Refund policy

Last updated: 17 October 2026

At Pervano, we want you to feel confident when shopping for men's clothing online. We understand that choosing the right size, fit, colour, and style without trying an item on can sometimes be difficult. This policy explains how returns, exchanges, and refunds work, what conditions apply, and how to contact us for assistance.

1. 30-Day Return Period

You may request a return within 30 days, subject to the conditions and legal rights explained in this policy.

For our voluntary 30-day return policy, the period begins when you receive your order. If your order arrives in multiple deliveries, contact us if you need clarification about the relevant return period for individual items.

To begin a return, email support@pervano.uk with your order number and the reason for your request.

We recommend contacting us before sending any product back so that we can confirm the appropriate return procedure and provide any necessary instructions.

Nothing in this policy limits any mandatory consumer rights you may have under UK law.

2. Return Eligibility

To help us process returns efficiently, please ensure that returned products meet the following conditions where applicable:

• Items are returned in a reasonable condition, taking account of any inspection or handling necessary to establish their nature, characteristics, and fit.

• Clothing is clean and free from unreasonable damage, stains, odours, or signs of excessive wear.

• Original labels, tags, packaging, and accessories are included where reasonably possible.

• The return relates to an identifiable Pervano order.

• The return request is submitted within the applicable return period, unless a different statutory deadline applies.

You may inspect clothing as you reasonably would in a shop. We will not automatically reject a statutory return merely because an item has been opened or its packaging is no longer intact.

If an item is faulty, damaged, incorrect, or not as described, contact us promptly. Different legal remedies may apply, and the conditions for an ordinary change-of-mind return will not necessarily apply to such cases.

3. Items That May Be Excluded from Change-of-Mind Returns

Some products may be subject to lawful return restrictions in specific circumstances, such as personalised goods or sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.

Any such exclusion will be applied only where legally permitted and relevant to the product concerned.

Ordinary men's clothing is not automatically excluded from return simply because it is clothing.

This section does not remove any rights relating to faulty, misdescribed, or otherwise non-conforming products.

4. How to Request a Return

Please follow these steps:

Step 1: Contact our support team

Email support@pervano.uk with the subject line "Return Request" and include:

• Your full name.

• Your order number.

• The product or products you wish to return.

• The reason for the return.

• Photographs if the item arrived damaged, defective, or incorrect.

Step 2: Receive return instructions

Our team will review your request and explain the next steps, including the appropriate return destination and any relevant documentation.

Please do not send a parcel to an unconfirmed destination, as this may delay identification and processing.

Step 3: Prepare the parcel

Package the item securely to prevent damage during transit. Include any relevant order information or documentation requested by our team.

Step 4: Send the return

Follow the return instructions supplied by our team. Keep proof of postage or tracking information until the return has been resolved.

Step 5: Return assessment

Once the returned item arrives, we will assess it where necessary and inform you of the outcome.

5. Return Address

Our listed UK warehouse address is:

Pervano Returns
57 Wheatfield Way
Cranbrook TN17 3NB
United Kingdom

Please contact support@pervano.uk before sending your return to confirm that this is the correct destination for your order and to obtain any additional instructions.

6. Return Costs

Our standard return policy provides free returns for eligible returns.

Where a return is due to a faulty, damaged, incorrect, or misdescribed item, Pervano will arrange or reimburse reasonable return costs in accordance with applicable law.

For an ordinary change-of-mind return, contact our team before posting the parcel so that we can explain the available return arrangement. We will not charge an undisclosed return fee.

If a customer chooses an unauthorised shipping method or sends a parcel contrary to agreed instructions, any resulting cost or delay will be considered in accordance with applicable law and the circumstances of the case.

7. Refund Eligibility and Assessment

Refunds are considered after we receive and, where necessary, inspect the returned item.

We will assess the return based on the reason for the return, the condition of the product, the applicable return conditions, and any mandatory consumer rights.

