Returns & Refund Policy

At PremPitch, we want our return and refund process to be clear and transparent. This policy explains when a pitcher or other item may be returned, what information we may need to review a return request, who is responsible for return shipping costs, and how refunds are processed.

Returns at a Glance

Return Window: 30 Days
Defective Products: Return requests accepted, subject to review
Non-Defective Products: Return requests accepted, subject to review
Direct Exchanges: Not accepted
Return Label Cost: Customer responsibility unless the item is wrong or arrived damaged due to our error
Restocking Fee: £0
Refund Processing Time: Up to 10 business days after approval and applicable return review

01. 30-Day Return Window

You may request a return within 30 days of receiving your order. Return requests made after the 30-day period may not be accepted.
To begin the return process, please contact us by email and provide your order details along with the reason for your return.

02. Defective or Damaged Products

If your pitcher arrives damaged or has a defect, please contact us as soon as possible after receiving your order.
When contacting us, you must provide clear photos showing the product and the reported issue. These photos help us review what happened and determine the appropriate next step.
If, after review, we confirm that the product arrived damaged or defective, we will provide further instructions regarding the return. Where the issue is confirmed to be our responsibility, we will cover the applicable return label cost.

03. Incorrect Item Received

If you receive an item that is different from the product you ordered, please contact us by email and provide clear photos of the item you received.
After reviewing the information and confirming that an incorrect item was sent, we will provide return instructions. In this situation, PremPitch will cover the applicable return label cost.

04. Non-Defective Returns

Returns may also be requested for non-defective products within the 30-day return window. These requests are subject to review.
To be eligible for a non-defective return, the item should be returned in an acceptable condition and should not be damaged, altered, or affected by use after delivery. We may inspect the returned product to determine its condition.
For non-defective returns, the customer is responsible for the cost of the return label and return shipping unless otherwise confirmed by us in writing.

05. Return Condition and Inspection

Every return request is reviewed individually. We may request photos or other reasonable information before authorising a return.
Once a returned item is received, we may inspect it to compare its condition with the issue reported to us. If an item was delivered correctly and in acceptable condition but is returned damaged, broken, altered, or otherwise affected after delivery, the return or refund request may not be approved.
This review process helps us distinguish between issues that existed when the item was delivered and damage or changes that occurred after delivery.

06. Proof Required for Reported Issues

If you are reporting that your pitcher arrived damaged, defective, or incorrect, please contact us by email with clear photographic proof of the item and the issue.
Please do not dispose of the item before contacting us and receiving instructions, as we may need to review the product and the reported issue before making a decision about the return or refund.

07. No Direct Exchanges

PremPitch does not offer direct product exchanges.
If you would like a different item, the available option may be to return the original item in accordance with this policy and place a separate order for another product, subject to the return being approved.

08. Return Shipping Responsibility

For approved non-defective returns, the customer is responsible for arranging and paying for the return shipping or return label.
However, if we confirm that the wrong item was sent or that the product arrived damaged or defective due to an issue for which PremPitch is responsible, PremPitch will cover the applicable return label cost.
Please wait for return instructions before sending an item back. Returns sent without prior approval or without following the provided instructions may not be processed correctly.

09. Restocking Fee

PremPitch does not charge a restocking fee for approved returns. The restocking cost is £0.
Please note that the absence of a restocking fee does not remove the customer's responsibility for return shipping costs when the return is for a non-defective product.

10. Refund Process

Once your return has been received and reviewed, we will determine whether the return meets the conditions of this policy.
If a refund is approved, the refund will be processed to the original payment method. Please allow up to 10 business days for the refund to be processed after approval and completion of the applicable return review.

11. Late or Delayed Refund

In some cases, a refund may take additional time to appear in your account after it has been processed. Processing times may depend on the payment provider or financial institution.
If you have been informed that your refund has been approved and the stated refund timeframe has passed, please contact us by email so we can review the refund status and provide further assistance where possible.

12. How to Request a Return

To request a return, contact us by email with your order details, the reason for the return, and photographs where the issue involves damage, a defect, or an incorrect item.
We will review the information provided and let you know the next steps. Please do not send your pitcher or other item back before receiving return instructions from us.

Contact Us

For questions about a return or refund, please contact us by email:
Email: support@prempitch.shop
Business Hours: Monday–Friday, 9:00 AM–5:00 PM (GMT+1)
Business Address: 27 Alfreton Rd, Longton, Stoke-on-Trent ST4 2NX, United Kingdom