Refund policy

Last updated: May 5, 2026

At Pubna, your experience is at the heart of what we do. Should your purchase fail to meet your expectations, we offer a straightforward and transparent returns process. Our procedures are meticulously designed to align with your statutory rights under UK consumer protection laws, ensuring you remain fully protected.

Return Summary

Feature Details
Return Period 30 Days from the date of delivery
Return Method By Mail only
Return Shipping (Change of Mind) Responsibility of the customer
Return Shipping (Faulty/Incorrect) Free (Provided by Pubna)
Restocking Fees £0.00 (None)
Refund Processing Within 7 business days after inspection
Condition Items must be in new, unused condition with original tags


1. Your Right to Cancel (Cooling-off Period)

While the UK Consumer Contracts Regulations grant you a legal right to cancel within 14 days of delivery, Pubna offers additional peace of mind. We have extended this timeframe to provide all our customers with a 30-day return window, ensuring you have ample time to decide on your purchase.

2. Return Eligibility & Condition

To qualify for a full refund, returned items must meet the following criteria:

  • The return must be requested within 30 days of the delivery date.
  • Items must be unused, unwashed, and in their original condition.
  • All original packaging, labels, and tags must be intact.
  • Non-returnable items: For hygiene and safety reasons, certain items (such as earrings or undergarments, if applicable) and Gift Cards cannot be returned.

3. How to Start a Return

  1. Contact our support team at info@pubna.com to request a Return Authorisation.
  2. Provide your order number and the reason for the return.
  3. Once approved, we will provide you with the specific return instructions. Please do not send items back to our Harpenden address without prior authorisation, as this may delay your refund.

4. Return Shipping Costs

  • Change of Mind: If you are returning an item because you changed your mind (e.g., wrong size, colour, or style), you are responsible for the cost of return postage. We recommend using a trackable service (like Royal Mail Tracked) as we cannot be held responsible for lost return parcels.
  • Faulty or Incorrect Items: If you receive a damaged, faulty, or incorrect item, Pubna will cover all return costs. Please contact us immediately with a photo of the issue, and we will provide a prepaid return label.

5. Refunds & Processing Time

  • Inspection: Once your return is received at our facility, it will be inspected within 3 business days.
  • Approval: If approved, your refund will be processed automatically to your original payment method within 7 business days.
  • Bank Processing: Please note that your bank or credit card issuer may take an additional 3–5 business days to credit the funds to your account.

6. Exchanges

If you require a different size or colour, we are happy to facilitate an exchange. To start the process, please follow our standard return procedure to send back the original item. Once your return has been processed, you can simply place a new order for the replacement item of your choice.

7. Deductions & Partial Refunds

In accordance with the Consumer Rights Act 2015, if an item is returned in a condition that shows evidence of use beyond what is necessary to establish its nature (e.g., damaged packaging, missing tags, or signs of wear), we reserve the right to make a deduction from your refund to reflect the diminished value of the goods.

8. Order Cancellations

If you wish to cancel your order, please email us within 12 hours of placement. If the order has already been dispatched, you will need to follow the return process outlined above.

  • Email: info@pubna.com
  • Return Address: Pubna,  20 Park Avenue South, Harpenden AL5 2EA, United Kingdom

  • (Note: Always contact us via email before sending a return)

Contact information

Any questions or just like to talk to us? Please don't hesitate to contact us via:

      • Store name: Pubna
      • Address: 20 Park Avenue South, Harpenden AL5 2EA, United Kingdom
      • Email: info@pubna.com
      • Phone number: +447897025094

      Customer Service (Opening Hours):

      • Monday - Friday:  09:00 - 18:00 (GMT)
      • Saturday and Sunday:  10:00 – 16:00 (GMT)