Returns and refunds
You have 7 days from delivery to raise a return with Pelaro Boutique. Flooring has one rule that overrides everything else on this page: once a plank is laid, it cannot come back. Check the batch, lay one row loose, be sure — then commit.
The window
Requests must reach us within 7 days of the delivery record. With freight that is deliberately tight, so open and check the consignment on the day it lands rather than the week you plan to start work.
What we can accept back
- Boxes unopened and still sealed, in the outer packaging they arrived in.
- The full consignment or whole unopened boxes from it — never part boxes.
- The invoice from the delivery, or a photograph of it.
What we cannot take back
Anything laid, glued, cut, trimmed to size or peeled; opened boxes; material cut or ordered specially for your job; clearance batches; and gift cards. Adhesive films and contact papers cannot be returned once the backing has been peeled, because they cannot be re-rolled and resold. None of this affects your rights if the goods were faulty or wrongly supplied.
Damaged, short or wrong on arrival
Record a video as the consignment is opened, with the driver present, and count the boxes against the invoice. If a box is crushed, planks are split, the shade is not the one ordered, or the count is short, send that clip to us within 48 hours of delivery. On that evidence we replace or refund immediately and arrange collection at our cost. A freight claim without an unboxing video is very hard to win — for you and for us.
Shade and batch variation
Vinyl and wood-effect finishes vary a little between production batches, and screens shift colour further. Small variation between boxes of the same design is normal and is not a defect. If the shade is plainly not the design you ordered, that is a wrong supply and we treat it as one. This is also why we say to order the whole job in a single order.
Refunds
Once the boxes are back and checked, approved refunds are processed within 12 business days. That is longer than a small-parcel shop because the consignment has to travel back on a freight service and be counted in. UPI payments return to the same handle; Cash on Delivery orders are refunded by direct bank transfer once you share the account details.
Who pays the return freight
We do, where the fault is ours — damaged, defective, wrongly supplied or short. On a change of mind you arrange and pay the return freight to the address we give you, and we refund the price of the goods once they arrive back sealed and countable. Return freight on flooring is not cheap, which is the honest reason to measure twice before ordering.
Exchanges
A different shade or thickness can be swapped while the boxes are still sealed. Tell us in the first email; if the alternative is in stock we despatch it as the original starts back and settle any price difference either way.
Starting a return
Email contact@pelaroboutique.shop with the order number, the box count you want to return, and the video if it is a damage claim. A person replies, usually within one working day, with the collection arrangement. Please do not send anything back before that reply — an unannounced pallet is almost impossible to match to an order.