Refund policy

Last updated: 16 October 2026

PACTOVELLE is operated by HEARTHWELL GOODS LLC. This policy applies to purchases made at pactovelle.com for delivery within the United Kingdom.

Our 30-Day Returns Policy

You may request a return or exchange within 30 days after receiving your order.

For change-of-mind requests made outside your statutory cancellation period, items must be unused, clean, complete and in their original condition. Please include the original packaging where reasonably possible.

Our voluntary returns policy is additional to your statutory rights.

Free Returns and Exchanges

We cover return postage for eligible returns and exchanges, including change-of-mind returns, faulty items, damaged items and incorrect items.

We provide a prepaid return label or arrange another return method at our expense. There is no restocking fee. For an eligible exchange, we also cover standard delivery of the replacement item.

How to Request a Return

Email support@pactovelle.com with your order number and the item you wish to return or exchange.

A reason is helpful but is not required when exercising your statutory cancellation right. Photographs may help us assess a reported problem, but are not a condition of exercising your legal rights.

We will provide return instructions, the appropriate return destination and a prepaid label or collection arrangement. Please contact us before posting so that we can arrange free return transport. This does not make your statutory cancellation right subject to our approval.

Keep your proof of posting until your return has been resolved.

Your Statutory Right to Cancel

For most goods purchased online, you may cancel without giving a reason within 14 days after the day you receive them.

To cancel, send a clear statement to support@pactovelle.com or write to our business address below. You must send the goods back within 14 days after notifying us of cancellation.

You may inspect the goods as you would in a shop. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Simply opening the packaging does not automatically remove your cancellation right.

Refunds

Refunds are made to the original payment method.

For statutory cancellations, we will issue your refund within 10 calendar days after receiving the returned goods or evidence that you have sent them back, whichever occurs first. We may withhold reimbursement until that point where the law permits. We will not exceed the applicable statutory deadline.

For eligible voluntary returns, we will issue the refund within 10 calendar days after receiving the returned item.

Where a refund for faulty goods is agreed, we will issue it within 10 calendar days of that agreement and within any applicable legal deadline.

Your bank or payment provider may require additional time to display the credit.

For a full eligible order return, we refund the original standard delivery charge paid. For partial returns, delivery charges are refunded where legally required. We do not retrospectively add a delivery charge because a return takes the retained order below our free-delivery threshold.

Exchanges

Exchange requests must be made within 30 days after delivery. Exchanges are subject to replacement stock being available.

If the requested item is unavailable, you may choose an eligible alternative or receive a refund. Any price difference will be explained and agreed before the exchange is completed.

Faulty, Damaged or Incorrect Goods

Your legal rights may include a refund, repair or replacement. These rights are not limited to our voluntary 30-day returns period. Where the short-term right to reject applies, you normally have 30 days to reject faulty goods.

We cover the necessary return costs and will explain the available remedy.

Contact

PACTOVELLE
Operated by HEARTHWELL GOODS LLC
830 E Market St
Louisville, KY 40206
United States

Email: support@pactovelle.com
Telephone: +1 785-393-1575

Customer service: Monday–Friday, 09:00–17:00, UK local time (Europe/London), excluding UK public holidays.

Please use the return destination supplied with your return instructions rather than assuming that our business address is the return address.

Nothing in this policy limits your statutory rights.