Returns & Exchanges
A full refund or, if preferred, exchange of equal value is guaranteed for customers returning products within 7 days of delivery when purchased through the website or phone orders. A full refund or, if preferred, exchange of equal value is guaranteed for customers returning unopened products, or items with a proven fault within 14 days of purchase or delivery.
Please note that all purchases must be checked upon delivery and any errors to be reported to us in writing within 7 days. It is the customers’ responsibility to ensure the goods received are correct before use.
If any exchange or refund is required then you must contact us first by either calling 07594 588332 or sending an email to firstname.lastname@example.org. We will credit the card we have on file as soon as the item is returned to us – the refund however may take up to 21 working days to appear on your statement due to the difference in bank transfer timings. If original payment was made via PayPal we will credit the PayPal account that the order was placed.
Returning a product
You can return your items within 7 days of receipt of your order for a full refund to the original payment method used, however you will be responsible for the postage and any associated cost and risk of the return of the goods to us.
You must ensure the products with the filled in pre-printed returns label are received by our online returns centre within 10 days of receipt of your order, otherwise your refund may be refused. You can also alternatively request an exchange or replacement, but if for any reason we are out of stock of an item, you will be given a refund.
We recommend that you return the items via recorded delivery and retain proof of postage. We will send you an email when your refund has been processed – please allow up to 21 days for any refunds to appear in your account.
A refund will be credited to your original payment method within 21 calendar days of us receiving the returned goods.
Please note some banks may take longer to credit your account. We are not liable and cannot take any responsibility for any bank charges that you may incur during the refund process.
We recommend that you return the items via a recorded delivery service and retain the proof of postage.
When returning an item from an order that has been part paid using a gift voucher, you will primarily be refunded in the form of a credit note.
If you are returning part of your order that exceeds the value of the gift voucher used, any remaining balance will then be refunded onto your payment card.
If you believe an item received is faulty – please contact us on 07594 588332 or send an email to email@example.com. and include your order number, date of purchase and at least 3 images of the fault. At least one must be an image of the fault close-up and another image of the whole item.
We will then send this information to the manufacturer for inspection and will contact you with a resolution as soon as it has been received.