Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 25.05.2018.
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 immediately reported to us so we can investigate.
Before attempting to return an order you will need to contact our customer service team to request a returns authorisation. Without this, it can be difficult to process your return meaning the process may take longer.
Your statutory rights Our Returns Policy does not affect your statutory rights.
For more information about your other statutory rights, please visit the UK Government’s website at: or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06..
Right to Cancel You have the right to cancel this purchase within 3 days of purchase without giving reason.
The cancellation period will expire after 3 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract alongside a clear statement (e.g. by selecting the appropriate option in your account). You may use the example model cancellation form below, but it is not obligatory.
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
Effects of Cancellation If you cancel this contract, we will reimburse to you all payments received from you, excluding the cost of delivery.
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; or
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of this reimbursement. You will have to bear the direct cost of returning the goods.
Model Cancellation Form Business Mailing/Returns Address:
PO Box 3225
I hereby give notice that I cancel my contract of sale of the following goods:
Name of customer:
Address of customer:
Signature of customer (only if sent by paper):
What should I do if I receive the wrong 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 standards, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case on an individual basis 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 item is damaged? Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
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.
You can contact us through your account using the online message centre. Please attach any pictures you have of the damage to this message. A member of our team will review the details and offer the best resolution to resolve any query.
How do I report a fault with my product? Please accept our apologies if you believe there is a fault with your item, all complaints regarding the quality of our products will be taken seriously and we will need to investigate the reported fault in further detail.
In order to do this we ask that you contact us through your account using the online message centre. Please provide details of the fault and where possible attach pictures to your message.
Will you refund my postage costs to return an item? We are more than happy to refund postage costs to return an item where the return is required due to an error of our own. For instance:
- If we sent you the wrong item
- If the item is damaged or faulty
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in our testing process. Costs of posting any item back to you will depend on the item and will be communicated to you after the testing process has been completed.
Complaints If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives at email@example.com.