Returns & Refunds
You can return your purchased items within 30 days of delivery.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Unfortunately, we cannot grant refunds if:
- The item has obvious signs of use
- An item is not in its original condition, is damaged or is missing parts for reasons not due to our error
- An item is returned more than 30 days after delivery
Your order will include a returns slip with details of how to return your item to us.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
If your refund request is approved, then your refund will be processed within five working days of receiving the returned items, and a credit will automatically be applied to your original method of payment. The number of days it will take to see the refund on your account will vary depending on your payment provider.
Late or missing refunds
Sometimes banks and credit card companies can take a little while to post the refund to your account. If you haven’t received a refund in the time your bank usually takes to process a refund to your account, contact your bank or credit card company to chase the refund up.
If they are not able to see that the refund has been issued, please contact us at email@example.com.
We don't do exchanges - we have found it is more straightforward for the customer to return the items as per the process above, and place your new order via the usual process online.
Returning Damaged or Faulty Goods
If the item you have received is faulty or has been damaged in transit, please email us as soon as possible after taking delivery of the item to firstname.lastname@example.org and we will send details of how to return the item to us. NB - please retain the damaged item and packaging. Refunds can not be issued without proof of condition.
We will provide a replacement for faulty goods in the case that we have the correct item in stock. If not, we will send a refund.
To return your product, you should mail your product to the address listed on the returns document enclosed with your shipment, including the completed returns form. If you do not have a copy of this returns form, please email us at email@example.com and we will send you a copy.
You are responsible for the cost of your return shipping.
Please use an insured, tracked shipping service, as we cannot give refunds for items that arrive back to us damaged, or are lost in transit - if this happens, you will need to make a claim yourself with the carrier you used to send back to us. (NB - in our experience, if the goods are well-packaged, this almost never happens.)