Return, Cancellation & Faulty Goods Policy
1. Statutory cancellation right
If you are an eligible consumer in the United Kingdom or European Union, you generally have the right to cancel an online order within 14 days after the day on which you, or a person you nominate other than the carrier, receives the goods. Legal exceptions apply to certain goods, including personalised goods and some sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed.
To exercise this right, send an unequivocal cancellation notice to support@perforga.com before the cancellation period expires. You may use the model cancellation form in section 8, but its use is not compulsory.
2. Single return procedure and authorised address
- Email support@perforga.com with your order number and the reason for the request. No reason is required for an eligible statutory cancellation.
- Wait for the return authorisation email. It contains the return reference and packing instructions.
- Send the goods within 14 days after notifying us of the cancellation to the authorised return address provided in your return authorisation email and keep your proof of postage.
Return authorisation is required before shipping. Parcels sent without authorisation may be delayed or rejected.
3. Condition of returned goods
You may inspect the goods as you would in a shop. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and operation. Please return all components and accessories supplied with the goods.
4. Refund deadline and method
For a valid cancellation of a sale of goods, we refund eligible payments without undue delay and no later than 14 days after the earlier of: (a) the day we receive the returned goods; or (b) the day you provide evidence that the goods were sent back. We may withhold the refund until one of those events occurs.
The refund includes the original standard-delivery charge where required by law and is made using the original payment method unless you expressly agree otherwise. Any amount paid for a delivery method more expensive than our least expensive standard option is not refundable beyond the standard-delivery amount.
5. Return costs
For an eligible change-of-mind cancellation, you pay the direct cost of returning goods that can normally be sent by post or parcel carrier, unless applicable law requires otherwise. The amount depends on the parcel, carrier and route and is paid directly to the carrier.
If goods are faulty, damaged on arrival, incorrect or not as described, PERFORGA bears the reasonable authorised return cost. Contact us before shipping so that we can provide a prepaid label or confirm the reasonable cost that will be reimbursed.
6. Faulty or non-conforming goods
Cancellation rights are separate from your mandatory rights when goods are faulty or non-conforming. Goods must be as described, of satisfactory quality and fit for their normal purpose where applicable. Depending on the circumstances and applicable law, remedies may include repair, replacement, price reduction or refund. These mandatory rights are not limited by this policy.
PERFORGA does not currently provide a separate voluntary product-protection programme unless one is expressly identified before purchase with its provider, duration and conditions.
7. How to report a return or faulty item
Email support@perforga.com with your order number and a description of the request. For damaged or faulty goods, photographs or a short video may help us assess the issue. Our support team reviews requests during business days.
8. Model cancellation form
Complete and send this form only if you wish to cancel an eligible distance contract. You may send it by email to support@perforga.com. The postal address below is for delivering a cancellation notice; it is not the parcel return address.
To: COMOGIA LTD trading as PERFORGA, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom — support@perforga.com
I/We hereby give notice that I/we cancel my/our contract of sale for the following goods: [describe goods]
Ordered on / received on: [date]
Order number: [number]
Name of consumer(s): [name]
Address of consumer(s): [address]
Signature of consumer(s), only if this form is sent on paper: [signature]
Date: [date]