Your rights under the Consumer Contracts Regulations 2013
You can cancel any item on your order at any point prior to despatch and receive a full refund by notifying us via firstname.lastname@example.org. This allows you to withdraw your offer to purchase the goods. If the order has been packed, a small admin charge will be deducted from your refund.
After the order has been despatched you can still choose to return any item on your order (and within 14 days of receipt of goods) you must ensure the goods are returned to us in saleable condition at your own expense to receive a full refund. If the goods are returned in saleable condition but at our expense then the return cost will be deducted from the amount refunded. It is your responsibility to ensure the items are well packed and to supply us with the box dimensions and weight so we can arrange a courier collection. You will be required to print a shipping label that we will email to you, and have the item ready for collection on the agreed day. There will be 2 collection attempts, should these both fail and if you still wish to return the items you will need to arrange a courier yourself. If you do not return the goods within 14 days then we reserve the right to conclude you have decided to keep them.
We aim to process all refunds within 2 working days of receipt of returned goods,
All refunds will be made via our payment provider once any non-refundable charges have been calculated. If an item is returned as faulty and a refund or credit is offered, and the item is then found by us not to be faulty, the cost of original delivery and the return delivery cost, plus a 20% administration fee will be deducted from the re-fund, these can take 3-5 days for the payment gateways to return the monies.
Please notify us via email if you wish to exercise these rights to confirm and arrange the return of goods
If the goods are found to be faulty, damaged or materially different from the description given then we will arrange a full refund if we are notified, within a reasonable period of time from receipt of goods. We may offer alternative compensation or replacement product of equal or greater value if this is economically feasible and the customer prefers this option. If we require the un-used products to be returned to us, we will refund your agreed postage costs, or arrange for collection at no cost to you. This does not apply to returns where you have changed your mind and no longer require the goods, or goods that have been checked and signed received in good condition.
If the goods have been damaged in transit we ask to be notified via our email within 48 hours of receipt. Please include photos of any damage