We aim to supply high quality products which we hope will give you many years of enjoyment and service but we appreciate that sometimes an item may need to be returned. We strive to provide excellent customer service and an easy, no-nonsense policy for the return of goods - however, we are unable to offer a returns service on certain items.
Damaged or incorrect goods: Please contact us by phone or email within 72 hours of receipt of your order. Failure to report within this time will invalidate your right to any refund or replacement. All items, complete with original packaging, must be returned in a good, saleable condition and received by us within 14 working days of receipt of your order. It is your responsibility to ensure the items are securely packed. If the error is of our making, we will pay the cost of return postage. We do not accept responsibility for lost parcels so it is advisable to return items using a recorded/tracked system.
Missing items: Please contact us by phone or email within 72 hours of receipt of your order. Failure to report within this time will invalidate your right to any refund or replacement.
Non delivery: It is essential that you report non delivery to us by phone or email within 7 days of the expected delivery of your order. Failure to report in this time scale will invalidate your claim.
CONSUMER CONTRACTS REGULATIONS
Changed your mind? The Consumer Contracts Regulations, (CCR) of June 2014 specifies a 14 day ‘cooling off period’, during which time you may return your item(s) for a full refund, provided they are in a good, saleable condition with original packaging intact. Your right to cancel an order starts from the moment you place your order and ends 14 days after the date you receive it. You then have a further 14 days to return the goods back to us. We will process your refund within 14 days of us receiving the returned item(s). We do not accept responsibility for lost parcels so recommend you use a recorded/tracked service.
CCR regulations state that we must also refund your original postage charge and we are happy to comply. However, the regulations also state that refund of postage need only be at the basic delivery cost. Therefore, if you had opted for an ‘enhanced’ service, i.e: next day delivery, you will only be refunded at our basic postage rate.
It may be that when the goods arrive you change your mind, or you realise you accidentally bought the wrong thing. If so, please contact us and we will advise how to return. We will ask you to return the unwanted goods to us at your own expense. Please ensure they are returned in perfect condition and packaged securely, because you will only be eligible for a refund or replacement once we have received the goods and confirmed they are in re-saleable condition.
Once we have confirmed satisfactory receipt we will as per our previous agreement either refund you the price paid for the goods or dispatch replacement goods of equal value.Should you request replacement goods of greater or lesser value, a partial refund or secure surcharge will be arranged by the customer service team.
Some products are exempt from CCR regulations and may not be returned for refund. These include perishable items; i.e: foodstuffs and confectionery; also toiletries, cosmetic products and earrings. Special orders or ‘bespoke’ items are also excluded. Your statutory rights are not affected.