We recognise their may be circumstances under which you wish to cancel your order or return a product to us. We have a flexible returns policy to try and make this as painless as possible. The sections below describe our policy under a range of circumstances, if you do not find the information you need here or don't feel any of these circumstances apply, please do not hesitate to contact us.
Refunds must be agreed with us prior to the return of the goods. This is to ensure that we keep track of returned goods, process refunds effeciently and give you the best possible service. If you wish to return an item, please contact us as soon as possible after the receipt of your goods.
Please Note: Returned goods must be in the same condition they were delivered to you. Returned products cannot be accepted if they have been used, soiled, damaged or acquired an odour(i.e. smoke) whilst in your possession unless being returned under warranty. In these circumstances please refer to the warranty documentation supplied with your product.
You are free to cancel your order at any time and for any reason before your order has been dispatched. The cancellation must come from the person who placed the original order. To cancel and order, please send an email to firstname.lastname@example.org quoting your original order reference.
Damaged or Faulty Goods
In the unlikely event that one of our products reaches you in less than perfect condition, you may return it to us within 28 days of delivery for an exchange or refund. Please note, to protect our customers we can only refund to the original payment card. We will arrange for the item to be collectred from you and returned to us and we will cover the cost of this.
Unwanted or Unsuitable Goods
You are free to return unwanted goods in a new and unused condition within 28 days of delivery for an exchange or for a refund. Please note, to protect our customers we can only refund to the original payment card. We are also unable to refund any return postage or delivery charges. We recommend using a recorded delivery service or equivalent as we can not accept responsibility for goods lost in transit. If your item is excessivley large or heavy, please telephone us to arrange a courier pickup.
Where a full refund is the suitable course of action we have a statutory obligation to refund payment to the card used to pay originally within 28 days of the return of the goods. However we do not believe it is right to hold your money for longer than necessary and so a refund will be provided as soon as possible.
Please Note that refunds are processed by credit & debit card companies less quickly than sales. A refund may take up to 10 days to appear on your statement after it has been authorised.
If you would like to exchange your goods for another item then we would normally have to wait for the original goods to be returned to us before sending out your exchange. If the item you have requested is not in stock then we will refund your card.