Effective 12 September 2026
This policy explains how consumers can cancel an online order, return goods and obtain a refund. It applies to purchases from www.pbleads.co.uk and forms part of the PB Leads Terms of Service.
Contact and return address
Robert West trading as PB Leads
4 Burnleigh Gardens
New Milton
Hampshire
BH25 5RE
United Kingdom
Email: pbleads@outlook.com
Cancelling an online order
You may cancel an online order for standard products without giving a reason. Tell us that you wish to cancel within 14 days after the day you receive the goods. If one order is delivered in separate parcels on different days, the cancellation period runs from the day after you receive the final parcel.
Email pbleads@outlook.com with a clear statement that you wish to cancel. Please include your name, order number and the goods concerned. You may use the model cancellation form at the end of this policy, but you do not have to.
If you ask to cancel before dispatch, we will try to stop the order and issue the refund without requiring a return. Contact us promptly because all PB Leads products are made to order. This request does not reduce your statutory rights.
Returning cancelled goods
After telling us that you wish to cancel, send the goods to the return address above within the following 14 days. Pack them securely. We recommend obtaining proof of posting and using an appropriate tracked or insured service because you are responsible for the return until it reaches us.
For a change-of-mind return, you pay the direct return postage cost. We pay reasonable return costs where goods are faulty, damaged when delivered, not as described or incorrectly supplied.
Condition of returned goods
You may inspect the goods as you would in a shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and function. We may make a lawful deduction from the refund for that reduction in value.
Refund timing and method
We will refund payments due for the returned goods and, where the whole order is cancelled, the cost of our least expensive standard UK delivery option. We do not have to refund any extra amount paid for a more expensive delivery method.
We will make the refund within 14 days after receiving the returned goods or, if earlier, within 14 days after you provide evidence that you sent them back. We may withhold the refund until we receive the goods or that evidence. Refunds are made to the original payment method without a refund fee, unless we agree otherwise.
Faulty, damaged or incorrect goods
Goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, damaged when delivered, not as described or incorrectly supplied, contact pbleads@outlook.com with your order number and a description of the problem. Photographs may help us resolve the issue, but your statutory rights do not depend on providing them.
Depending on the circumstances and the law, you may be entitled to reject the goods for a refund or request a repair or replacement. We will not restrict any remedy available under the Consumer Rights Act 2015 or other applicable law.
Made to order and personalised goods
PB Leads products are made after an order is placed. Choosing a standard weight and one of the listed finishes does not by itself make the product personalised, so the normal cancellation right described above applies.
A change-of-mind cancellation right may not apply to a genuinely bespoke item made to your individual specification or clearly personalised for you. If we offer such an item, we will identify it and explain the effect on cancellation rights before you order. Rights relating to faulty, damaged or misdescribed goods still apply.
Exchanges
Contact us if you want a different weight or finish. Where an exchange is possible, we may ask you to return the original item and place a new order. This section does not affect your cancellation or statutory rights.
Model cancellation form
Complete and return this form only if you wish to cancel an eligible order. You may instead send any clear cancellation statement by email.
To: Robert West trading as PB Leads, 4 Burnleigh Gardens, New Milton, Hampshire, BH25 5RE, United Kingdom. Email: pbleads@outlook.com
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Order number:
Ordered on / received on:
Customer name:
Customer address:
Customer signature (paper forms only):
Date: