Refund and Returns Policy

Overview

Our return and refund policy lasts 30 days. If 30 days have passed since your purchase, we are unable to offer a full refund or exchange.

To be eligible for a return, the item must be unused, in the same condition as received, and returned in its original packaging, including all accessories, manuals and parts.

Please note that certain product types cannot be returned due to hygiene, safety, or usage requirements.

Non-Returnable Items

The following items cannot be returned:

  • Used or installed sewing machine parts

  • Consumables such as needles, bobbins, blades, belts, oils and lubricants

  • Custom-ordered or special-order industrial items

  • Digital or downloadable resources

  • Gift cards

  • Any machine or accessory that shows signs of wear, installation, or operational use

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Partial Refunds

Only partial refunds may be granted in situations such as:

  • Product showing signs of use

  • Items not in original condition

  • Items damaged or missing parts not due to our error

  • Returns requested after 30 days from delivery

Refunds

Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

If approved, your refund will be processed and applied to your original method of payment within a 7 days.

Late or Missing Refunds

If your refund has not arrived:

  1. Check your bank account.

  2. Contact your credit card company — refunds may take time to post.

  3. Contact your bank — processing times vary.

If you still have not received your refund, please contact us at [email protected].

Sale Items

Only regular-priced items may be refunded.
Sale or discounted items are not eligible for a refund.

Exchanges

We replace items only if they are defective or damaged.
To request an exchange for the same item, email us at [email protected] and send your item to:

{physical address}

Gifts

If the item was purchased as a gift and shipped directly to you, you will receive a gift credit for the value of the returned item. Once your return is received, the credit will be emailed or posted to you.

If the gift giver had the item delivered to themselves, we will send the refund to the gift giver.

Shipping Returns

To return your product, please send it to:

35 Old Church Road Chingford Mount, London, E4 6SJ

Customers are responsible for the shipping cost of returning an item. Shipping costs are non-refundable. If you receive a refund, the return shipping fee will be deducted from the refund amount.

Depending on your location, delivery time for exchanged items may vary.

For expensive items, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.

Need Help?

For any questions regarding returns or refunds, please contact us via our Contact Us page or email us at [email protected].

Contact Us

CHRIS PANTELLI SEWING MACHINES LIMITED

Company Number: 03869497

Registered Address: 190 Billet Road, London, E17 5DX

Store Address: 35 Old Church Road, Chingford Mount, London, E4 6SJ

Phone Number: 020 8341 3585

Email: [email protected]