For all returns, please email firstname.lastname@example.org with your order number & reason for return. You should receive a response within two working days – at which point we will begin to process the return.
We want you to be fully satisfied when buying from us, however, in the most unlikely event you wish to make a return, please read our policy below.
Click & Collect – When collecting, you will be asked to check your goods at the trade counter and sign-off on them, meaning you accept that the goods are correct and in acceptable condition at the time of collection. Once signed-off, you are responsible for any damage/loss that occurs to the goods once they are in your care. You will also be responsible for any fees involved with returning unwanted goods, unless your product(s) has any internal/performance defects that weren’t noticeable at the time of collection – See the sections below for more details.
Change of mind returns – We accept returns within 60 days of receiving your order. To be eligible for a return, your item must be unused and in the same condition that you received it in – i.e., original, uncompromised packaging, including the wrapped outer box.
Refunds / Exchanges – Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days.
Defective products – In the unlikely event that you have received a defective product, the same returns process will apply. We will inspect the returned product(s) and check for the claimed defects. Should these also be confirmed by us, we will issue a full refund via your original payment method. Remember – The more evidence you provide, the faster we can process the return. Images/videos of defects can be massively helpful and could speed up the process for us.
Parcelforce Missed deliveries / Return to sender – If the first delivery attempt is not successful, Parcelforce will, by default, try to deliver again on the next working day. Should this be any different, they will inform you via the contact details you provide when ordering. Multiple missed deliveries or failure to collect from depot as advised, will result in the goods being returned to us. Should this happen, you will be contacted to confirm that you still want the goods. Please note, although we do offer free UK delivery on all orders, you will be viable for the cost of redelivery, should it be the case that you have missed multiple deliveries & opportunities to collect your goods from Parcelforce. If you believe Parcelforce made an error with your goods, please let us know. You will have 14 days to respond to us with your decision on the returned goods – should these 14 days pass without a response, we will return the products to stock and refund you via the original payment method.
Shipping costs – When returning goods, it will be your responsibility to cover the cost of postage and packaging (unless the product(s) enclosed are incorrect or confirmed to be defective in any way). Tracked services are recommended; as we are not liable for damage and/or loss of the product(s) whilst in transit; no refund will be given if returned goods are not received in the specified time frame
Missing Goods –
For Royal Mail deliveries, please allow 10 working days before reporting your item as missing. We ask this as the standard 3-5 working day time frame can be impacted by many factors, including COVID-related delays.
For Parcelforce deliveries, it is incredibly rare that a parcel will not arrive on its intended delivery date. However, if your parcel does not arrive on time, please report this to us as soon as possible, this will help to speed up the process of locating your parcel and will significantly increase the chances of successfully resolving the issue.
Any questions? Please email email@example.com or call: +44 (0) 333 366 0020