We hope that you’re pleased with your purchase from us, however we do understand that occasionally, you may need to return goods to us. The cost of returns is the customers responsibility, as all returns are back to base. We’ve set out below the main reasons why goods tend to be returned, so please read all of the categories and follow the returns process which you feel applies to you.
Please note that our Returns Policy for Consumers does not affect your statutory rights. You can get more information about your statutory rights from the Citizens Advice Bureau (www.citizensadvice.org.uk) or Consumer Direct (www.direct.gov.uk). We reserve the right to inspect the goods and verify any fault(s) and/or any damage.
If you find that your goods are faulty on arrival, then you are entitled to a repair, replacement or a refund. Please note that for some goods it may be disproportionately costly to repair those goods, and so where this is the case, then we will give you a replacement or a refund. Please notify us as soon as possible via email firstname.lastname@example.org
Contact us directly if the goods do not conform to the contract made between us. Please note that in some cases it may be disproportionately costly to repair the goods, and so where this is the case, then you will receive replacement goods.
If you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. Please also contact us within 1 day with details of the damage. This will help us considerably in raising the matter with our appointed courier. Once the damaged goods have been received back into our warehouse, then we will replace them. In most cases, where goods are being returned to us due to damage on arrival, then a repair is simply not practicable.
If you receive goods from us that differ from what you have ordered, then you must notify us as soon as possible via email email@example.com
In the event that that your order or goods have been duplicated by mistake, then please notify us as soon as possible via email firstname.lastname@example.org
If you have ordered goods from us, but then simply decided that you wish to cancel your order, then you are entitled to do so and have any money that you have paid less the carriage charge refunded to you*
(a) the goods have not been in your possession for more than 7 Working Days after the day on which you received the goods (‘Working Day’ means all days other than Saturdays, Sundays and public holidays);
(b) you tell us in writing (preferably using our sales email) that you wish to cancel your order.
You must take reasonable care of the goods whilst they are in your possession. In particular this means that you must:
(a) not open shrink-wrapped or blister pack products or break any manufacturers’ seals;
(c) return in good condition all packaging, manuals, cables and other items supplied by us with the goods; and
(d) return the goods to us in a condition which enables us to resell them as new.
You will receive a refund via your original payment method as soon as reasonably practicable, but no later than 30 days after the cancellation of your order has been received by us in writing. If we collect the goods from you, we may charge you for the cost of collection (and we may if we wish deduct this from your refund).
*If you have a credit account with us a handling charge may be applicable on any orders where the customer has change their minds.
In all cases where goods are to be returned to us and it is not possible to use the original packaging, then please ensure that the goods to be returned are sufficiently packaged and cushioned to provide protection against any reasonably predictable shocks, puncturing, scratching and/or damage that may occur during carriage, handling and/or sorting.