Our returns policy and refund procedure is outlined below.
If you receive an item that is not required, or if it is damaged, or incorrect in any way, please contact us in the first instance by email or phone. We will advise how and where to return any item, and any other instructions that may be helpful.
We offer a money-back Guarantee under the following circumstances:
Goods Damaged or Faulty: if the goods you receive have been damaged in transit or are found to be faulty we will replace or refund your purchase in full. This includes your costs for returning goods to us (up to a pre-agreed level).
Goods Not Required (UK): We will refund you in full provided that any unwanted goods are returned safely in their original packaging/condition; and that we are notified promptly of your wish to return goods (see below).
Goods Not Required (Worldwide): Same as UK except that we reserve the right to deduct 20% of your total order value for handling/re-stocking.
Note: our Guarantee excludes the cost of returning unwanted goods, returns from you damaged in transit or not received by us. It is your responsibility to ensure that we receive goods in satisfactory original condition.
To qualify for our Guarantee you must notify us within 10 days of receiving goods that you wish to return them.
Upon safe and satisfactory receipt of returned items, refunds are made back to the card used for the original purchase. These are made online through a secure, third party payment provider. We always aim to issue refunds promptly but actual processing times may vary between different card companies. We have no control over this so please allow 1-3 days for payment to appear back in your account.
You can cancel an order without penalty at any time, but if it has already been despatched, then you will be responsible for its return before we can refund you.