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Refund Policy

Effective date: 30 August 2026

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At PRY, we want you to be happy with your order.

 

This Refund Policy explains how returns, refunds, exchanges and faulty items are handled when you shop with us online.

 

This policy applies to purchases made directly through the PRY website.

 

In this policy, “PRY”, “we”, “us” and “our” means:

Legal business name: PAINERY® LIMITED

Trading name: PRY

Registered address: 124 CITY ROAD, LONDON, EC1V 2NX

Email: CONTACT@PRYOFFICIAL.COM​

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1. Change-of-Mind Returns

If you have changed your mind about an item, you may cancel your order and request a refund within 14 days of receiving your order.

 

To start a return, please email us at contact@pryofficial.com within this 14-day period.

 

Please include:

  • Your full name

  • Your order number

  • The item or items you wish to return

  • Reason why you wish to cancel or return your order

 

Once you have told us that you wish to cancel, you must return the item to us within 14 days.

 

2. Return Conditions

Returned items must be handled with reasonable care and returned in a condition suitable for resale.

 

To be eligible for a full refund, items should be:

 

  • Unworn, unused and unwashed

  • Free from marks, stains, odours, pet hair, damage or signs of wear

  • Returned with original tags and labels still attached, where applicable

  • Returned with any original packaging, dust bags, garment bags or accessories supplied

 

You may inspect and try on an item as you would in a shop. However, we may make a deduction from your refund if an item has been worn, washed, damaged, altered or handled beyond what is reasonably necessary to inspect it.

 

Please do not remove tags, wear items outside, wash items or apply fragrance, deodorant, aftershave, makeup or any product that may affect the condition of a garment if you may wish to return it.

 

3. Items That Cannot Be Returned for Change of Mind

The following items may not be eligible for return unless they are faulty, damaged or not as described:

 

  • Personalised, bespoke or made-to-order items

  • Sealed goods that are unsuitable for return for hygiene reasons once unsealed

  • Underwear or other hygiene-sensitive products where the hygiene seal, packaging or protective strip has been removed

  • Gift cards

  • Items that have been worn, washed, altered, damaged or otherwise used beyond reasonable inspection

 

Any exclusions will be clearly stated on the relevant product page where applicable.

 

4. Return Costs

Unless your item is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning it to us.

 

We recommend using a tracked and insured delivery service and retaining your proof of postage.

 

PRY cannot accept responsibility for items that are lost or damaged while being returned to us.

 

Do not send an item back until you have received return instructions from us, unless we have clearly stated otherwise. Return instructions will include details of where to return your order to.

 

5. Refunds

Once we receive and inspect your return, we will confirm whether your refund has been approved.

 

Where a refund is due, it will be made to the original payment method used for the order.

 

For a valid cancellation, we will refund:

  • The price paid for the returned item or items; and

  • The cost of our standard outbound delivery service, where required by law.

 

If you selected a more expensive delivery option than our standard delivery service, we will refund only the cost of the standard delivery option.

 

We may wait to issue a refund until we have received the returned item or proof that it has been sent back, whichever happens first.

 

Please allow time for your bank, card provider or payment provider to process the refund once it has been issued.

 

6. Exchanges

We do not currently offer direct exchanges.

 

To exchange an item for a different size, colour or style, please return the original item for a refund in line with this policy and place a new order through the PRY website.

 

This helps us ensure that stock remains accurate and that the item you want is secured as quickly as possible.

 

7. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, incorrect or not as described, please contact us as soon as possible at contact@pryofficial.com.

 

Please include:

 

  • Your name and order number

  • A description of the issue

  • Clear photographs of the item, fault or damage

  • Photographs of the packaging where relevant

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Do not return a faulty, damaged or incorrect item before contacting us, unless we have asked you to do so.

 

Where an item is confirmed as faulty, damaged, incorrect or not as described, we will provide the appropriate remedy.

 

Depending on the circumstances, this may include a repair, replacement, partial refund or full refund.

 

Where we ask you to return a faulty, damaged or incorrect item, we will provide return instructions and, where appropriate, cover reasonable return postage costs.

 

8. Sale Items and Promotional Purchases

Items purchased during a sale, promotion or with a discount code may be returned in accordance with this Refund Policy unless the product page or promotion terms clearly state otherwise.

 

Your statutory rights are not affected by a sale, discount, promotion or use of a promotional code.

 

9. International Returns

PRY ships to the United Kingdom, selected European destinations and the United States.

 

For international change-of-mind returns, you are responsible for the cost of return postage, any customs paperwork and any taxes, duties or handling charges associated with returning the parcel to us.

 

Please clearly mark return parcels as Returned Goods where required by your courier or local customs process.

 

If a return incurs customs duties, import charges or fees because it has not been declared correctly, we may deduct those charges from any refund due.

 

10. Late or Non-Qualifying Returns

We may refuse a return or reduce the refund where:

 

  • The return request is made outside the applicable return period

  • The item is returned late without prior agreement

  • The item has been worn, washed, altered, damaged or used beyond reasonable inspection

  • Tags, labels, hygiene seals or included accessories have been removed or are missing where this affects resale value

  • The item is not returned to us and no proof of postage is provided

 

This does not affect your legal rights in relation to faulty, damaged, incorrect or misdescribed goods.

 

11. Your Legal Rights

Nothing in this Refund Policy affects your statutory rights.

 

Customers in the United Kingdom may have rights under consumer-protection law, including the right to cancel most online purchases within 14 days of delivery and rights where goods are faulty, not as described or not fit for purpose.

 

Customers outside the United Kingdom may also have mandatory consumer rights under the laws of their country of residence.

 

12. Contact Us

For help with a return, refund or faulty item, please contact:

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Painery Limited

124 City Road, London, EC1V 2NX

Email: contact@pryofficial.com

Telephone: 07401 687 820

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