Returns Policy
Unwanted items
We are happy to accept back any unwanted items for refund, within 28 days of purchase, providing the following terms are met:
- The goods must be in their original packaging and in a re-saleable condition (with any seals or wrapping unbroken).
- You are able to provide a valid proof of purchase – this can be your order acknowledgement email or the packing note inside your parcel.
- You are responsible for the cost of returning the goods to us and must ensure that they are returned in protective packaging, as damaged items will not be accepted back.
- Gift Certificates are non-refundable.
- Returning multiple items may incur a 10% restocking charge if you fit the criteria of a business user. For details on returns of large quantity / non-consumer purchases please see our Terms & Conditions page.
If you need to return an item, please contact us with your order number and details about the product you would like to return. We will respond with instructions for how to return items from your order.
All refunds will be applied to the payment method that was used to purchase the item.
Damaged in transit
We strive to ensure all your purchases reach you in satisfactory condition. In the event that a product arrives damaged, please notify us within 24 hours via our contact us form. We will then advise on how best to proceed. If the damage is immediately apparent when delivery is attempted, please refuse the parcel.
Please check all contents on receipt of your order.
We are unable to accept a return of goods damaged in transit unless you notify us within 7 days of receipt of your order.
Faulty items
If you have bought an item which you believe to be faulty, please let us know as soon as the fault becomes apparent so we can help.
We will accept back faulty items within a reasonable period of time - Typically, within 90 days of the original purchase - but this time-frame will vary depending on the product.
You must be able to provide a valid proof of purchase – this can be your order acknowledgement email or the packing note from inside your parcel.
We reserve the right to inspect the product before accepting it back for refund or replacement. If our inspection confirms a fault, we will offer repair, replacement or refund (either full or partial depending on usage).
If an item is not deemed faulty following inspection, then we are unable to offer a replacement or refund. A reason will be given as to why the product is in dispute. We will return such items to the customer at the customer's cost. 'In Dispute' items will be retained by us for 28 days from the date of notification to the customer that no fault has been found, and may be destroyed by us after this time, where the cost of re-shipping the item to the customer has not been received.
If you need to return an item, please contact us with your order number and details about the product you would like to return. We will respond with instructions for how to return items from your order.
Items received in error
Upon delivery, it is the customer's responsibility to check the contents of their packages and inform us of any discrepancies at the earliest opportunity.
Please note that some items may be dispatched in an outer carton that differs in description to that of the items ordered.
In the unfortunate event that you have received the incorrect items, we will make arrangements to have the goods returned to us. If you choose to keep the incorrect items (or fail to facilitate their return), then you will be liable for the cost of those items.