Returns Policy / Requests
We have thousands of happy, satisfied customers so we’re confident that you will be pleased with your purchases from us however, there may be occasions when you will need to return items to us and we like to make the process as easy and as convenient as possible.
Should you wish to return an item, please read our returns policy below and contact us through the ‘ask a question’ link or call us on FREEPHONE 0800 774 7111. Our Customer Service team are available 08:00 – 18:00 Monday to Friday.
IMPORTANT – Always contact us first if you want to return an item. Items that are returned without communication will undoubtedly fall outside of our processes and will cause a delay in rectifying the issue.
If You Change 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 Regulations you can do so provided you inform us of your decision within 14 working 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 the Consumer Contracts Regulations give you 14 calendar days to do so, at your own expense. Goods are refunded within 72 hours of us receiving these back and only to your original payment method.
When you return an item it is advised that you use a tracked postal service. Until the item is received by our Returns Department you remain responsible for the item therefore having a tracking number is invaluable. 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.
Items Faulty On Arrival
If your items are faulty on arrival, then under The Consumer Rights Act you have 30 calendar days in which to inform us of the fault. Our team will advise whether the item should be returned for inspection or whether photographic evidence is sufficient. We advise that items should be returned with their original packaging complete with all accessories and documentation. Our team will advise whether your return should be sent back to us and will therefore arrange the reimbursement of reasonable carriage costs or whether you qualify for a collection.
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 equal to the initial carriage cost. If however we verify the reported fault, we'll issue a replacement or full refund to you via your original payment method usually within 72 hours of receiving the goods.
Items Faulty In Warranty Period
If any of your purchases develop a fault, and it's more than 30 calendar 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, you will receive replacement goods. Please note that in this case you will be liable for the cost of the return to us, while we will cover the cost of sending the item back to you once repaired or replaced.
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 24 hours 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 to accept the goods. If you do not have time to check the goods upon delivery, it is best to sign for the goods as 'UNCHECKED'.
To help process your claim as quickly and efficiently as possible we ask that you email us both pictures and a brief explanation of the damage to the product. We will advise whether the item should be returned to us or whether you would qualify for a collection. Either way items should always 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 any reasonable return carriage costs.