REFUND & RETURN POLICY
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 10/05/19.
It is important that you check your order or items upon when they arrive and before you use them. If there are any issues with your order then they must be reported to us immediately so we can investigate.
Before returniing any items you will need to contact us to avoid any delays in processing your return.
Your statutory rights
Our Returns Policy does not affect your statutory rights.
For more information about your other statutory rights, you can visit the UK Government's website at: www.direct.gov.uk 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 contract within 14 days without giving reason.
The cancellation period will expire after 14 days from the day on which you or a third party other than the carrier and indicated by you acquires physical possession of the goods.
To exercise your right to cancel, you must inform us by a clear statement (e.g. by email, via the contact page on our website or post).
PThe items you are returning must be unopened and in the original packaging. Unwanted goods need to be in pristine condition with all seals unbroken.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
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 the reimbursement. You will have to bear the direct cost of returning the goods.
What should I do if I receive an incorrect item?
In the rare event of a mistake occurring with your order please contact us immediately and we will do our best to resolve your issue quickly and conveniently.
We will review each case individually 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.
What should I do if my item is damaged?
We have systems in place to protect your item, however if damage does occur during transit please do not refuse delivery, instead accept the goods and contact us immediately. Refusal might delay the parcel being returned.
You can contact us through through our website using the online message centre. Please attach any pictures you have of the damage to the message. We will review the details and offer the best resolution to resolve your query.
How do I report a fault with my product?
In the rare event that you receive a faulty product, please contact us immediately so we can resolve your issue quickly and conveniently
.
Please provide details of the fault and where possible attach pictures to your message.
How do I arrange a return?
Please contact us via our website to arrange a return.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with all the necessary information to arrange the return.
Please package the item securely.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches us. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
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 our error. For instance:
-If we sent you the wrong item
-If the item is damaged or faulty
-Where you are returning a substitute item which you do not want to keep
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 and 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 the testing process. Costs of posting the 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 know. We take complaints very seriously and will do our very best to resolve your issue.