Política de reembolso
This Return and Refund Policy applies to purchases made through irispetal.shop, operated as Iris Petal. We want every customer to shop with confidence and understand clearly how returns, refunds, exchanges, cancellations, and damaged or incorrect items are handled.
Our website is irispetal.shop. Our customer service email address is info@irispetal.shop. Our business address is 2 Mount Braddon Mews, Braddons Hill Road East, Torquay, TQ1 1HE, United Kingdom.
By placing an order on irispetal.shop, you agree to the terms of this Return and Refund Policy.
- Return Eligibility
We accept returns for eligible women’s fashion clothing and apparel items in accordance with this policy.
To be eligible for a return, the item must meet all of the following conditions:
The item must be returned within the applicable return period;
The item must be unused, unworn, unwashed, and undamaged;
The item must be in its original condition;
The item must include all original tags, labels, packaging, accessories, and protective materials where applicable;
The item must not show signs of perfume, deodorant, makeup, stains, pet hair, odours, smoke, washing, alteration, or wear;
The item must be accompanied by proof of purchase, such as an order confirmation email, order number, or receipt.
Items that do not meet these conditions may be rejected, returned to the customer, or refunded only partially where permitted by law.
- 14-Day Right to Cancel
If you are a consumer purchasing from the United Kingdom or another location where statutory cancellation rights apply, you may have the right to cancel your order within 14 days after the day you receive your goods, without giving any reason.
If your order contains multiple items delivered separately, the 14-day cancellation period begins from the day you receive the final item in that order.
To exercise your right to cancel, you must contact us clearly at info@irispetal.shop and provide your order number, full name, email address used for the order, and a clear statement that you wish to cancel your purchase.
After notifying us of your cancellation, you must send the goods back to us without undue delay and no later than 14 days after the day you informed us of your cancellation.
- Standard Return Period
In addition to any statutory cancellation rights, Iris Petal accepts eligible return requests within 14 days after delivery.
Return requests submitted after 14 days from delivery may not be accepted unless required by applicable law or approved by us in writing.
- How to Request a Return
To request a return, please contact us before sending any item back.
Email: info@irispetal.shop
Please include the following information in your return request:
Your order number;
Your full name;
The email address used to place the order;
The item or items you wish to return;
The reason for the return;
Clear photos if the item is damaged, defective, incorrect, or not as described.
Once we receive your return request, we will review it and provide return instructions if the item is eligible. Please do not send items back without contacting us first. Items returned without authorisation may be delayed, rejected, or returned to the sender.
- Return Address
Approved returns should be sent to:
Iris Petal
2 Mount Braddon Mews
Braddons Hill Road East
Torquay
TQ1 1HE
United Kingdom
Customers are responsible for ensuring that returned items are properly packaged and shipped to the correct return address.
- Return Shipping Costs
Unless the item is defective, damaged, incorrect, or not as described, customers are responsible for the cost of return shipping.
Original shipping fees, if any, are non-refundable except where required by law or where the return is due to our error.
If you are exercising a statutory cancellation right, we will refund the standard delivery cost where required by applicable law. If you selected a more expensive delivery option instead of standard delivery, only the standard delivery amount may be refunded.
We recommend using a tracked shipping service when returning items. Iris Petal is not responsible for returned items that are lost, delayed, damaged, or misdelivered during return transit.
- Non-Returnable Items
For hygiene, safety, and product integrity reasons, the following items cannot be returned unless they are faulty, damaged, incorrect, or not as described:
Items that have been worn, washed, altered, damaged, or used;
Items with removed tags, labels, hygiene seals, or protective packaging;
Underwear, bodysuits, swimwear, lingerie, hosiery, and similar intimate items where hygiene protection has been removed or the item has been tried on in a way that makes resale unsuitable;
Cosmetics, beauty accessories, or personal care items if offered and opened;
Gift cards, store credit, or promotional vouchers;
Final sale items clearly marked as non-returnable at the time of purchase;
Customised, personalised, or made-to-order items;
Items returned outside the permitted return period;
Items returned without proof of purchase.
This does not affect your statutory rights where an item is faulty, damaged, incorrect, or not as described.
- Condition of Returned Items
Returned items must be received in a clean, resaleable condition unless the return is due to a fault, damage, or our error.
We reserve the right to refuse a return or reduce the refund amount if an item has been handled beyond what is necessary to inspect it, or if the item is returned in a condition that reduces its value.
Examples of unacceptable return conditions include:
Makeup marks;
Perfume or body odour;
Deodorant stains;
Pet hair;
Smoke smell;
Washed fabric;
Damaged seams;
Missing tags;
Missing packaging;
Altered or repaired garments;
Signs of wear.
- Damaged, Defective, or Incorrect Items
Please inspect your order carefully when it arrives.
If you receive an item that is damaged, defective, incorrect, or not as described, please contact us at info@irispetal.shop as soon as possible and preferably within 48 hours of delivery.
Please provide:
Your order number;
A description of the issue;
Clear photos of the item;
Clear photos of the packaging if the parcel was damaged during delivery;
Any relevant labels or shipping information.
If we confirm that the item is defective, damaged, incorrect, or not as described, we will offer an appropriate solution, which may include a replacement, exchange, refund, or return shipping support, depending on the situation and applicable law.
- Size and Fit Issues
We provide product descriptions and size information to help customers choose suitable items. However, sizing may vary slightly depending on design, fabric, cut, and measurement method.
If an item does not fit, you may request a return or exchange within the return period, provided the item is unused, unworn, unwashed, undamaged, and returned with all original tags and packaging.
