Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to us as soon as you discover the damage, and within 30 days at the very latest. No claims can be entertained after this period. If the items are visibly damaged on receipt, please sign the carrier's delivery note as 'DAMAGED', or refuse the goods for return to us. If you do not have time to check the goods upon delivery, it is best to sign for the goods as 'UNCHECKED'. We advise that items should be returned with their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse you for reasonable return carriage costs. If the cost of return carriage is more than £15 then you may be eligible for a collection, if so please get in touch.
Items Faulty on Arrival
If your items are faulty on arrival, you have 30 days in which to inform us of the fault. We advise that items should be returned with their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse you for reasonable return carriage costs. If the cost of return carriage is more than £15 then you may be eligible for a collection, if so please get in touch. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you. In this instance you will be liable for the return carriage, and the items will not be re-sent until we have received payment.
Items Faulty in Warranty Period
If any of your purchases develop a fault, and it's more than 30 days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. Please note that in some cases it may be disproportionately costly to repair the goods, and so where this is the case, then you will receive replacement goods.
If you change your mind
Special Orders cannot be returned just because you have changed your mind.
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs) you can do so provided you inform us of your decision within 14 days. This period begins after you have taken delivery of the goods. The item must not be used and must be 'as new' when returned to us. We reserve the right to issue partial refunds, restocking fees or to refuse a return where items are not in ‘as new’ condition. Once you've informed us that you wish to return goods under the CCRs, you have to do so, at your own expense. Goods are refunded within 14 days of us receiving them back, and we'll issue a refund for the product only to your original payment method. Please email firstname.lastname@example.org to notify us of a return of goods. Alternatively, please download and complete our online form, then email the form to email@example.com.
It is advised that you use a tracked postal service as until the item is received by our Returns Department you remain responsible for the item. A suggested service for low value items (Under £50) is Royal Mail Recorded Delivery, for higher value items (Over £50) you may wish to consider using a courier
Please also see our Terms of Sale for the terms and conditions applying to any purchase you make on our website.