If the return is approved, we will initiate the refund using the original payment method where practicable and legally appropriate.

If a return cannot be approved under the voluntary change-of-mind policy, we will explain the reason. This does not affect any separate statutory rights that may apply.

8. Refund Processing Time

Once a refund has been approved, Pervano aims to process it within 10 days.

This is our refund processing target after approval, not a promise that every refund will reach your account within exactly 10 days. The time taken for funds to appear may depend on PayPal, your bank, your card issuer, or another payment provider.

Where applicable consumer law requires a refund sooner, the statutory deadline takes priority over our general processing target.

We will notify you when we initiate your refund where appropriate.

9. Refund Method

Refunds will normally be sent to the original payment method.

For purchases made through PayPal, the refund will generally be issued through the relevant PayPal transaction. PayPal or the financial institution involved may require additional time to display the funds.

We do not normally issue refunds to an unrelated account or alternative payment method unless the original method is unavailable and an alternative is appropriate and agreed.

10. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is damaged, defective, or different from the product ordered, contact support@pervano.uk and include your order number and clear photographs showing the issue where possible.

Our team will review the information and explain the appropriate resolution. Depending on the circumstances and your legal rights, this may include a replacement, repair where applicable, refund, or another suitable remedy.

We will not require you to pay return costs where doing so would conflict with applicable consumer law.

Your statutory rights concerning goods that are faulty, not as described, or not fit for their intended purpose remain unaffected.

11. Size, Fit, Colour, and Style Concerns

We encourage customers to review product descriptions, size charts, material information, and photographs before purchasing.

If an item does not fit as expected or you decide that the style is not right for you, contact us within the applicable return period. Eligible change-of-mind returns can be requested under our 30-day policy.

Please note that screen settings and lighting can cause minor differences between product photographs and the appearance of colours in person. However, this does not remove your rights if a product is materially different from its description.

12. Exchanges

If you would like a different size, colour, or style, contact support@pervano.uk.

Exchanges depend on stock availability and the nature of the request. Our team will explain whether a direct exchange is available or whether returning the original item and placing a new order is more appropriate.

We cannot guarantee that a particular size or colour will remain available while a return is being processed.

13. Order Cancellations

If you wish to cancel an order before dispatch, contact us as soon as possible with your order number.

We will try to stop the order if it has not already entered processing or dispatch. If the order has already been dispatched, you may need to follow the applicable return procedure.

For UK distance purchases, statutory cancellation rights may apply. Where the Consumer Contracts Regulations 2013 apply, consumers generally have 14 days after receiving goods to notify the retailer that they wish to cancel, followed by a further 14 days to return the goods. Certain exceptions apply.

Our 30-day return policy is additional to, and does not replace or reduce, any applicable statutory cancellation rights.

14. Partial Refunds and Multiple-Item Orders

If your order contains several products and you return only some of them, any refund will normally relate to the eligible returned items and any other amounts that must legally be refunded.

Where delivery charges must be refunded by law, we will comply with the applicable rules. If an order was delivered free of charge, there may be no original delivery fee to refund.

For bundles, promotions, or multi-item offers, we will calculate any adjustment fairly and in accordance with the offer terms and applicable consumer law.

15. Lost or Delayed Returns

If your return parcel appears to be delayed or lost, contact the carrier and notify our support team. Keep your proof of postage and tracking details.

We will review the situation and work with you to determine the next steps. Responsibility will be assessed in accordance with the circumstances and applicable law.

16. Contact Us

For return requests, refund questions, or exchange enquiries:

Email: support@pervano.uk
Phone: +44 158 053 1368
Address: 57 Wheatfield Way, Cranbrook TN17 3NB, United Kingdom

Customer service hours: Monday to Friday, 09:00–17:00 GMT. Closed on Saturdays and Sundays.

We aim to make the return process clear, fair, and straightforward, while respecting the consumer rights that apply to every purchase.