Refunds and Returns
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 07/02/2021.
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.
To return an order or item you will need to contact our customer service team who will provide you with return details.
Your statutory rights
Our Returns Policy does not affect your statutory rights.
Further information about your other statutory rights can be found at the UK Government’s website: www.direct.gov.uk
Right to Cancel
You have the right to cancel this contract within 7 days.
Any items you are returning must be unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
If you choose to return items, we will reimburse to you the cost of the items including the cost paid for delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
- (a)14 days after the day we receive back from you any goods supplied; or
- (b)(if earlier) 14 days after the day you provide evidence that you have returned the goods;
Reimbursement will be made using the same means of payment as used for your initial transaction. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
What should I do if my order is damaged?
Although we take care to prevent any damage to your goods during transit occasionally problems can arise.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
Please contact us immediately at email@example.com attaching any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
How do I arrange a return?
Please contact our Customer Service at firstname.lastname@example.org team to arrange your return.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details, we will provide you with all of the necessary information to arrange the return.
Please package the item securely and ensure our returns form is included inside.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it, we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Will you refund my postage costs to return an item?
We will refund postage costs to return an item where the return is required due to our error. For instance:
– If we sent you the wrong item
– If the item is damaged or faulty
– Where you are returning a substitute item which you do not want to keep
We will not refund postage costs to return items which are unwanted or no longer required.
We will not refund postage costs to return any item due to reported damage if no error was found in the testing process.
If you are not satisfied with the way in which we have handled the return or replacement, please contact us at email@example.com so that we can resolve the matter where possible.