Returns and Refunds
If you wish to return an item for exchange or refund, please read the instructions below carefully. This will allow us to deal with your returns quickly and effectively. We aim to provide a smooth hassle-free returns policy, to ensure your shopping experience is an enjoyable one.
How do I arrange a return for an unwanted or exchange item?
We are happy to accept returns up to 30 days after delivery for goods that prove to be unsuitable. We will then offer an exchange or refund if the goods are as new and have not been used. Unfortunately, we cannot cover or refund postage costs in these circumstances.
Download our returns form, print and complete the form stating your reasons for the return and the action you would like to take (exchange or refund). Send your items back to us along with the completed form and a copy of your receipt. We will then process the return and take the action you have specified.
What should I do if I receive an incorrect item?
We pride ourselves on adhering to high standards when it comes to picking and packing your order, however, mistakes do occur from time to time. Please accept our sincerest apologies if you have received an incorrect item. We understand that it is frustrating to not receive the correct item and we will do our upmost to resolve your issue with speed, ease and with the absolute minimal inconvenience.
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.
Download our returns form, print and complete the form stating your reasons for the return. Send your items back to us along with the completed form and a copy of your receipt. We will then process the return and send out the corrected item.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is unfortunately possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not accept delivery and mark the goods as damaged with the courier and contact us immediately to advise that this has happened.
You can contact us via e-mail at email@example.com or call 01773 521521. 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 query.
How do I report a fault with my product?
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 on firstname.lastname@example.org or call 01773 521521. Please provide details of the fault and where possible have pictures available.
Once we have done further investigation of the problem, we will offer the best solution to you.
Will you refund my postage costs to return an item?
We will be happy to refund postage costs to return an item where the return is required due to an error on our part. For instance:
If we sent you the wrong item
If the item is damaged or faulty
We will not refund postage costs to return items which are unwanted or no longer required, or you have ordered the incorrect item. 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.