How do I return a product?
Before returning any products to us contact us first with your order and invoice details and reasons for wanting to send your purchase back to us. You will need to obtain a returns reference number in order to complete your return. Please use the form on the Contact Us page
When can I return a product?
Your return should be accompanied by the returns reference, your proof of purchase, your name, address and phone number, customer account number and order reference number (most of this information should be detailed on your invoice). Transport packaging should be sufficient for the method of carriage. We cannot accept any responsibility for damage caused by your carrier.
According the EU regulations consumer goods come under the clause of a 14 day cooling of period where you can return without justification.
The regulation also states:
“You must send the unused goods back within 14 days of informing the trader.
Some traders may not charge you for returning your goods. However, they should tell you in advance (before you order) if you will have to pay if you decide to return your order. If they don’t tell you that you must pay for your return, the trader will have to pay for it. You don’t have to pay any other charges that you were not informed of.”
BY AGREEING TO OUR TERMS AND CONDITIONS AT CHECKOUT YOU ARE ALSO AGREEING TO THE FOLLOWING STATEMENT:
If I change my mind…
- If it is less than thirty days since your purchase then you can return them to us providing they are unused and in the original packaging with all of the component parts and any promotional items received. A Restocking fee will be levied and will be equal to at least £10 or 10% of the value of the order whichever is greater.
- Certain items are unfortunately excluded from this offer; anything that has been made to your specification or is clearly personalized or any audio or video recordings or computer software that has been unsealed. Also anything that is liable to deteriorate or expire rapidly or by its very nature cannot be returned.
- Carriage charges for unwanted returns will be at your expense.
If the product is faulty…
If the goods are faulty or have become faulty and are within their warranty period, normally 3 months from the date of purchase; then please contact us with details of the fault. Our Customer Services Team will get back to you and arrange for the goods to come back to us for repair or replacement if a repair will not be possible.
If the product has been damaged in transit…
Should you receive any parcel from us that contains damaged goods this should be notified to Customer Services, as soon as possible, but no later than 7 days from receipt. The Customer Services Team will arrange for the collection of the item. If you have used an item damaged in delivery, we will consider that you have accepted it and you not be entitled a replacement.
If I have received an incorrect item…
If the contents of your delivery differ from what you were expecting or what appears on your invoice, please advise us of the item you expected to receive and the item you actually received. Our Customer Services Team will get back to you with a returns number and return address.
If I am missing items from my order…
Should any consignment be sent to you incomplete please contact our Customer Service Department immediately or at least within 7 working days, they will be pleased to investigate this for you and to arrange for the completion of your order. Please be aware that back-ordered items that are “to follow” do not constitute shortages.