We hope that you are pleased with the products you received from us, but if you do need to return anything we offer the following options to you:
Change or cancel an order
We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it.
To add products to your order, please place a new order for these items
To change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on 0208 498 7279 between 9am and 5pm, Monday to Friday, or email us at firstname.lastname@example.org (to arrange returns only). Please be ready to quote your order number and order date
If your order has already been despatched or delivered, then you'll need to follow our Returns procedure in the event of any unwanted products.
Consumer Contracts Regulations 2013
This legislation offers you the following cancellation rights when you buy online or by phone:
You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services
Your right to return products does not apply to goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly
If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them
To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address
You can cancel by email: email@example.com or call 0208 498 7279
If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of 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 no later than 14 days after the day we receive back from you any goods supplied
If your product is unwanted or you've changed your mind
We are happy to offer you a refund or an exchange if the product you are returning is in a fully resaleable condition i.e. unopened and unused, and the return is made within 14 days. In this case you can either
Call our Customer Services on 0208 498 7279 to arrange a return or email them at firstname.lastname@example.org. Please remember to include the following information if you email: name, email address, order number, product code and reason for return. Please also state clearly whether you would like a refund or an exchange.
We are unable to process your refund or exchange until we receive the product back. We strongly advise that you obtain a proof of postage receipt when sending your item back to us. Please ensure that all items being returned are complete, with original packaging, and are securely sent.
Please note: If the product is returned, in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. This does not affect your statutory rights.
We will not refund delivery charges if your product is unwanted or you have changed your mind. To arrange a return of your unwanted items please contact our customer services on 0208 498 7279 or email them email@example.com.
If your product is faulty or damaged or Order Errors
We will always do our best to ensure that your product arrives correctly and in perfect condition. Sometimes, however, mistakes do happen and we want to be able to resolve them for you as quickly as possible. In this case you can either
Call our Customer Services on 0208 498 7279 to arrange a return, refund or replacement, or email them at firstname.lastname@example.org. Please remember to include the following information if you email: name, email address, order number, product code and reason for return. Please also state clearly whether you would like a refund, an exchange or a replacement.
We are unable to process your refund, exchange or replacement until we receive the product back. We strongly advise that you obtain a proof of postage receipt when sending your item back to us. Please ensure that all items being returned are complete, with original packaging, and are securely sent.
Please note: If a product is returned to our Customer Services, in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. This does not affect your statutory rights.
How Refunds are Paid
When the item is returned to Customer Services: Refunds will be paid onto the same credit or debit card from which payment was taken for items returned to us. The refund value will be for the price paid when the order was placed and will include the delivery cost if the returned item is the only item in the order, or all the items are returned. Refunds will only be processed once the item is received back.
How Exchanges are Processed
When the item is returned to Customer Services: where an exchange is required for an item different to the item originally ordered, we will refund the value of the returned items and then place a new order for the exchanged items. We can either do this on the telephone with you or you can place the new order on our website. Please note we will have to take your payment details again to process the exchange. You will not incur any additional delivery charges. The delivery option from your original order will apply for any exchange. Exchanges will only be processed once the item is received back.
For a refund to your PayPal account Call 0208 498 7279 or email our Customer Services at email@example.com to arrange a return. Please include your order number in any correspondence.
Return Delivery Charges
In the case of faulty or damaged items, or order errors, we will cover the cost of returning the items to us via Royal Mail. Please contact our Customer Service to request this.
When posting items back to us please make sure to request a proof of postage receipt from the post office. As we cannot take responsibility if the item is lost without a proof of postage receipt