Returns & Refunds Guidelines
Returns Overview: You may return items in their original, unopened, and unused condition within 30 days of receipt. Please note that opened items cannot be returned due to health and hygiene reasons.
1. Procedure for Returning: To initiate a return, we recommend using the ‘Royal Mail Signed For’ service at your local Post Office. Ensure you retain proof of postage or receipt to address any potential delivery issues. Include a note inside your return package with your name, order number, and reason for return to expedite processing.
2. Costs for Sending Back: Customers are responsible for the return shipping costs, which are non-refundable unless the product is faulty. We reserve the right to decline refunds or exchanges if the returned item is not in a resellable condition, damaged, or opened.
3. Refund Process: Refunds will be issued to the original payment method. Once processed, it may take up to 5 business days (excluding weekends and bank holidays) for the refund to appear in your account, although it often reflects the same day. If there are delays beyond this period, please contact us or your payment service provider.
4. Dealing with Faulty Products: If you receive a potentially faulty item or encounter issues with your purchase, please submit a support ticket through our contact form. Our team will assist you and provide necessary return forms.
5. Important: All returns, whether due to preference or product faults, must be authorized through our ticket system. Returns without proper authorization will not be processed.
6. Sending Returns: For return dispatch, please reach out to us via the provided email or phone number. While you are responsible for return costs, we recommend using a tracked service, especially for items valued over £150, and ensuring they are insured. We are not liable for returns lost in transit.
7. For International Orders: We cannot be held responsible if customs in your country confiscate your order. Please verify your country’s regulations regarding the admissibility of ordered items. Refund or chargeback claims related to customs issues will not be entertained. It is the buyer’s responsibility to ensure compliance with local regulations.
This policy outlines our commitment to customer satisfaction while adhering to legal and practical considerations for returns and refunds.