Refunds & Returns
Unwanted Items
An unwanted product can be returned for a full refund within 30 days of delivery as long as it’s still in its original, unopened packaging.
In accordance with your rights when you purchase goods online, unwanted items can be returned even if you have opened them for inspection as long as you let us know within 14 calendar days from the day after delivery.
You can examine the goods as you would in a shop but to obtain a full refund you must not use them.
The goods must be returned in ‘as new’ condition and in their original packaging.
The packaging must not be ripped or damaged or we may refuse the return.
Returns and exchanges can only be processed with proof of purchase. Please provide your order number when you return a product.
You will be liable for the cost of returning the goods to us and must ensure that they are returned in protective packaging.
Faulty or Damaged Goods
If you have received a damaged or faulty item from us you can return it for a repair, replacement or refund.
If the item is faulty or damaged we will cover the costs of the return shipping, please contact us prior to returning so we can arrange a free returns label or resolve the fault you are experiencing.
Please make it clear what the issue is on our returns paperwork, as some minor issues may not be very clear to our returns department.
Please note that some manufacturers prefer to deal with faulty items themselves, thus it may be possible that returns are sent directly to the manufacturer.
Please do not see this as us trying to avoid your return, it’s simply the manufacturer giving an easier and quicker way to get a replacement or repaired product back to you.
Incorrect Items
An item received incorrectly can be returned for a refund or replacement. Please make it clear on the returns paperwork which action you would like us to take.
If you do not complete this section of the paperwork we will automatically refund the order.
If the item is incorrect we will cover the costs of the return shipping, please complete a returns request form by clicking here and we will provide a returns shipping label for you.
Order Cancellations
If you choose to cancel an order that you have not yet received, please contact us via phone or email. To speed up the process, please have your order number available.
We will try our hardest to cancel your order, however please note that we are also trying our hardest to ship your order as fast as we can. So it might be possible that your order is despatched before we see your cancellation request.
If your order has already been dispatched, you will have to request a return on receipt of the order. The return will be treated as an unwanted item and you will be liable to pay the return shipping costs.
Returning Items
If you are required to arrange returning your item we always recommend sending via a tracked courier service, as we cannot be held liable for returns that do not reach us. We advise that you get proof of postage and use a tracked service.
If you cannot reuse the packaging the item was sent in, please ensure the item will be well protected and kept dry in transit.
The cost of returns depends on the reason the item is being returned.
- Unwanted Items: You are liable for the return shipping costs.
- Damaged/Faulty Items: We will cover the return shipping costs
- Incorrect Items: If we have sent the wrong item or quantity we will cover the return shipping costs.
If you are responsible for the returns costs, we advise getting your first price from the Royal Mail for UK returns. Alternatively, Parcel websites offer competitive rates on tracked courier delivery.
As the size, weight of the item(s) and method of return affect the price, we are unable to specify a returns cost. However, as an example, a typical small parcel should cost up to £5.00 to return via a standard Royal Mail service whilst a tracked 2 day courier service should cost between £7.00 and £10.00.
A restocking fee may apply to the return of purchases made by mistake/due to change of mind or if items are returned in an unreasonable condition not stated by the customer on acceptance of a return.
Once the return has been accepted by us and the returns process has begun, goods must be dispatched within 14 days. If the item/s are not dispatched in this window, the return will not be accepted and a refund will not be given.