Refund policy

Last updated: 26 June 2026

This Returns, Exchanges & Refund Policy applies to purchases made from PACEON through paceon.co.uk. PACEON is operated by PURA VIDA ECOM SOLUTIONS LTD, a company registered in England and Wales under company number 16579115.

Order cancellations before dispatch

If you have placed an order by mistake or need to cancel shortly after ordering, you may be able to cancel your order within 15 minutes of placing it, where this option is available through your order confirmation or customer account.

After this period, your order may already have entered processing. If you need help, please contact us as soon as possible at contact@paceon.co.uk with your order number.

We will do our best to help, but we cannot guarantee that an order can be cancelled once it has entered processing or has been dispatched.

This does not affect your legal right to cancel your order after receiving your goods, as explained below.

Your right to cancel

If you are a consumer in the United Kingdom, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.

Once you have told us that you wish to cancel or return your order, you then have a further 14 days to send the item back to us.

To request a return or cancellation, please contact us at contact@paceon.co.uk with your order number and the email address used to place the order.

You may also use the cancellation form at the bottom of this policy, but you do not have to use that form as long as you clearly tell us that you wish to cancel.

Return eligibility

To be eligible for a return, your item must be returned in a suitable condition. Footwear must be:

• unworn, unused and not worn outdoors;
• returned with all original tags, labels and accessories;
• returned in its original shoe box and packaging where possible;
• free from marks, odours, dirt, damage or signs of wear beyond what would be reasonable when trying the item on indoors.

You may try footwear on indoors in the same way you would in a shop. However, if an item is returned used, damaged, marked, incomplete or not in a resaleable condition due to handling beyond what is necessary to inspect it, we may reduce the refund to reflect the loss in value.

You will also need to provide proof of purchase, such as your order confirmation email or order number.

How to start a return

To start a return, please contact us at contact@paceon.co.uk.

If your return is accepted, we will send you return instructions, including how and where to send your package.

Returns must be sent to:

PACEON / PURA VIDA ECOM SOLUTIONS LTD
Office 12 Initial Business Centre
Wilson Business Park
Manchester
United Kingdom
M40 8WN

Please note: returns must be sent by a postal service or courier. We do not accept in-person returns, drop-offs or hand-delivered parcels at this address.

Items sent back to us without first requesting a return may not be accepted.

Return shipping costs

If you are returning an item because you changed your mind, ordered the wrong size, selected the wrong colour or no longer want the item, you are responsible for the cost of return shipping.

If the item is faulty, damaged, incorrect or not as described, PACEON will cover the reasonable return shipping cost or provide return instructions at no additional cost to you.

We strongly recommend using a tracked shipping service when returning items. PACEON is not responsible for returns lost or damaged in transit before they reach us.

Exchanges

We offer exchanges, subject to stock availability.

If you need to exchange your item for a different size, colour or style, please contact us at contact@paceon.co.uk before sending your item back.

For exchanges due to size, colour or personal preference, you are responsible for sending the original item back to us. Once your return has been received and approved, PACEON will send the first exchange item back to you at no additional standard delivery cost.

If the item you requested for exchange is out of stock, we may offer an alternative item, store credit or a refund.

Faulty, damaged or incorrect items

Please inspect your order as soon as it arrives.

If your item is faulty, damaged, incorrect or not as described, please contact us as soon as possible at contact@paceon.co.uk with your order number, a description of the issue and clear photos where applicable.

We will review the issue and, where appropriate, arrange a replacement, exchange, repair or refund in accordance with your legal rights.

Non-returnable items

Some items may only be returned if they are faulty, damaged or not as described. This may include:

• personalised or custom-made items;
• items that have been used, worn outdoors or damaged after delivery;
• items returned without essential parts, tags or packaging where this affects their resale condition;
• gift cards, where applicable.

This does not affect your statutory rights.

Sale and promotional items

Sale and promotional items are subject to the same statutory return rights as full-price items when purchased online.

Unless stated otherwise, discounted items may be returned or exchanged in accordance with this policy, provided they meet the return eligibility conditions above.

Refunds

Once we have received and inspected your return, we will let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 14 days of us receiving the returned item.

Please note that your bank, card provider or payment provider may take additional time to process and post the refund to your account.

If you paid for Express Delivery and later cancel or return your order because you changed your mind, the Express Delivery fee may not be refunded. Where the item is faulty, damaged, incorrect or not as described, we will refund delivery costs in accordance with your legal rights.

Model Cancellation Form

You may use the form below if you wish to cancel your order, but you are not required to use this exact form. You can also contact us by email as long as your message clearly states that you wish to cancel.

To: PACEON / PURA VIDA ECOM SOLUTIONS LTD
Office 12 Initial Business Centre
Wilson Business Park
Manchester
United Kingdom
M40 8WN
Email: contact@paceon.co.uk

I hereby give notice that I cancel my contract of sale for the following goods:

Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Customer email address:
Reason for cancellation, optional:
Date:

Contact us

If you have any questions about returns, exchanges, cancellations or refunds, please contact us:

Email: contact@paceon.co.uk
Phone: +44 7878 686115