For Online Purchases

Your Right To Cancel

In the UK you have a legal right, under the Consumer Contracts Regulations June 2014, to cancel your order within fourteen (14) days following your receipt of the goods. Refunds for orders cancelled under the provisions of the Consumer Contracts Regulations will be processed in accordance with your legal rights.

You may not cancel orders for the following types of products:

• Customised or bespoke Products

Under the Consumer Contracts Regulations June 2014 you have a duty to take reasonable care of Products whilst they are in your possession. You will receive a full refund of the purchase price of the Products.
This is not intended to be a full statement of your rights under the Consumer Contracts Regulations. Full details of your rights are available from your Local Authority’s Trading Standards Office.

How To Return A Product

Request a collection through our team.

It is easy to return your unwanted goods within your 14-day‘ right to cancel’ period.

We can accept goods back if:

• The goods are in a resellable condition
• The goods have not been used

Please ensure that the goods are suitably packed for collection and in the original box.
You will need to let our Customer Care Team know the following:

• What available collection dates are suitable for you
• The online order number
• The collection address

To arrange a collection please contact a member of our Customer Care Team.
If you are not at home when we try to collect, we reserve the right to deduct from your refund or charge your credit card the direct costs to us of the failed return in accordance with the Consumer Protection (Distance Selling) Regulations 2000.
Once the goods are returned to our Distribution Center it will take 24-48 hours to process the return. Your refund will then be processed to the original payment method within 3-5 working days.

Where can I get returns form?

Don’t worry if you can’t find your returns form, simply click here to access the relevant form and follow the instructions, not forgetting to make note of your order and RMA number as we need your details to process any return. Then pop the note in your parcel with your goods.

What Gets Refunded

If you would like to arrange a collection of the item, a refund for the purchase price of the product, along with any standard delivery charge of that order will be issued, less any relative discounts applied to the original order and less any collection charges. Any FREE items included as part of the original order must also be returned in order to receive a refund. If any items are not returned, we reserve the right to deduct this from the value of the refund.

If your cancellation request is received before your order has been sent, we will issue you with a full refund. If your order has been sent already, you will be provided with an RMA number and instructions when you contact us. Any FREE items included as part of the original order must also be returned in order to receive a refund. If any items are not returned, we reserve the right to deduct this from the value of the refund.

Faulty Products

Damaged Products

We are sorry to hear that your order has arrived in a damaged condition. As we are sure you will appreciate, this is most definitely not what we wish for our customers.
To enable us to resolve this for you, please provide our Customer Care Team with the following information as soon as possible:

• An image of the damaged item for our investigations
• Images of any damaged packaging
• The online order number – this can be located on your order confirmation email and in your My Account
• A description of the damage
• If you would prefer a replacement item (stock prevailing), or a refund
• Part Number(s) (if applicable)
• What available collection dates are suitable for you
• Collection address

Please contact our Customer Care Team with this information.

Faulty Products within 30 Days

If any product you purchase develops a fault within 30 days, we will offer an exchange, refund or repair as appropriate, in accordance with your legal rights.
If you believe a product is faulty, you should contact our Customer Care team who will be able to arrange a collection for your item. Our policy on faulty products does not affect your statutory rights.

Faulty Products within 1 Year

We are sorry to hear that your goods have developed a fault. As we are sure you will appreciate, this is most definitely not what we wish for our customers.
If within 1 year of purchase you return the product with your order confirmation and, provided the fault is not due to customer negligence, we will provide either a replacement product or a full refund. Replacements are provided at no extra cost to you. This does not affect your statutory rights.

If you believe your goods are faulty our Customer Care Team will be able to arrange a collection of the faulty goods.
To enable us to resolve this for you as quickly as possible, please provide our Customer Care Team with the following information:

• An image of the faulty goods for our investigations (if it is a visual fault)
• Part Numbers (if applicable)
• The online order number
• A description of the fault
• If you would prefer a replacement item (stock prevailing) or refund
• What available collection dates are suitable for you
• Collection address

Please contact our Customer Care Team with this information.
If a faulty item is deemed to be caused by negligence, no refund (Product, delivery charge, nor return postage) will be made.