Return shipping costs for size or fit-related returns are the customer’s responsibility unless the item was incorrectly described or sent in the wrong size due to our error.
- Exchanges
We may offer exchanges for eligible items depending on product availability.
If you would like to exchange an item for a different size, colour, or style, please contact us at info@irispetal.shop.
Exchanges are subject to stock availability. If the requested replacement item is unavailable, we may offer a refund, store credit, or another suitable solution.
Customers are responsible for return shipping costs for exchanges unless the exchange is required because we sent the wrong item or the item is defective.
- Refund Process
Once we receive your returned item, we will inspect it to confirm whether it meets the return requirements.
If your return is approved, your refund will be processed to the original payment method used for the order, unless otherwise agreed or required.
Refunds are usually processed within 14 days after we receive the returned item or after you provide evidence that the item has been sent back, where applicable. The time it takes for the refund to appear in your account may vary depending on your bank, card issuer, payment provider, or payment method.
We are not responsible for delays caused by banks, payment processors, card networks, or other financial institutions.
- Partial Refunds
A partial refund may be issued in certain situations, including but not limited to:
Items returned with signs of use, wear, washing, damage, stains, odours, or missing packaging;
Items returned with missing tags, labels, accessories, or components;
Items returned after the permitted return period with our written approval;
Orders where only part of the order is returned;
Returns where deductions are permitted by applicable law.
- Refunds for Shipping Fees
Where applicable, we will refund standard delivery charges in accordance with applicable consumer law.
If you selected an upgraded, express, priority, or premium shipping option, we will not refund the extra cost above the standard delivery amount unless required by law or unless the return is due to our error.
Return shipping fees are not refundable unless the item is defective, damaged, incorrect, or not as described.
- Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us immediately at info@irispetal.shop.
We will do our best to help, but cancellation is not guaranteed once order processing has started. If the order has already been dispatched, you may need to follow the return process after receiving the item.
- Address Errors and Failed Delivery
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If an order is delayed, returned, lost, or delivered incorrectly due to an incorrect or incomplete address provided by the customer, Iris Petal is not responsible for additional costs, replacement shipping fees, or losses caused by the incorrect address.
If a parcel is returned to us due to an incorrect address, failed delivery attempt, refusal of delivery, or failure to collect, we may offer reshipment after the customer pays any applicable reshipping fees, or we may issue a refund after deducting shipping costs and any applicable handling costs, where permitted by law.
- Refused Deliveries
If you refuse delivery of an order without our prior approval, the parcel may be returned to us by the carrier.
Refunds for refused deliveries will only be processed after the parcel is received back and inspected. Any original shipping costs, return shipping fees, carrier charges, customs fees, handling fees, or other costs caused by the refusal may be deducted from the refund where permitted by law.
- Lost or Delayed Returns
Customers are responsible for return parcels until they are received by us.
We strongly recommend using a tracked and insured return shipping method. If a returned parcel is lost, delayed, or damaged in transit, you may need to contact the shipping carrier directly to make a claim.
We cannot process a refund for a return that we do not receive unless you provide valid evidence of return shipment and applicable law requires otherwise.
- Sale Items and Promotional Orders
Sale items may be returned if they meet the return eligibility requirements, unless they were clearly marked as final sale or non-returnable at the time of purchase.
Discount codes, promotional offers, bundle offers, free gifts, and limited-time offers may affect refund calculations.
If a returned item causes an order to no longer qualify for a promotion, discount, bundle price, or free gift, we may adjust the refund amount accordingly where permitted by law.
- Free Gifts
If your order included a free gift, promotional item, or bonus product, the free item must also be returned if you return the qualifying product or if the order no longer meets the promotional requirements.
If the free gift is not returned, we may deduct the value of the free gift from your refund where permitted by law.
- Chargebacks and Payment Disputes
If you have an issue with your order, we encourage you to contact us first at info@irispetal.shop so we can try to resolve the matter.
If a payment dispute or chargeback is opened with your bank or payment provider, the refund process may be delayed while the dispute is reviewed. We may provide order records, delivery information, customer communications, and policy details to the payment provider as part of the dispute process.
- International Returns
If you are returning an item from outside the United Kingdom, you are responsible for return shipping costs, customs declarations, duties, taxes, and any carrier fees unless the return is due to our error or required by applicable law.
Returned parcels must be clearly marked as returned goods where appropriate. Iris Petal is not responsible for customs delays, unpaid duties, import charges, or parcels rejected due to incorrect customs documentation.
- Items Sent Back by Mistake
Please make sure you only return items purchased from irispetal.shop.
If you accidentally send us an item that was not purchased from our store, we are not responsible for storing, returning, replacing, or compensating that item. If we are able to locate the item and you request it back, you may be required to pay return shipping costs.
- Abuse of Return Policy
We reserve the right to refuse service, reject returns, limit refunds, or close customer accounts where we reasonably believe there has been abuse of our return policy, including repeated excessive returns, fraudulent claims, altered items, false damage reports, or misuse of promotions.
This does not affect your statutory rights.
- Your Statutory Rights
Nothing in this Return and Refund Policy limits or excludes your statutory rights under applicable consumer protection laws.
If an item is faulty, damaged, incorrect, not as described, or otherwise does not meet legal requirements, you may have rights to a repair, replacement, refund, or other remedy under applicable law.
- Contact Us
If you have any questions about returns, refunds, exchanges, cancellations, or damaged items, please contact us:
Iris Petal
Website: irispetal.shop
Email: info@irispetal.shop
Address: 2 Mount Braddon Mews, Braddons Hill Road East, Torquay, TQ1 1HE, United Kingdom
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