Refunds & Returns
Our Returns 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 09/01/2017.
It is important that you check your order or items upon receipt and
always before use. If any errors occur or issues arise then these need to be
reported to us immediately so that we can investigate.
Before attempting to return an order, you will need to contact our
customer service team to request a returns authorisation number. Without this
number it can be difficult to process your return meaning that the process may
Your statutory rights
Our Returns Policy does not affect your statutory rights.
For more information about your other
statutory rights, please visit the UK Government's website at: www.direct.gov.uk
contact Consumer Direct, the Government funded consumer advice service.
Right to Cancel
You have the right to cancel this contract within 14 days without giving
The cancellation period will expire after 14 days from the day on which
you acquire, or a third party other than the carrier and indicated by you
acquires physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to
cancel this contract by a clear statement (e.g. by selecting the appropriate
option in your account or a letter sent by post). You may use the example
model cancellation form below, but it is not obligatory.
Please ensure that the items you are returning are unopened and in any
original packaging. Unwanted goods need to be in pristine condition with
any retail 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:
14 days after the day we receive back from you any goods supplied; or
(if earlier) 14 days after the day you provide evidence that you have
returned the goods; or
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
What should I do if I receive an
We have high standards when it comes to packaging your order however
mistakes, do occur from time to time. Please accept our apologies if you have
received an incorrect item. As part of our customer objectives, we will do our
upmost to resolve your query with speed, ease and with absolute minimal
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. Our aim is to provide the best
solution for you as quickly as possible.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit
it is possible that problems may arise. Please accept our apologies if you have
received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and
contact us immediately. Refusal may actually result in a delay of the parcel
You can contact us through your account using the online message centre.
Please attach any pictures you have of the damage to the message. A member of
our team will review the details and offer the best resolution to resolve your
How do I report a fault with my
Please accept our apologies if you believe there is a fault with your
item, we take all complaints regarding the quality of our products seriously
and we will need to investigate the reported fault in more detail.
In order to do this we ask that you contact us through your account
using the online message centre. Please provide details of the fault and where
possible attach pictures to your message.
How do I arrange a return?
Please contact our Customer Service team to arrange your 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 a
unique returns authorisation number and all the necessary information to
arrange the return.
Please package the item securely and ensure our returns form is included
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 our warehouse. Please therefore ensure that you send your item
back to us using a delivery service that insures you for the value of the
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, again 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.
If you are not satisfied with the way in which we have handled the
return or replacement of any item, we want to hear about this. Our aim is
to resolve the matter for you and ask that you please contact our Customer Service Department