Our Returns Policy
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 4 May 2016.
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so that we can investigate.
Before attempting to return an order you will need to notify our customer service team at firstname.lastname@example.org. We will then be in touch with you to make any necessary arrangements.
Your statutory rights
Our Returns Policy does not affect your statutory rights.
Right to Cancel
You have the right to cancel this contract within 14 days without giving a reason, or until you open the box we send you containing the goods you ordered, whichever is sooner. So if you would like to cancel the order, please do not open the box containing the goods we send.
The cancellation period will expire after 14 days from the day on which you acquire physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel by emailing us at email@example.com – stating clearly the order number, and a statement that you wish to cancel your order. We will acknowledge receipt of your request as soon as possible.
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of least expensive delivery option. You must cover the cost of the returning delivery.
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
- 14 days after the day we receive back from you any goods supplied; or
- (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
- if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order, however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our service objectives, we will do our utmost to resolve your query efficiently.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may result in a delay of the parcel being returned.
You can contact us at firstname.lastname@example.org. Please attach any pictures you have of the damage to the goods. A member of our team will review the details and offer the best resolution to resolve your query.
How do I arrange a return?
Please contact our Customer Service team at email@example.com to arrange your return.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with all the necessary information to arrange the return.
Please package the item securely.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the event that your item is lost in transit.
If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches us. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
- If we sent you the wrong item
- If the item is damaged or faulty
- Where you are returning a substitute item which you do not want to keep
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you. We recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.