Our Returns Policy complies with the Consumer Rights Act 2015. This section sets out your rights to return an item, or cancel an order under defined circumstances:
Should you not wish to keep an item, you can cancel your order, or return any items you no longer wish to keep, so long as you take action within the following timescales:
Within 14 days of placing your order (if your items have not yet been dispatched) or Within 14 days of receiving your order. If you receive items separately, this commences on the day you receive the final item from your order. To notify us of your intent to cancel or return your item, please call our Customer Services on 0800 193 4199, our lines are open from 9am to 5pm Monday to Friday or by emailing firstname.lastname@example.org
You may open and inspect items from your order, but you may not use them if you wish to return them.
You will be responsible for all costs associated with insuring and returning the items to us on time and undamaged. You must return items within 14 days of notifying us of your intent to cancel.
We will refund the cost of your order, within 14 days of receiving your returned item(s) or notice to cancel (where the order has not yet been dispatched). The refund will include the cost of your items, plus any delivery fee charged at the point of purchase in the event of a cancellation before your order is dispatched. Delivery charges will not be refunded if the item has been delivered.
Faulty or damaged goods
Please notify us of any faulty or damaged goods within 30 days of receiving your order. You can notify us by sending an email to email@example.com and providing the following information:
- Your customer account details
- Your Order number
- If possible, a photo of the damage to the item and packaging
We will arrange for a returns form to be issued to you. A replacement item or refund will be issued at your request on receipt of the faulty item. We cannot process returns without prior notification or order details.