Returns and Refunds Policy
If you are thinking of returning an item, this page explains the most important steps in making sure that we are able to issue a refund or send replacement.
Please note that this policy exists in addition to your existing
statutory rights, which remain unaffected.
This policy does not apply to Business Customers.
100% Satisfaction
We are confident that you will be pleased with your purchase and are happy to have any items that do not meet your expectations returned to us for a refund.
Avoiding Returns
To avoid the hassle and cost of returns we kindly ask that you bear in mind the following:
- For technical reasons it is not possible to display 100% colour accurate pictures and some deviation may occur.
- Make sure you read the description and measurements as pictures can sometimes be misleading in terms of product size.
- If you spot a mistake or inconsistency in the description, please tell us so that we can clarify and correct the error.
- Have you considered ordering just one of each item you are interested in as samples?
What items cannot normally be returned?
The following items/services are generally excluded from this policy or returns in general:
- Partially used gift vouchers
- Items that were sold as defective, sub-standard or damaged (usually at a reduced price)
- Items bought at auction (rather than 'buy it now') through eBay
- Orders 'not as expected' where a sample was obtained beforehand
- Multi-item orders 'not as expected' where a smaller sample was not obtained beforehand to ensure suitability (e.g. wholesale or bulk buys)
- Optional delivery upgrades such as 'Next Working Day' delivery - i.e. only the 'Standard' or 'Bulk' fees will be refunded if you chose the 'Next Working Day' option (unless NWD is the only or cheapest option)
Your right to return
Ordered an item, but have no use for it?
Made a purchase, but the products turned out unsuitable?
Change of mind?
Not exactly what you expected?
We are pleased to offer our simple 7 days 100% Satisfaction returns policy for these situations.
Under the Distance Selling Regulations you have, as a consumer, an unconditional right to return within a 'cooling off' period of 7 working days. This period starts on the day after you receive your order.
Please tell us about your wish to return the goods within the 'cooling off' period and take good care of the products by following these steps:
- Please do not use the products. If you have ordered several items of the same type and they come in sealed packaging then you should have opened at most one of them to check the product.
- Please keep the products out of adverse conditions. Smell (e.g. cigarettes), dust, steam, water and many others can seriously affect their resellability and thus our ability to provide a full refund for them.
-
Please do not open any free gifts that you may have received with your order.
These should also be returned to us in original condition with fully intact wrapping if applicable.
Alternatively you may keep them at their regular purchase price. - Please wait for our return instructions. You should include identifying information such as your email address, order or transaction numbers, etc on a note inside the return parcel.
- Please ensure that you repack the goods sturdily and replace the old outer packaging if it is in bad shape or torn. Corners and edges should be completely sealed with strong packing or sealing tape.
- You are responsible for the return postage costs.
- Post items back as soon as possible for efficient processing (see below).
- Any carrier is acceptable, however we strongly suggest the use of an expedited courier or similar service that provides sufficient proof of dispatch, tracking and delivery as you deem appropriate, and a sufficient level of compensation to insure you against any loss or damage.
- Please let us know when items have been sent and provide us with any available tracking information. This will help just in case there are any delivery issues.
Should you change your mind and decide to keep the items, please let us know.
If we are unable to contact you after providing return instructions
we may also consider this a change of mind.
Otherwise we would reasonably expect to hear from you within 7 days with confirmation
that the goods have been posted, or if you cannot make the return within this time.
Please note that a handling/restocking fee may
need to be applied if goods are sent back later.
On receipt of the return goods, a full refund
(including delivery charges, see limitation on 'Next Working Day' service above)
will be made by original means of payment.
If you are making a partial return, then please note that delivery charges will in
most cases not be refunded. A deduction may also be made if the remaining part of
your order is now below the free/discounted delivery threshold
(£80 incl. VAT for UK delivery at time of writing)
or below another discount threshold.
Similar applies to multibuy discounts.
Unwanted Gifts
If you are the receiver of a gift and don't like it, you may contact us for
a return and nobody else will ever know. The refund will be sent to you directly, but please
be aware that delivery charges can unfortunately not be refunded in this case.
Please also see the above for general return instructions.
If on the other hand your gift is damaged or short-delivered then please ask the sender of the gift to contact us directly, following the instructions below.
What if it's our fault?
We may have sent an incorrect item, a product arrived damaged, or the quantity was incorrect. These are very regrettable situations which we will try to resolve with you.
You must notify us within 48 hours of delivery if this happens.
In these cases your reasonable return postage costs will be refunded if returns are required and replacements are of course also free of charge.
If you opt for a refund rather than replacement then we will refund the full amount paid including delivery charges (see restrictions above).
Incorrect Items
On rare occasion an incorrect item may be sent. If we don't notice ourselves later-on and you don't mind, then please feel free to keep the item(s).
On the other hand if you would like a replacement, please contact us as soon as possible. We will provide you with instructions on returning the wrong items and will post replacements on receipt thereof.
Damaged Items
All items are checked before they are packed and leave us in pristine condition. However, damage can occur during transit in which case we would ask you to contact us promptly with a description of the damages and, if available, digital pictures clearly showing any damages.
We will assess whether you should return the damaged items and post replacements as soon as possible. We may sometimes need to wait for items to be returned to use before sending replacements or issuing a refund.
Please note that if the damage cannot be proven we may need to charge a handling fee on the return and/or replacements goods.
Short-delivered Goods
We try to ensure that all orders are carefully handled at all stages. It can however happen that due to a simple miscount an incorrect amount is sent out.
If you discover short-delivery, please contact us within 48 hours from delivery and we will send the missing goods. Please note that we may need to consult with staff prior to despatch to validate the claim.
Returns Quick FAQ
Questions:
Answers:
- How long do I have to return the items?
- When you first tell us that you wish to return items, we will email you instructions, e.g. where to post. We think it should be reasonably expected that a return is made promptly and that you should be able to post the items back within 7 days. If you expect not to be able to do so, then please tell us.
- What if I don't return the items within that period?
- We will try to contact you regarding the return. If we are unable to contact you then we may consider this to indicate a change of mind. Please note that a handling/restocking fee may need to be applied if goods are sent back later.