Our refund & returns policy keeps things simple, fair and fully in line with EU consumer law. You have 14 days from the day your Plume order lands on your doorstep to change your mind, send it back, and receive a prompt refund to your original payment method. Items must be unused, folded into their pouch and re-boxed in the Kraft mailer they arrived in. Returns are buyer-paid unless the product is faulty, and refunds are issued within five business days of the parcel clearing inspection. All statutory rights such as the EU-wide two-year legal guarantee remain untouched.
Your 14-Day “Feather-Light” Return Window
EU distance-selling rules grant you a 14-day cooling-off period on online purchases; Plume mirrors this exactly. The clock starts the day after delivery.
Eligibility Checklist
- Condition – unworn, unwashed, fragrance-free, with hang-cord and care-card still attached.
- Packaging – please pop the poncho back in its own pouch and reuse our recyclable carton. This prevents transit damage and helps us resell or donate returned stock.
- Exclusions – sample-sale items and gift cards are final sale unless defective.
How to Start a Return
- Submit the short form on our Returns Portal or email returns@plumerain.com with order number & reason.
- We reply within one business day with an RMA number, packing tips and the nearest eco-label drop-off.
- Ship the parcel within seven days of receiving your RMA. Always keep tracking—risk in transit sits with the sender until we sign for it.
Who Pays for Shipping?
- Change-of-mind returns – customer covers postage; this is permitted under EU rules provided the policy is clear up-front.
- Defective, wrong or damaged items – Plume supplies a prepaid label and refunds the original delivery fee as required by EU consumer law.
Refund Timeline
- Parcels are processed within two working days of arrival.
- Funds land back on your card or PayPal within five business days thereafter (bank processing speeds may vary).
- Refunds include product price and, where applicable, the original outbound shipping fee. Return postage is only reimbursed on faulty goods.
Exchanges
Prefer a different print? Request an exchange during your return initiation. We’ll reserve stock and ship the new style free of charge inside the EU once the original clears inspection.
Extended Holiday Returns
Orders placed 1 December – 31 December enjoy an extended window until 15 January so gifts stay hassle-free.
Statutory Guarantee & Your Rights
Nothing here limits the two-year legal guarantee on faulty goods across the EU: we’ll repair, replace or refund any manufacturing defect at no cost to you.
Need Help?
Our customer-care team replies by the next business day at hello@plumerain.com. For wholesale queries use partners@plumerain.com.
Thank you for keeping your returns feather-light and planet-friendly.
