Refund policy
Returns & Refunds
We want you to enjoy your Pollards order. If something isn’t right, please email hello@pollards.com or call 0114 261 7517, and we’ll help.
Changed your mind?
We offer 30 days from delivery to request a change-of-mind return of eligible products.
For online purchases, your statutory cancellation period normally lasts 14 days from the day after delivery. You then have another 14 days to send the goods back after telling us you wish to cancel.
Our additional goodwill offer extends the time to request a return to 30 days. Returns requested after the statutory cancellation period must be unused and in their original packaging, with any seals intact. Please send them back within 14 days of your request.
You are responsible for change-of-mind return postage. If we arrange a return label, we’ll confirm its cost before you agree to use it.
Please pack returns securely and retain proof of postage.
Coffee, tea and personalised products
We cannot accept change-of-mind returns of sealed coffee or tea once the health or hygiene seal has been broken, where the product is unsuitable for return for those reasons.
Genuinely bespoke or personalised products may also be excluded from change-of-mind returns. We will explain any applicable exclusion before you order.
These exceptions do not affect your rights if goods are faulty, damaged, incorrectly supplied or not as described.
Something wrong with your order?
Please contact us as soon as possible with your order number and a description of the problem. Photos can help us understand what has happened.
We will arrange the appropriate remedy under your consumer rights and cover reasonable return costs where goods are faulty or incorrectly supplied. Please contact us before paying for return postage so we can help arrange it.
You do not need to retain the original packaging to exercise your statutory rights.
Refunds
Refunds are made to your original payment method.
For statutory cancellation returns, we will refund you within 14 days of receiving the goods back or receiving evidence that you have sent them, whichever is earlier.
When you cancel your whole order within the statutory cancellation period, we also refund the standard outward delivery charge. Any extra paid for an upgraded delivery service is not refundable.
For returns under our additional goodwill offer, we refund the returned products within 14 days of receiving them. Original delivery charges are not refundable under that additional offer.
Sale items retain the same statutory rights as full-price items.
Nothing in this policy limits your statutory consumer rights.
Returns address
Pollards Wholesale Ltd
Units A, B & C, Tinsley Industrial Estate
Shepcote Lane
Sheffield
S9 1DR
Model Cancellation Form
You may copy this form into an email or print and post it. Using the form is optional; a clear statement that you wish to cancel is sufficient.
Complete and send this form only if you wish to cancel your contract.
To:
Pollards Wholesale Ltd
Units A, B & C, Tinsley Industrial Estate
Shepcote Lane
Sheffield
S9 1DR
Email: hello@pollards.com
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*) / for the supply of the following service (*):
__________________________________________________
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Ordered on (*) / received on (*):
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Name of consumer(s):
__________________________________________________
Address of consumer(s):
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__________________________________________________
__________________________________________________
Signature of consumer(s) — only if this form is sent on paper:
__________________________________________________
Date:
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(*) Delete as appropriate.