Important Note: None of our below policies affect your legal rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
We have a flexible returns policy and if your item is unused and is in the same condition that you received it, we will accept returns within 30 days of receipt of the goods – no matter the reason for the return!
To start the returns process, please email email@example.com and let us know that you are planning to return your order, as we may be able to arrange a collection of the goods for you, or might have some useful packaging tips to avoid any damage during the transit! Where possible, please retain and reuse the original packaging.
When getting in touch with us, please confirm your name, delivery address and order number.
If shipping the return yourself, we will also confirm the correct returns address to send the goods to at this point. We recommend using a trackable shipping service as we cannot refund any items which we do not physically receive back.
Due to the size and weight of our products, the majority of the time it is easier and more convenient for you, if we organise a collection ourselves – which we will be happy to do.
Please note: All shipping costs are non-refundable. i.e. we will not refund any delivery charge already paid for, and you will be responsible for paying for your own shipping costs for returning your item. If you have asked us to arrange a collection of the goods, we will confirm the charge for this before finalising the collection.
Please note that the charge for the collection isn’t always the same charge as the original delivery, as courier companies often charge extra for third party collections.
If you go ahead and ask us to organise a collection on your behalf, this charge will be deducted from any refund. Unfortunately, if we have arranged a collection on your behalf but then the items to be returned aren’t available for collection or are not in a suitable condition to be collected by the courier, a collection fee will still be charged.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. As long as the order has been returned in a re-sellable condition within the 30 day timeframe, we will also notify you that everything is in order and we are all good to get a refund back to you!
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment. Please note that we do not collect or store any card details ourselves, but our payment provider has the ability to issue the refunds on our behalf.
If you have paid via BACS, we will ask you for your bank details to pay the refund into your requested bank account.
Late or missing refunds
Although all refunds will be processed as soon as the items have been returned to us and inspected, they can sometimes take approximately 5 working days to show on your account statement. This is normal and is industry standard for refunds, no matter the card issuer or payment provider.
In the unlikely event that you haven’t received a refund after 5 working days of our email confirming that the refund has been processed, please get in touch with us and we can confirm the exact date / time that the refund had been made and can check our payment system to see if there are any updates available.
All items are eligible for returns / refunds unless otherwise stated. We may occasionally sell damaged or returned products at a discount on the condition that no returns are accepted for these items. On these rare occasions, any changes to our normal returns policy will be clearly stated on the product page.
If you would like to exchange your items for another product, please get in touch with firstname.lastname@example.org. We will notify you if any refund or additional payment will be required as part of the exchange process.
The same rules apply to exchanges as usual returns, in that the products being returned must be unused and in the same condition as initially sold. Similarly, any shipping charges and/or collection fees are non-refundable.
We will only send out replacement products once the original order has been returned to us and inspected.
Let’s say you have paid £120 for your order (£100 for products and £20 for delivery) and decide you would like to return the products.
You get in touch with email@example.com within 30 days and ask for us to arrange a collection on your behalf. The collection charge is £25 and so we confirm via email that if you want to go ahead with the return, we will refund £75 of your order which is the cost of the products (£100), less the charge for the collection (£25).
Once the products are returned, we inspect them and approve the refund. You have effectively paid £45 (£20 for the original delivery, and £25 for the returned delivery).
Should you return the products yourself, we would refund £100. Meaning we would refund the cost of the products in full, but the original shipping charge is non-refundable.
If anything is unclear or if you have any questions, please contact us at firstname.lastname@example.org and we will be happy to help!