Refunds and Returns
Refunds and Returns
How long does a refund take?
We aim to process all returns within 7-10 working days of delivery to us, at which time we will issue a full product refund or exchange and will follow-up with a return confirmation e-mail.
All refunds will be processed via the original payment method. Please note we are unable to contact customers as soon as your item arrives back to us, but only once your refund/exchange has been issued. We aim to be in touch within 10 working of receipt into our office. Please note this may be extended during busy periods such as Christmas and New Year.
Can I get my shipping fees back?
We regret to inform you that any original shipping fees or return shipping charges are non-refundable unless the error was made on our part. In the rare event that you do receive an imperfect item, please do contact us at your earliest convenience. In such an event, we prefer to remedy on a case-to-case basis to ensure the best customer service and overall satisfaction.
I returned an item and it was incorrectly refunded or replaced We're really sorry if we've made a mistake with your exchange/refund. Please e-mail us or call us on 01792 587796 so we can fix this for you right away.
I have received a faulty item
We are truly sorry if you have received a damaged item from us. We can only assume this occurred during the manufacturing process and has somehow slipped through the net. Please send us a message so we can arrange the necessary returns and replacements for you.
I have received an incorrect item in my order.
We are very sorry if we've made a mistake with your order. Please send us an e-mail so we can fix this for you right away.
Do I have to pay for return postage?
Unfortunately, we're unable to cover return postage costs unless your item is faulty. Customers are urged to hold onto proof of postage as we're also not responsible for returns lost in the post. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return.