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Please contact a member of our customer services team before returning your order via our contact page who may be able to advise on how to return the products to us. This is absolutely necessary for the correct processing of your return.
1. DISSATISFIED WITH THE PRODUCT
If you have had a change of heart, you must return the item to us unused and in its original condition within 14 days of your receipt of the product for a refund.
Unless it is defective, the item must be in an unused re-saleable condition with all original packaging and documentation. You will be credited for your full purchase, less our initial shipping charge. Additionally, you are responsible for the shipping costs of your return. For expensive items, we recommend using a secure delivery method that requires a signature on receipt, as this ensures the package in case it goes missing.
The product will remain your responsibility until it has been signed for at the returns address. We do not accept responsibility for products lost or damaged in the post.
We regret that we cannot accept returns on the following non-faulty products:
— The product(s) has/have been personalised, made to order, or customised in any way.
— The non-faulty product does not arrive at us in a resalable condition. In this case, we will not be able to offer you a refund. We will contact you to arrange to send the product back to you and to take payment for the subsequent delivery costs.
2. DAMAGED GOODS
If you’ve been unlucky enough to receive a faulty or damaged item, please contact us stating your order number and the nature of the fault. You have 30 days from the date of delivery to return your order. The damaged item and invoice must accompany the return for us to process an exchange. Please also include a note stating the product’s defect.
Parcels or items damaged in transit must be reported to the merchant by email within 3 days. If the deadline for reporting parcels damaged during transit is not met, we regret that we will not be able to issue a refund or replacement goods.
We will reimburse you for return shipping charges only on items that contain manufacturer defects. We are not responsible for damages caused by incorrect use, handling, or abuse of the item.
When returning faulty items, we may still ask you to return goods yourself. On receipt, we will reimburse the costs *incurred. We will refund the postage cost you incur to return the item up to the value of 10 €.
* Please obtain proof of postage costs so we can reimburse you the full amount.
* We regret that we will not be able to refund excessive postage costs (for example, goods being sent by special delivery or by courier when this is not necessary).
We will not confirm that we have received your return. After receipt of your goods, we aim to issue refunds within 14 working days. The cost of your products will be refunded to the credit/debit card used to make the purchase. Please note refunds take 5 working days to clear from the point of processing.
If you wish to cancel an order, please contact our customer services team via our contact page. If your goods have been despatched before cancellation, you will be liable for the costs of returning the unwanted items. This returns policy does not affect your statutory rights.
We strongly recommend that you use a secure or trackable method of postage, i.e. recorded or special delivery, and that you keep hold of your proof of postage. Until we receive your return to our warehouse, the items and their condition remain your responsibility.
Refunds will be credited back via the original method of payment. Please allow up to 28 days for your refund to appear on your bank statement. If for any reason, we are unable to issue a refund via the original method of payment, we will contact you to arrange an alternative. Delivery charges are non-refundable.