Returns & Refunds
Order Cancellation:Before Dispatch
As stated in our Terms and Conditions, all orders placed by you are subject to acceptance by us. We have accepted your order when we send you an email confirming that your order has been dispatched. At this point a legally binding contract is formed between you and us.
If you wish to cancel your order and you have not yet received an email from us confirming that your order has been dispatched; we will cancel your order.
To cancel your order, please inform us of your decision by contacting us here. We will need your order number which is provided in the email that we send you confirming that your order has been accepted. If you have an online account, you can also see your order number under the ‘Orders’ section.
You have the right to cancel and return the goods you have ordered by giving us notice of cancellation within 14 days of the date you received delivery of the goods. If your order has multiple delivery shipments, the 14 day cancellation period starts from the date you receive delivery of the last shipment.
If your order has been dispatched but you have not yet received the goods, you may need to take delivery of the goods before you can cancel your order.
To exercise your right to cancel your order, you must inform us of your decision by contacting us here. If you are cancelling due to the goods being faulty or incorrect, please inform us of this at the time.
If your goods have arrived damaged, please let us know as soon as possible by emailing pictures of the damaged goods and the damaged parcel packaging (both internal and external views) to firstname.lastname@example.org .
If you notify us of a fault with the goods within 30 days of the delivery or collection date, you have the right to reject the goods and receive a full refund or replacement (once it has been established that the goods are genuinely faulty).
If you notify us of a fault with the goods after 30 days of the delivery or collection date and up to 6 months after, we will (at our discretion) offer a repair or replacement of the goods. If the goods are to be repaired and the manufacturer has provided a helpline, repair service or warranty; we may ask you to make direct contact with the manufacturer. If there is no such service or warranty with the goods, we will (at our discretion) offer a repair or replacement of the goods.
For order cancellations where you have received the goods; you must return them to us in a resalable condition in their original packaging with all components (including promotional items like free gifts) within 30 days of the date of cancellation at your cost.All customers should contact us before returning any item(s)/product(s).
Please provide the following information in the package along with the goods:
- Your name
- Your telephone number and email address
- Your order number or invoice number
- The reason why you are returning the goods, e.g. they are faulty
- This information is required in order to process your return.
We strongly recommend that you use a reputable delivery service, get a receipt for the consignment and properly package all items to keep them protected whilst shipping.
If goods are being returned because they are faulty or incorrect, we will cover the delivery costs and we will choose the delivery method.
Where we have established that a refund is due, we will refund you the price you paid for the goods. We will only refund delivery charges if the goods are faulty or incorrect.
We will only pay the refund after:
You have notified us to cancel your order, where you have not received the goods; or We receive the goods you returned to us, where you are in receipt of the goods.
We reserve the right to withhold the refund until we have received the goods you returned to us.
We will refund you using the same method of payment you used to pay for your order. Refunds to card and PayPal usually take 3-5 working days. If you have not received your refund after 5 working days, please contact us here.
We reserve the right to make a deduction from the refund amount to cover any loss in value of the returned goods where they show signs of unreasonable use.