Returns

Returns

We understand that from time to time you may wish to return a product to us. We have created this 14 day returns policy to enable you to return products to us in appropriate circumstances.

This returns policy applies to customers in England, Wales and Scotland. This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000).  

Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:-  

• we receive the returned product within 14 days following the date of purchase of the product;

• the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact, with any labels still attached) and

• otherwise in a condition enabling us to sell the product as new;

• you comply with the returns procedure set out below; and

• none of the exclusions set out below apply. 
  

Returns procedure

In order to take advantage of your rights under this returns policy, you must:-   

-    You will need to complete the returns note that was included in your delivery. It would help if you provided a reason for the unsuitability of the item(s) as this would help us to develop our products and service. Always include a daytime contact number and email in case we need to contact you about the return.

-    Please make sure your items are securely wrapped. Parcels are returned at your own cost and we recommend you obtain a certificate of postage as items lost in transit will not be treated as returned. We cannot be held responsible for any damage to the item(s) in transit and item(s) must arrive in the condition in which they were received.

- You will be responsible for paying postage costs associated with returns under this policy, except in cases where we have acknowledged error.

- We will notify you via e-mail of your refund once we've received and processed the returned item.

- You should expect to receive your refund within 30 days of posting your package; however, in many cases you will receive a refund more quickly.

This time period includes the transit time for us to receive your return (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).   

Exclusions

The following kinds of products may not be returned under this policy:-

• Any personalised items

Online returns

Q - What if the item is faulty or damaged?

    Once your item has arrived, please inspect the condition of it. If, in the unlikely event that your item arrives damaged, you must leave the item in its cellophane wrapping and report the damage within 24 hours. Once this wrapping has been removed we are no longer able to accept responsibility and will not be able to offer you a replacement. If you think there is a fault, however small, please do contact us before opening your item.

Q - How long will it take to deal with my return?

    Once our returns team have received your parcel it may take up to five working days to process. Returns are dealt with in the order in which they are received. When we have received the accompanying Returns form or letter you will be notified by email or phone when any action is taken.

    If a new item(s) is being sent to you please allow upto an additional two working days for our courier to deliver your new item(s) to you. Any refunds may take a couple of working days to appear on your card or account.

Q - What is your returns address?

    Please contact us for a returns address.

Q - What if I've lost my returns form?

    Please contact us and we'll send you a replacement.

Refunds  

We will send you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy (including the original delivery charges and excluding the costs of returning the product to us). 

We will usually refund any money received from you using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your returned product.  

In the event that your order becomes lost in the postal system, we ask that you wait up to 21 working days from the date your order was dispatched before we can issue replacements or refund the missing order.