We want you to love what you have bought but if for some reason you* don’t, please notify us within 14 days of the date you received the item. The item must then be received by us within 14 days from the date you notified us of your intention to return the item. Please note that you are responsible for the costs of returning the items to us unless we delivered the item to you in error.
All return items must have original tags and packaging; and have not been installed, used, modified or damaged. As return shipping is your responsibility, you may want to obtain proof of postage and appropriate insurance as we cannot be held liable for items which are not received by us or are returned damaged during return transit.
We will refund you within 14 working days of our receiving the item in the original packaging and undamaged. We regret that original shipping costs and any additional costs such as express delivery and gift-wrapping cannot be refunded.
Some exceptions where we cannot accept returns are:-
1. Items that have been customised
2. Personal order for you only
3. Sale items
4. Sealed items where the seal has been broken after delivery
5. Gift Vouchers
6. An item that has been used beyond handling for the extent
necessary to establish the nature, characteristics and functioning of the item (such as you would, for example handle a display item in a shop).
What if my order arrives damaged?
We really do take care to make sure items are packaged securely to withstand damage during shipping. However, if an item looks damaged or parts are missing, simply contact us on 01608 662168 and email us at firstname.lastname@example.org a description and photo’s of the damages within 48 hours of delivery to arrange a free collection and return of the item or shipment of the missing part(s).
Please note that if your item appears only slightly damaged upon delivery, write "Package Damaged" when you sign for delivery. This is VERY important. If the package looks significantly damaged, you may refuse delivery of the package. The damaged package will be returned to us and where possible we will send you a new one. If you refuse delivery, please notify us straight away so that we can expect the return shipment.
What if my order is faulty?
If you have already accepted delivery and find your item is faulty, simply contact us on 01608 662168 and email us at email@example.com a description and photo’s of the damages within 48 hours of delivery to arrange a free collection and return of the item.
Replacement or refund
For faulty or damaged items, you have the option of a replacement (if available) or a refund. Should you opt for a replacement we will make every effort to obtain the necessary replacement(s) as quickly as possible at no extra cost to you. Alternatively if you opt for a refund, these are issued no later than 30 calendar days after receipt of the returned item(s) via the same method of payment used when you purchased the item(s). The refund will include the original delivery costs you incurred but we regret that any additional costs such as express delivery and gift-wrapping cannot be refunded.
Our goal is to make buying online easy, safe and efficient and in the first instance, we would always encourage you to please contact us and we will make every effort to resolve any issue.