Refund policy
Last updated: August 24, 2026
At Pyrolum, we want you to be completely satisfied with your purchase. If your order does not meet your expectations, we offer a straightforward return and refund process for eligible purchases.
This Return & Refund Policy applies to purchases made through pyrolum.shop and applies to customers in the United Kingdom.
1. 30-Day Return Window
You have 30 calendar days from the date you receive your order to request a return.
We accept returns for both defective and non-defective products, subject to the conditions outlined in this policy.
For standard returns, products should:
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Be new and unused.
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Be in their original condition.
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Be free from signs of unreasonable use.
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Include the original packaging where reasonably possible.
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Include any accessories, components, manuals, or other items supplied with the product.
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Be returned in a condition suitable for resale.
If a product is defective, damaged, incorrect, or otherwise does not conform to the contract, different conditions may apply in accordance with your statutory rights.
You do not need to provide a reason for a standard return, although we may ask for the reason to help us improve our products and services.
2. How to Request a Return
Before returning a product, please contact us at:
Please provide:
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Your full name.
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Order number.
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Product name.
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Reason for the return, if applicable.
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Photographs or other information if the product is damaged, defective, or incorrect.
Our customer service team will review your request and provide the appropriate return instructions.
Please do not send a product back without first contacting us.
The return address and instructions may vary depending on the order, so please wait for our return instructions before shipping your item.
3. Return Method
Eligible returns must be returned by mail using the return instructions provided by Pyrolum.
Where a return is approved, we will provide the appropriate return label or instructions for completing the return.
This allows us to properly identify and process your return.
4. Free Return Shipping
Pyrolum provides free return shipping for eligible returns.
When your return is approved, we will provide the applicable return label or return instructions at no additional return-shipping cost to you.
You should not arrange and pay for return shipping independently unless we specifically instruct you to do so.
If you independently purchase return postage without prior authorization, we may not be able to reimburse that cost unless required by applicable law.
5. Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If you receive:
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A damaged product.
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A defective product.
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The wrong product.
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A product that is materially different from its description.
please contact us as soon as reasonably possible at kaptansingh143212@gmail.com.
Please provide your order number and photographs showing the issue where possible.
After reviewing the issue, we may provide an appropriate remedy, which may include:
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A replacement.
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An exchange.
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A repair where appropriate.
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A refund.
Your statutory consumer rights are not affected by this policy.
6. Exchanges
Pyrolum accepts exchanges for eligible products.
If you would prefer an exchange rather than a refund, please contact us before returning the product.
An exchange is subject to product availability.
If the requested replacement is unavailable, we may instead process an eligible refund.
For defective, damaged, or incorrect products, we will determine the appropriate remedy in accordance with applicable consumer law.
7. Refunds
Once your returned product has been received and inspected, we will determine whether the return qualifies for a refund.
If your refund is approved, it will be issued to the original payment method used for the purchase.
Pyrolum does not charge a restocking fee.
Refunds will be processed within 14 days after the returned product has been received and inspected, where applicable.
Once Pyrolum has processed the refund, the time required for the funds to appear in your account may depend on your bank, card issuer, or payment provider.
8. Partial Refunds and Reduction in Value
For standard unwanted-item returns, you are responsible for taking reasonable care of the product while it is in your possession.
Where permitted by applicable law, the amount refunded may be reduced if the product has been handled beyond what is reasonably necessary to establish its nature, characteristics, and functionality and this handling has caused a reduction in value.
This does not affect your statutory rights regarding products that are faulty, defective, damaged, misdescribed, or otherwise do not conform to the contract.
9. Products That Cannot Be Returned
Pyrolum does not designate any products as final sale items.
However, certain statutory exceptions may apply where applicable law permits a product or transaction to be excluded from cancellation or return rights.
Examples may include goods made to a customer's specifications or clearly personalised goods, or other products where a statutory exception applies.
Where an exception applies, we will provide the relevant information as required by law.
10. Order Cancellations
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:
Please include your order number.
We will make reasonable efforts to stop an order before dispatch. However, because orders may enter processing quickly, we cannot guarantee that a cancellation request can be completed before dispatch.
If an order has already been dispatched, you may still have cancellation or return rights under applicable UK consumer law.
11. UK Consumer Rights
Nothing in this Return & Refund Policy is intended to limit, exclude, or replace your statutory rights under applicable UK consumer protection law.
Depending on the circumstances, you may have legal rights relating to faulty, defective, damaged, misdescribed, or otherwise non-conforming products.
These rights may include, where applicable, a right to:
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Repair.
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Replacement.
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Price reduction.
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Refund.
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Cancellation of the contract.
For online purchases, consumers may also have statutory cancellation rights under applicable UK law, subject to any relevant legal exceptions.
Where this policy provides a more generous right than your minimum legal entitlement, the more generous right will apply.
12. Return Condition
For standard non-defective returns, products should be returned new, unused, and in their original condition.
Customers are responsible for taking reasonable care of products while they are in their possession.
Products should be securely packaged when returned to help prevent damage during transportation.
Where permitted by law, a reduction in the refund amount may apply if damage or a reduction in value results from handling beyond what is reasonably necessary to inspect the product.
This does not affect your statutory rights concerning defective or non-conforming products.
13. Refund Processing
Once an eligible returned product has been received and inspected, Pyrolum will process the approved refund within 14 days.
Refunds are issued to the original payment method used for the purchase.
After Pyrolum processes the refund, additional processing time may be required by your bank, card issuer, or payment provider.
Pyrolum cannot control delays caused by a customer's bank or payment provider after the refund has been successfully processed by us.
14. Shipping
All eligible orders shipped within the United Kingdom qualify for free standard shipping.
Our standard delivery timeframe is:
3–5 business days
Delivery estimates begin after the order has been processed and dispatched.
Actual delivery times may vary due to circumstances outside our reasonable control, including carrier delays, severe weather, public holidays, transportation disruptions, unusually high order volumes, or other unforeseen circumstances.
15. No Restocking Fee
Pyrolum does not charge a restocking fee for eligible returns.
You will not be charged a fixed restocking fee or a percentage-based restocking fee.
16. Return Costs
For eligible returns, Pyrolum provides free return shipping.
A return label or appropriate return instructions will be provided after the return has been approved.
Customers should not send returns independently before receiving instructions from Pyrolum.
17. Contact Us
If you have any questions about returns, refunds, exchanges, cancellations, or your order, please contact us:
Pyrolum
3 Kirkstall Rd
London, SW2 4HD
United Kingdom
Email: kaptansingh143212@gmail.com
Phone: +44 20 8040 5012
When contacting us about an existing order, please include your order number so that we can assist you as efficiently as possible.
We are committed to handling eligible returns and refunds fairly and providing a straightforward customer experience.