1.1 We understand that from time to time you may wish to return a product to
1.2 We have created this policy to enable you to return products to us in
1.3 This policy shall apply to all of our customers, irrespective of their
1.4 This policy shall apply to all orders submitted through our website.
1.5 This document does not affect any statutory rights you may have as a
consumer (such as rights under the Consumer Contracts (Information,
Cancellation and Additional Charges) Regulations 2013 or the Consumer
Rights Act 2015).
2.1 If 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 and
receive a refund in accordance with this policy if:
(a) we receive the returned product within 30 days following the date of
dispatch of the product to you. Return time may be extended under
some circumstances, such as remote countries;
(b) 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;
(c) you comply with the procedure set out in this policy in relation to the
return of the product; and
(d) none of the exclusions set out in this policy apply.
- Returns procedure
3.1 In order to take advantage of your rights under this policy, you must contact
us to obtain a return authorisation number, and then send the product to us
with a covering note quoting that number.
3.2 Products returned under this policy must be sent by the same shipping
provider, as used by us, to the address that will be provided by us in reply to
the return notification email actioned by you.
3.3 You will be responsible for paying postage costs associated with returns under
4.1 The following types of product may not be returned under this policy:
(a) any product made to your specification;
(b) any product personalised or adapted for you; or
(c) gift vouchers.
5.1 We will give you a refund for the price you paid to us in respect of any
product properly returned by you in accordance with this policy.
5.2 We will not refund to you the original delivery charges relating to the
5.3 We will not refund to you any costs you incur in returning the product to us.
5.4 We will usually refund any money received from you using the same method
originally used by you to pay for your purchase.
5.5 We will process the refund due to you as soon as possible and, in any event,
within 30 days following the day we receive your returned product.
- Improper returns
6.1 If you return a product in contravention of this policy, and you do not have
any other legal right to a refund or exchange in respect of that product:
(a) we will not refund the purchase price or exchange the product;
(b) we may retain the returned product until you pay to us such additional
amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days
of issuing a request for payment, we may destroy or otherwise dispose
of the returned product in our sole discretion without any liability to