Winner of the BETA Business Awards 2017 'MAIL ORDER/Internet Retailer of the Year' Award
If you need to return an item to us for exchange or refund, please print off the RETURNS FORM, complete it in full and return it to us with your goods.
Please note that you need to return the item(s) to us within 14 days from the date which you received them, including any free gifts or promotions received with the goods you are returning. You are responsible for the goods until they are restored to us, and must ensure you take reasonable care of them, returning them to us at your expense unsoiled, unused and in their original packaging (including any sealed packaging if applicable). Goods returned after 14 days (but less than 30 days) will be issued a store credit voucher. Items returned without authorisation after 30 days or with defaced/damaged packaging will not be accepted and will be returned to you at your own expense. If in doubt, please phone or email for advice before returning an item to us. We strongly recommend that all returns are registered and insured when sent as we are unable to compensate for lost or damaged parcels. Once the order has been safely returned to us, we will refund your original payment method as soon as possible for the cost of the goods (please note this can take upto 30 days during very busy periods but is normally approx 7 days). The following items are non returnable: Any specially ordered, altered or personalised goods.
If you feel that a product is faulty, please stop using it immediately and contact us with your concern. If you continue to use the product after discovering a fault, it will be deemed that you have accepted the goods in their damaged condition. Please follow the same returns procedure as above, but do not return the item to us until we have contacted you about it. We will either ask you to send the item back to us or arrange for the item to be collected (at our discretion) If sending the goods back yourself please ensure that the item is adequately insured as we are unable to compensate for lost or damaged parcels. If on inspection we find the goods to be defective, we will refund the purchase cost of the goods and postage to you. We reserve the right to seek the opinion of the manufacturer of the goods or another knowledgeable party, prior to a decision being met if it is not clear that the goods are faulty or have been damaged due to misuse or neglect. It may take up to 28 days to process your return, but we will do our best to rectify the matter as quickly as possible. If the goods are found to be perfect and in full working order, or have been damaged as a result of misuse or neglect, then you would be liable for any costs we have incurred and the cost of returning the item to you.
PLEASE NOTE: Goods returned under complaint will not be processed unless they are clean and dry due to the health and safety at work act 1972. If goods arrive in this state, then you will be liable for the costs to return the item to you for cleaning before any further action can be taken.
Please see DELIVERY INFOMATION.