Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 09/03/2021.
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.
Before attempting to return an order you will need to contact our customer service team to request a return. To do this please email firstname.lastname@example.org and state the reason for the return along with your order number (this can be found in your receipt email or by logging into your account and going to ‘My orders’).
Your statutory rights
Our Returns Policy does not affect your statutory rights.
For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
Rights to cancel
You have the right to cancel this contract within 1 hour without giving reason.
The cancellation period will expire after 1 hour you purchased the goods.
To exercise the right to cancel, you can do it from your account by going to ‘My orders’ and click on ‘Cancel my order’. If the delay is passed and we noticed the order has not been shipped yet, you can inform us of your decision to cancel this contract by a clear statement via email to email@example.com and we will cancel it manually.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery.
We will make the reimbursement without undue delay and not later than 7 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes, do happen. Please accept our sincerest apologies if you have received an incorrect item. We will do our upmost to resolve your issue with speed, ease and with absolute minimal inconvenience.
We will review each issue individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our sincerest apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us via email to firstname.lastname@example.org. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
How do I report a fault with my product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this we ask that you contact us via email to email@example.com. Please provide details of the fault and where possible attach pictures to your message.
How do I arrange a return? How do I contact you?
Please contact our Customer Service team
to arrange your return.
Our team is available by live chat, email
or phone for you.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will confirm the return and provide you will all the necessary information to arrange the return.
Please package the item securely.
You will need to obtain a proof of postage receipt when you send your item to us.
Proof of postage does not cost anything but without it 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 a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our partners’ warehouses. Please therefore ensure that you send your item back to the address communicated using a delivery service that insures you for the value of the goods.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
- If we sent you the wrong item
- If the item is damaged or faulty
- Where you are returning a substitute item which you do not want to keep
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. 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 or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service team at firstname.lastname@example.org.