We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 21/12/2012.
Your right to change your mind
So you have purchased something from us that you found out you don't actually need! Not to worry. You have 14 days to cancel your order under our 14 day return period policy, which starts on the day of purchase. See below to view the steps you must take to return an item.
All items returned must be in there original condition, unopened and un-used.
Please ensure that when you receive an item that you take reasonable care of it when inspecting it. Any items that have been used, damaged or show any signs that indicate it is not in its original condition cannot be returned.
Wrong item received
Oh no! If you've received a wrong item by mistake then we apologise. This is very rare as we always strive to get your product to you on time with the correct package in the envelope!
To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day of purchase.
Damaged or faulty items
Prior to sending, we always thoroughly check all of our products to make sure they meet our quality benchmark. We wish to apologise if you have received your products damaged or faulty. We aim to resolve such issues as soon as possible.
If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next.
Our Returns Policy for faulty items upholds your statutory rights.
Item not received
This is very rare and we are sorry if your item has not been received. This is not common and we want to resolve this as quickly as possible for you.
To receive a refund or a replacement, you must inform us that you have not received your item within 21 days from the day on which you placed your order.
Your statutory rights
Our Returns Policy does not affect your statutory rights.
What to do to return your item to us
- Contact us through our contact page stating your full name, address, product returning, reason for the return and your order number.
- One of our team will shortly get back to you to authorize the return. Please do not send your product back till receiving authorisation from our team. Once authorized we will then confirm the address you need to return the item to with full details.
- Please package the item securely and include inside the package your order number, name and address
- Please obtain a proof of postage from the Post Office when you send your item to us. Proof of postage does not cost anything without it, however, we may not be able to process your refund or replacement in the rare event that your item is lost in transit
- If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item.
Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
What we'll do next
All products returned to us are checked by our Returns Department.
If you are entitled to a refund then we will refund the price of your item (including the original cost of delivery).
Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt.
We will refund the original credit/debit card/PayPal account used to purchase the item.
Cost of returning items
Please note that we only refund the postage costs for returning an item where:
- we sent you the wrong item, or
- the item is damaged or faulty; or
We will not refund postage for items found to be in good working order and due to a 'change or mind'. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we are very sorr and want to rectify the matter. Please contact our customer service representatives at firstname.lastname@example.org.