is found to be due to accident, neglect or misuse.

Please note that we will return faulty goods to our suppliers and therefore any refunds or replacements may take up to 10 working days to process.


International Returns

Our standard Returns procedure applies but to help us deal with your return to us quickly and efficiently you must mark all packages as “RETURNED GOODS – FAILED SALE”. This must be clearly marked on the customs information document on the outside of the packaging. Failure to do so may result in the goods being refused at customs in the UK and so being returned to the sender.