Thank you for shopping with us. If you are not entirely satisfied with your purchase, we are here to help. This policy outlines your rights and our procedures regarding returns, refunds, and exchanges in full compliance with UK consumer law.
1. Statutory Right to Cancel (“Change of Mind”)
Under the UK Consumer Contracts Regulations 2013, if you purchase online or over the phone, you have the right to cancel your contract and return your item(s) for any reason within a statutory cooling-off period.
- Cancellation Window: You must notify us of your decision to cancel within 14 calendar days from the day after you (or a designated third party) receive the goods.
- Return Window: Once you have notified us, you have a further 14 calendar days to send the items back to us.
Eligibility for Change of Mind Returns:
- Items must be returned in a resalable condition.
- You are permitted to inspect the goods as you would in a retail store. However, if the value of the goods is diminished as a result of handling beyond what is necessary to establish their nature, characteristics, and functioning, we reserve the right to deduct an amount from your refund to cover the loss in value.
2. Faulty, Damaged, or Incorrect Items
Under the UK Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality.
- Short-Term Right to Reject (Within 30 Days): If your item is defective, damaged in transit, or not as described, you have a statutory right to reject the item and claim a full refund within 30 days from delivery.
- After 30 Days (Up to 6 Months): If a fault develops after 30 days, you are entitled to a repair or replacement. If a repair or replacement is not possible or unsuccessful, you may be entitled to a full or partial refund.
- Shipping Costs: If an item is returned due to our error, transit damage, or a manufacturing defect, we will cover or reimburse all reasonable return shipping costs, as well as the original delivery fee.
3. Non-Returnable / Exempt Items
Unless faulty, the right to cancel or return does not apply to:
- Custom-made, bespoke, or personalised goods.
- Items that have been irrevocably combined with other items after delivery.
- Sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed.
4. How to Initiate a Return
To process your return efficiently, please follow these steps:
- Request an RMA: Contact our customer service team at [email protected] with your order number, details of the item(s) you wish to return, and the reason for the return (or notification of cancellation).
- Receive Authorisation: We will issue a Return Merchandise Authorisation (RMA) number along with detailed return instructions.
- Package the Item: Securely pack the item in its original packaging (where possible) or suitable protective packaging to prevent damage in transit. Please mark or include your RMA number clearly inside the package.
- Dispatch the Package: Send your return to our official returns address:
Returns Department [RMA Reference]
The Oak House, Cressex Business Park, Coronation Road, High Wycombe, Buckinghamshire
HP12 3RP
5. Return Shipping Costs
- Change of Mind Returns: You will be responsible for paying the direct cost of returning the item(s) to us. Return shipping costs are non-refundable in this scenario.
- Faulty or Incorrect Items: We will provide a prepaid returns label or reimburse your standard postage costs upon receipt and verification of the fault.
- Proof of Postage: For high-value items, we strongly recommend using a tracked shipping service or purchasing postal insurance. We cannot issue a refund for items lost in transit without proof of delivery or dispatch to our address.
6. Refunds & Processing Times
Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.
- Refund Amount:
- For valid Change of Mind cancellations within the 14-day window, we will refund the full price paid for the product plus our standard outbound delivery charge (if you opted for premium/express delivery, only the cost of standard delivery will be refunded).
- For Faulty/Damaged returns, you will receive a 100% refund including all shipping costs.
- Processing Period: Approved refunds will be processed using the original method of payment within 14 calendar days of us receiving the returned goods (or receiving proof of dispatch).
- Payment Credit: Depending on your card issuer or bank, funds usually take 3 to 5 working days to appear back in your account once processed.
7. Contact Information
For any questions regarding our Refund and Returns Policy, or to request an RMA, please reach out to us:
- Email: [email protected]
- Telephone: 03333 110 888
- Customer Support Hours: Monday – Thursday 08:30 – 18:00, Friday 08:30 – 17:00. Saturday 08:30 – 13:00. We are closed on Sundays and all bank holidays. We may also have reduced hours of operation and close for additional days during the Christmas period.
- Visit in Store: The Oak House, Cressex Business Park, Coronation Road, High Wycombe, Buckinghamshire, HP12 3RP
