Refund policy

 

Return and Refund Policy

1. Statutory Rights

This policy does not affect your statutory rights as a consumer under UK law, including those provided by the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

2. Faulty Goods

If you receive faulty goods, you have the following rights: 

Within 30 days of receipt:
You have the right to reject the goods and receive a full refund, including any standard delivery charges.

Within 6 months of receipt:
If a fault develops, you're entitled to a repair or replacement. If this isn't possible or is unsuccessful, you can then claim a full or partial refund.

After 6 months:
You may still be eligible for a repair or replacement if you can prove the fault was present at the time of purchase.

3. Non-Faulty Goods

For non-faulty goods purchased in-store, returns are accepted at our discretion according to the following terms:

  • Returns must be made within 28 days of purchase

  • Items must be unused, in original packaging, and in a resalable condition

  • Proof of purchase is required (receipt or order number)

  • Refunds will be issued to the original payment method

4. Online Purchases

For goods purchased online, over the phone, or by mail order:

  • You have the right to cancel your order within 14 days of receiving the goods

  • You must notify us of your intention to return within this 14-day period

  • You then have an additional 14 days to return the item

  • Refunds will be processed within 14 days of receiving the returned goods

5. Exclusions

The following items cannot be returned unless faulty:

  • Custom-made or personalised goods

  • Sealed items that have been opened (for health or hygiene reasons)

6. Return Shipping

For online purchases, we will refund the cost of standard delivery for returned faulty goods. For non-faulty goods, return shipping costs are the responsibility of the customer unless otherwise stated.

7. How to Return

To initiate a return:

  1. Contact our customer service team to obtain a return authorisation number

  2. Package the item securely, including all original accessories and documentation

  3. Include the return authorisation number and your order details

  4. Ship the package to the address provided by our customer service team

8. Refund Processing

Refunds will be issued to the original payment method within 14 days of receiving the returned goods. For faulty goods, we will refund the full price of the product and any standard delivery charges.

9. Exchanges

We offer exchanges for items of equal or lesser value, subject to availability. If exchanging for a higher-priced item, you will need to pay the difference.

10. Contact Us

If you have any questions about our return and refund policy, please contact our customer service team. This policy is effective from 1/8/2024 and may be updated periodically. Please check our website for the most current version.