Returns & Refunds

Cancellations, refunds and returns

If you are not 100% happy with your purchase you are welcome to return any item to us for a refund, exchange or credit note providing we are advised in writing within 30 days of receipt of goods.

To advise of a return please contact us by email at [email protected]

In the event of cancellation you must return any goods already dispatched to you in accordance with our returns procedure detailed in our customer information section.

The customer is responsible for any goods in their possession and for ensuring the items are suitably packaged to avoid any form of damage in transit when returning any goods. All items must be returned to us in the condition they were purchased in. Original packing, tags and labels must be as they were when delivered where possible.

Please note that the return must include all parts of the item(s) ordered, including free gifts, etc. Shipping and handling cannot be reimbursed, so please be aware that if you are purchasing a product that has "Free Shipping" our actual shipping and collections costs will be deducted from your return refund.

We reserve the right to request photos of the items prior to accepting any returns and where there is evidence that shows the items have been used prior to the return we will decline the return request.

Collection Charges are as follows:

Where a collection is needed for any of the Islands or Isles surrounding UK Mainland including Northern Ireland – a quote will need to be provided to you based on the pallet return rate and can be obtained by contacting the customer service team who will assist you further.

The costs mentioned above are purely to assist in recovering our own transport costs.

Any collection charges passed to the customer will be deducted from the final refund and must be accepted in writing via email before a collection is booked.

Customers have the right to return items via their own means, please ensure our Customer Service Team are aware of this as details will be communicated to the warehouse to avoid any delays in the return process being completed and the refund issued.

Any claim regarding damaged or defective goods must be made within five working days of receipt. Please ensure you check all goods carefully before signing for them. We cannot be responsible for replacing damaged goods if the courier is not advised of the damage on receipt.

Cancellation by Us

We reserve the right not to accept any order request if: we have insufficient stock to deliver the goods you have ordered; we do not deliver to your area; one or more of the goods ordered was incorrectly described or priced on the website; the payment transaction is not authorised. If we do cancel your contract we will notify you by e-mail and will refund you any sum paid by you to us in respect of the contract as soon as possible, and in any event within 30 days of the cancellation of your order.

We will not be obliged to offer any additional compensation for disappointment suffered.

Exchanges

If you receive an item which you are not happy with, please contact us within five working days to advise us of the issue. The customer Service Team will require photos of the issues which can be sent to [email protected].

The pictures will be checked and a member of the team will take ownership of your query from start to finish, ensuring you are completely satisfied with your purchase. They will advise you of the options available to resolve the problem and make any necessary arrangements to have any issues resolved swiftly.

Product Complaints within 6 months

If your product develops an issue within the first 6 months of receipt, please contact us with photos or videos of the complaint.

The Customer Service Team will offer to exchange the product for a like for like item. This item will be Quality Checked prior to dispatch.

In the event of the exchange taking place and the item is not satisfactory a collection and full refund will be offered.

Product Complaints after 6 months and within 1 year.

If your product develops an issue after the first 6 months but within one year, please contact us with photos or videos of the complaint.

The Customer Service Team will request the photos be looked at by the Quality Control Team who will then advise them of the action to take. In the event of a clear defect the customer services will offer to exchange the product for a like for like item. This item will be Quality Checked prior to dispatch.

In the event of the exchange taking place and the item is not satisfactory a collection and full refund is requested a fair usage charge will be deducted from the refund to compensate for the length of time the goods were in your possession.

This is worked out by the Cost of the product divided by 365 and times by the number of days you have had the goods - this will be the overall amount deducted from the refund.

In the event the defect looks to be accidental damage or due to negligence the onus would be on the customer to prove the defect is down to manufacturing damage. Any resolutions offered would be down the discretion of the management and subject to the same clauses as above.

Refunds

Refunds are issued upon return and inspection of all goods. Only once they have been checked will the status be changed to awaiting refund. We will issue the refund within 14 days of all returns, and within 7 days of any cancellations where the goods had not been dispatched.

Refunds will be issued via the same method of payment as the original order and can take between 3 -5 days to reflect in your account depending on the financial institute banked with.

Last Updated and Effective September 23, 2022