Returns & Refunds
If you ordered online, refunds are processed using the electronic payment system. We can only use the system for refunds made within three months of the date you paid. Once your refund has been made it will take 5-10 days to show in your bank. If you are returning goods outside this three-month period, or paid by BACS or CHAPS, then please provide details of the bank account (name of account holder, sort code and account number) you want us to credit.
RETURNS & REPLACEMENTS
In the unlikely event of you receiving faulty or incorrect items, these can be returned under the terms of our returns policy. Unwanted items or orders placed in error can be returned to us for a credit, and will only be accepted provided the item has not been opened and the packaging is in unused condition. Postage costs will be paid by the customer in this instance.
Within 90 days of purchase we will offer you a replacement of the product you purchased. In the event of a replacement not being available an alternative product will be offered or a credit note issued, in certain circumstances a full refund will be offered. Within 3 years of the date of purchase, if there is a fault with your product we will normally offer an exchange or issue a credit on receipt of the faulty goods. To qualify for a refund or exchange the faulty product must be free of faults caused by accident, neglect, misuse or normal wear and tear.
If any products arrive in a damaged condition please contact us by email to firstname.lastname@example.org within 14 days of delivery to request a Returns Authorisation Form. Items not claimed as damaged after this period may not be authorised for replacement.
If the goods we deliver are not what you ordered, or the delivery is of an incorrect quantity, we shall have no liability to you unless you contact us within 7 days of delivery for a Returns Authorisation Form.