1.1 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.
1.2 Any used goods are exempt for refund or exchange due to health and hygiene reasons.
1.3 Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
1.4 Any goods that were ordered under our special sizes scheme cannot be returned. Regulation 13 under the Distance Selling Regulations states’ that goods made to customers own specifications are excluded from cancellation rights. This does not affect the consumers rights to redress under the Sale of Goods Act if the goods do not conform to the contract
1.5 To complete your return, we require a receipt or proof of purchase.
1.6 There are certain situations where only partial refunds are granted (if applicable).
2.1 Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
2.2 Any item that is returned more than 14 days after delivery.
3.1 All goods carry a standard 12 month manufacturer guarantee against faulty workmanship.
3.2 Nothing in these conditions will affect your statutory rights relating to faulty or misdescribed goods. For further information about your statutory rights visit your local Citizens Advice Bureau or www.citizensadvice.org.uk.
4.1 If the product you have purchased develops a fault and the damage is not assessable from a photograph, then we may need to inspect the product. As the assessment is carried out by an independent specialist there will be a £30 charge payable. If the product is less than 6 months old , we will arrange an inspection and the customer will only be liable for the charge if the product is found to be not faulty. If the product is more than 6 months old, we would require the customer to pay a deposit of £30.00. If the product is found to be faulty, the inspection deposit will be refunded.
5.1 To make a claim under any guarantee or warranty, we will require details of the order number, a copy of your receipt, a copy of the order confirmation, or a copy of the confirmation email. Without this we cannot guarantee we will be able to trace your order details, which may result in us not being able to verify your claim.
6.1 The Consumer Protection (Distance Selling) regulations 2000 gives you the right to cancel an order purchased from our website. Your cancellation rights begin once the order has been placed and ends 14 days following the day of receipt.
6.2 Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
6.3 If you would like to cancel an order, but have not yet received delivery, these orders will be subject to a minimum £100 cancellation fee.
6.4 If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
7.1 If you haven’t received a refund yet, first check your bank account again.
7.2 Then contact your credit card company, it may take some time before your refund is officially posted.
7.3 Next contact your bank. There is often some processing time before a refund is posted.
7.4 If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
8.1 Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
9.1 We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and we will arrange to have your items collected.
10.1 If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
10.2 If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
11.1 To return your product, you should mail firstname.lastname@example.org.
11.2 You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
11.3 Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
11.4 If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
12.1 All products and services are subject to availability and may be withdrawn at any time.
12.2 Any goods that we are unable to supply will be refunded in full.
12.3 Any items that are not in stock have a lead time . This lead time is estimated and supplied to us by the manufacturer. The manufacturer aims to to supply us within this time, however this is not always possible and we will notify you as soon as possible.