Refund policy
RETURNS & REFUNDS POLICY
At Pentagon Jackets, we want you to be satisfied with your purchase. Every jacket is carefully prepared and inspected before dispatch.
This policy applies to purchases made through pentagonjackets.com and is provided in addition to your rights under applicable UK consumer law.
30-DAY RETURNS
We offer returns on eligible items for up to 30 days after delivery.
To request a return, please contact:
support@pentagonjackets.com
Please include:
• Your order number
• The item you wish to return
• The reason for the return, where applicable
Our customer support team will provide the relevant return instructions and return address.
Please do not send an item back before contacting us and receiving the appropriate return instructions.
RETURN CONDITIONS
To qualify for a standard change-of-mind return under our 30-day returns policy, the item should be:
• Unworn and unused, other than reasonable handling or trying on
• Unwashed
• Unaltered
• Free from stains, damage, fragrances, or other signs of excessive use
• Returned with any original accessories and packaging supplied with the product where reasonably possible
Customers are entitled to inspect and try on products in a reasonable manner, similar to how they would in a physical shop.
Where permitted by law, we may reduce the amount refunded if the value of an item has been reduced because it has been handled beyond what was reasonably necessary to inspect its nature, characteristics, and fit.
UK ONLINE CANCELLATION RIGHTS
For eligible products purchased online, UK consumers generally have the right to cancel their order without giving a reason.
For eligible goods, you may notify us that you wish to cancel at any time after placing your order and up to 14 days after the day on which you receive the goods.
After notifying us of your cancellation, you must return the goods in accordance with the return instructions provided.
Our 30-day returns policy is offered in addition to these statutory rights and does not reduce or replace them.
RETURN SHIPPING COSTS
For standard change-of-mind returns, customers are responsible for the cost of returning the item unless we tell you otherwise.
We strongly recommend using a tracked and appropriately insured postal or courier service.
Pentagon Jackets cannot accept responsibility for a return parcel that is lost before it reaches the designated return address.
If an item is faulty, damaged, incorrect, or not as described, please contact us before returning it.
Where required by applicable law, Pentagon Jackets will arrange the return or reimburse reasonable return postage costs for faulty, damaged, incorrect, or misdescribed goods.
REFUNDS
Once your return has been received and inspected, we will notify you by email.
If the return is approved, the refund will be issued to the original payment method.
Where a statutory cancellation right applies, refunds will be processed within the timeframe required by UK law.
Your bank, card issuer, or payment provider may require additional time to display the refund after it has been issued by us.
We are not responsible for processing delays caused by your bank or payment provider.
ORIGINAL DELIVERY CHARGES
Our current Standard UK Delivery service is free.
Where a customer has paid a delivery charge and UK consumer law requires that charge to be refunded, we will refund the cost of the standard delivery service.
If a customer selected a more expensive or upgraded delivery method, any amount above the cost of standard delivery may not be refundable where permitted by law.
EXCHANGES
If you would like to exchange an eligible product for a different size, please contact:
support@pentagonjackets.com
Please include your order number and the replacement size you require.
Exchanges are subject to product availability.
Where an exchange cannot be completed, we may ask you to return the original item and place a new order.
MADE-TO-ORDER PRODUCTS
Many Pentagon Jackets products are carefully prepared and finished after an order is placed.
Our estimated production and delivery timeframe is:
4–5 weeks, approximately 20–25 business days.
A product being prepared or finished after an order is placed does not, by itself, remove any statutory consumer rights that may apply.
Standard-size made-to-order products remain subject to applicable UK consumer rights and our returns policy unless a specific lawful exception applies.
PERSONALISED, BESPOKE & CUSTOM-MADE PRODUCTS
Products made specifically to a customer's individual measurements, personalisation, embroidery, custom specifications, or other clearly bespoke requirements may not qualify for ordinary change-of-mind cancellation or return rights where an applicable legal exception applies.
Any such restriction will be communicated before the customer completes their purchase.
This exception does not remove a customer's legal rights where a bespoke or personalised item is faulty, damaged, misdescribed, or does not conform to the contract.
FAULTY, DAMAGED OR INCORRECT ITEMS
If you receive an item that is:
• Faulty
• Damaged
• Incorrect
• Not as described
please contact us as soon as reasonably possible at:
support@pentagonjackets.com
Please provide:
• Your order number
• A description of the problem
• Clear photographs where appropriate
We will review the issue and provide the appropriate remedy in accordance with applicable UK consumer law.
Depending on the circumstances, this may include a refund, repair, replacement, or another appropriate remedy.
ITEMS DAMAGED AFTER DELIVERY
We cannot accept responsibility for damage caused after delivery through misuse, accidental damage, improper care, unauthorised alteration, or normal wear and tear.
This does not affect your rights where a fault was present when the product was supplied or where applicable consumer law provides otherwise.
REFUNDS FOR FAULTY GOODS
If goods are faulty, not as described, or do not meet applicable legal requirements, customers may have statutory rights to a refund, repair, replacement, or other remedy.
Nothing in this policy limits those rights.
ORDER CANCELLATIONS BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
support@pentagonjackets.com
Where the order is eligible for cancellation, we will process the cancellation and refund in accordance with applicable UK law.
For genuinely personalised, bespoke, or custom-made products, different cancellation conditions may apply where permitted by law.
REFUSED OR UNDELIVERABLE PARCELS
Customers are responsible for providing a complete and accurate delivery address.
If an order is returned to us because:
• An incorrect or incomplete address was supplied
• Delivery was repeatedly attempted but unsuccessful
• The parcel was not collected where required
• Delivery was refused without an applicable legal reason
we will contact the customer to discuss the available options.
Additional delivery charges may apply before the parcel is resent where permitted by law.
LATE OR MISSING REFUNDS
If we have confirmed that a refund has been processed but you have not received it:
1. Check your bank or card account again.
2. Contact your card issuer or payment provider.
3. Contact your bank, as processing times can vary.
If you have completed these steps and still cannot locate your refund, contact:
support@pentagonjackets.com
PROOF OF PURCHASE
We may request reasonable proof of purchase before processing a return, refund, exchange, repair, or replacement.
Your Pentagon Jackets order confirmation or order number will normally be sufficient.
STATUTORY RIGHTS
Nothing in this Returns & Refunds Policy excludes, restricts, or replaces any rights available to consumers under applicable UK consumer law.
Customers may have additional statutory rights where goods are faulty, damaged, misdescribed, or otherwise do not conform to the contract.
CONTACT US
For questions about a return, refund, exchange, cancellation, or faulty item, contact:
Pentagon Jackets
Email: support@pentagonjackets.com
Website: pentagonjackets.com