Refund policy

We want you to be happy with your purchase and operate a no–quibble returns policy and if you return an item within 30 days* of receipt (*14 days for any sale items) - we’ll refund you within 48 hours of receipt of your returns (we do not offer free returns).

We will refund you within 48 hours of receipt of your return and email confirmation. 

Returns Process:

• Submit a return request
  

Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.  Log in to your account:

1. In the Email field, enter your email address, and then click Continue.

2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.

3. Go back to the online store, and then enter a six-digit verification code.

4. Click the order that you want to submit the return for.

5. If your order has more than one item, then select the items that you want to return.

6. Select a return reason and add a note for the store (please select "other" if you are exercising your withdrawal rights as you do not need to give a reason).

7. Click Request return. We will email confirmation that your return request is approved then please wrap the item carefully and return to us.  After we recieve the item/s back we will initiate a refund which can take up to 5 working days to appear in your bank.  We will email confirmation that that your refund has been processed.

 

Returns Policy:

For a full refund, the items must be returned to us in the original packaging, unopened.

The item needs to be received back within thirty days from the day the parcel was delivered (or 14 days for sale items).  

We will refund the price of the product but not the original delivery charge.  

We will consider the overall condition of the product being returned when making a refund. We will not accept returns outside of the 30 days returns period (14 days for sale items) and will return them to you.  We may withhold up to 20% of the purchase price of the returned items should they be found not to be in their original condition and original packaging and therefore not fully resalable.  This means all returned items must be in their original packaging and all labels attached to the items.

Please do not attach paperwork or returns labels to product boxes as we will deduct 20% if boxes are damaged due to this.

Any refunds will be made within 48 hours of receipt of the returned goods and will be made to the original card that the payment was made with and confirmation emailed to you.

We take pride in everything we do but if you find an item is faulty then please call us 01949 842 300 and we will be able to assist with a replacement or a refund. Please do not return a faulty item without contacting us first, we usually require a photograph of the fault before contacting the supplier.  We will provide a postage paid returns label if the return is a result of our error in sending incorrect items, or the goods are faulty and need to be returned. 

EU Right of withdrawal: a 14-day cooling-off period

• If you buy a product or service online (in legal terms a “distance contract” or “off-premises contract”) you have the right to withdraw. This means you can cancel the contract within 14 days without providing any justification (the "cooling-off period"). For goods this means 14 days from the date of delivery. If the cooling-off period expires on a non-working day, your deadline is extended until the next working day.
  
• If you decide to return the product within the 14-day cooling period, you are responsible for the costs of postage and packaging.
• Condition of Goods: Consumers are expected to handle items with care. While they can inspect the goods to verify their nature and function, the seller can deduct a fee if the items are used excessively or damaged
• Visit your order history and request a return
• We will email you to confirm your withdrawal request

Faulty or incorrect items 

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Sorry! It doesn't happen often but occasionally we make a mistake and send a wrong item or something arrives in less than perfect condition.  

Please call us on 01949 842 300 and we will email a pre-paid returns label and arrange to replace the item as soon as possible