Returns & Refunds
This page sets out everything you need to know about our returns and refunds process. Please read it carefully as the below, combined with our Terms and Conditions of sale, form the basis of our contract with you.
You have a legal right under the Consumer Contracts Regulations 2013 to change your mind within 14 days and receive a refund. This 14-day period starts after the day you (or someone you nominate) receives your order, unless your order is split into several deliveries over different days. In the case of the latter you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind.
Cancelling an order before dispatch
If your order has not yet been dispatched or processed by our warehouse, you can cancel your order for a full refund, including delivery charges.
In order to do this, please email our Customer Services team as soon as possible at email@example.com. Please include your Order Number, Name and Address when contacting us, along with your cancellation request.
If we have already dispatched the goods to your delivery address, unfortunately we can not provide a full refund until the products are received back to us in a resalable condition, as set out below.
Returning your order
If you wish to return your order after dispatch, you should first email our Customer Services team at firstname.lastname@example.org within 14 days of receiving your order.
Our team will provide a Returns Number, advise you of the correct return address and provide details of recommended delivery services you can use to return your order.
After you have received your Returns Number, you have 14 days to send the products back to us.
Once your items have been received back at our warehouse, they will be inspected for damage and should there be no issues, your refund will be processed.
Please do not send your purchase back before you contact our Customer Services team for a Returns Number.
To be eligible for a return, your items must be unused and in the same condition that you received them. They must also be in the original packaging.
Please wrap the items carefully to avoid damage. Your items must be returned using either recorded delivery, registered post or by courier, to ensure proof of delivery.
All refunds exclude original delivery charges, except where you have received damaged or missing items.
You are responsible for paying for your own delivery costs for returning your items.
We don’t currently offer an exchange service. If you would like to exchange your ordered items for something else, the best option is to place a new order for the required items and request a refund for the original order using the process detailed above.
All undeliverable or refused orders will be treated as a return, with the same policy applied as returned items.
If the courier is unable to deliver due to you providing an incorrect address, or you have requested an order cancellation after dispatch, we reserve the right to charge for the goods and delivery costs where items are lost by the couriers.
In the above examples, where items are returned to us, we also reserve the right not to refund any shipping charges we incur. We will refund the price of goods where these are returned as saleable.
Once your return is received at our warehouse and inspected for damage, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed by our team within 48 hours. A credit will then be automatically applied to your credit card or original method of payment. It can take up to 10 working days to see the credit applied, depending on the card provider, and this is outside of our control. However, the majority of refunds should clear within 2-3 working days after the refund has been processed, in our experience.
Late or missing refunds
If you haven’t received a refund yet, please check your bank account or card statement carefully to ensure nothing has been missed.
The next step would be to contact your credit card company or bank directly, as they will be able to give you more accurate information on when your refund will be posted to your account.
If you’ve done all of this and still have not received your refund, please contact our Customer Service team at email@example.com and we will look into it further.
Need further help?
If you have any questions related to refunds and returns, feel free to contact our Customer Services team at firstname.lastname@example.org.
You can see more answers to Customer FAQs by clicking here.
Our full terms and conditions of sale can be found by clicking here.