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Refunds & Returns

  • Your Order
    • When you place an order you will automatically receive a confirmation email from us to confirm your order. Your order constitutes an offer made to us to purchase the goods specified in the order.
    • Your order is only accepted by us once we have emailed you to confirm the dispatch of your order.
    • Product items not included within the dispatch email are not included in the order and contract between you and us.
    • We reserve the right to delay or refuse orders where a transaction contains incomplete details or details that cannot be verified or where fraud is suspected.
    • If we are unable to reasonably ascertain these details or resolve these issues a full refund will be made against the card used at the time of purchase. No other form of refund or credit will be offered nor will a refund be made to any third party card or account.
  • Shipping and Customs Duty
    •  All orders received by us are shipped subject to availability.
    • We reserve the right to ship products at a later date (up to 28 days after purchase) where the product ordered is not in stock at the time of purchase. In this situation you will be contacted and offered a full refund instead of delivery of the product.
    • We cannot be held responsible for disruption to shipping caused by industrial disputes or action outside our direct control. If such disruption occurs you will be offered delivery via an alternative delivery or fulfillment company at a cost to be determined, or a full refund.
    • If you are ordering a product from outside the UK the recipient of the product is responsible for all customs duties or tariffs incurred in the country to which the products are shipped. Furthermore your order may be subject to delay or be opened and searched by local customs authorities when entering the destination country. Please note we are unable to provide specific advice on customs duties or tariffs.
  • Cancellation Rights, Returns and Refunds
    • Under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your purchase. However, to exercise this right you must notify us in writing, via email within 7 working days from the day after you receive your goods.
    • As stated above notification of cancellation must be in writing, a telephone call is not a valid cancellation.
    • No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used your product, unless the product is defective and you are returning it for this reason.
    • Goods with their seal or shrink-wrap removed can only be returned if they are defective.
    •  No right of cancellation exists for personalised goods, unless defective.
    • Please observe the following procedure for all returns to us:
    • On the back of your delivery note or another piece of paper, (if you no longer have your delivery note), include your order number and the reason for the return.
    • If you are returning your product because it is defective, please state the defect or defects.
    • Repackage the product in its original packaging including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.
    • If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
    • You are responsible for paying any postage or shipping costs incurred when returning the product.
    • We recommend that all returns be sent by registered post, so that a record of the return is available for you.
    • We will not issue refunds for any items lost or stolen in transit to us.
    • Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.
    • If you fail to return a product to us, we may make arrangements to have the product collected from you. The cost of this collection will be passed on to you.
    • All unused or defective products must be returned promptly by customers. Email us via our email address listed at the end of these terms and conditions, and we will provide you with a delivery address to post these items to.
    • Subject to the above, we will refund the purchase price of a returned product within thirty days of receiving written notification of your intention to return the product.
    • Where a product has been returned due to a defect, or if incorrectly sent by us, we will refund the cost of standard or recorded postage incurred. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery.
  • Faulty Products
    • Where you experience a fault with a product it can be returned to us subject to our returns policy above.