How do I return an item?
Our key business is mail order. We despatch parcels worldwide on a daily basis.
There are a multitude of reasons why you may wish to
return or cancel your order, and we have a flexible returns policy to help make
things more convenient.
You are free to cancel your order at any time and for any reason before it is dispatched. We do not take payment until the moment of dispatch and so refunds are not normally necessary when an order is cancelled. To cancel your order we need explicit instructions from the person who placed the order either by Email or by phone.An order may not be cancelled after it has been dispatched or while it is in transit, but must be treated as a return. In this eventuality a refund will be provided when the goods are returned to us
The vast majority of returns fall into one of four categories, each of which must be treated in a slightly different manner:
·Unwanted or otherwise unsuitable goods
·Damaged or defective goods
·Broken goods under warranty
·Incorrect goods dispatched
Unwanted or unsuitable goods:
You are free to return unwanted goods or incorrectly ordered goods in new & unused condition within 14 days after delivery. After this period it will be down to our own discretion. You will be entitled to your choice of an exchange or a full refund to the original payment card. The customer must meet the cost of returns postage for unwanted or incorrectly ordered goods. We cannot accept responsibility for goods in returns transit, and so we recommend that you use registered post or an otherwise insured method. If an item is returned and has been damaged in transit we cannot refund and you must take the claim up with your own carrier.
Damaged or defective goods:
The Company may dismiss any claim which does not adhere to the above criteria, so please make sure you inspect your parcel as quick as possible after delivery as this is a requirement of the courier company; not us, so unfortunately we are unable to help you in these circumstances if we aren't notified before 12 noon the following day after delivery
You must return damaged or defective goods within 14 days after delivery. You will be entitled to your choice of an exchange or a full refund to the original payment card. we will meet the cost of returns postage for damaged goods. If you are outside of the UK the customer must pay for return postage costs and pay for the postage costs of sending a replacement item. If you are in the UK we can arrange for a courier pickup of the goods or we can refund your postage expenses (within reasonable limits) upon return delivery. Please note that the warranty given by both us and the manufacturers of our products will only cover parts. Labour charges and other costs are not covered.
Broken goods under warranty:
You are free to return broken goods under a warranty claim for the full warranty period after delivery. Your goods may be repaired or replaced, or you may be offered a refund depending on the decision of the manufacturer. We will send the goods to the manufacturer for assessment but the final decision lies with the manufacturer and you may have to wait for their tests to be completed. The customer must meet the cost of returns postage for warranty claims. We cannot accept responsibility for goods in returns transit, and so we recommend that you use registered post or an otherwise insured method. Please note that the warranty given by both us and the manufacturers of our products will only cover the cost of the parts. Labour charges and ANY other costs incurred are not covered.
Incorrect goods despatched:
Occasionally the wrong item is sent to a customer. You are free to return these goods in new & unused condition for 30 days after delivery. You will be entitled to your choice of an exchange for the correct item or a full refund. If you have been mischarged, we will correct the discrepancy. we will meet the cost of returns postage for defective goods. We can arrange for a courier pickup of the goods or we can refund your postage expenses (within reasonable limits) upon return delivery. Please note we will only cover the value of return postage costs from the address we have sent the items to. If the items are not checked upon delivery and subsequently sent to another address or country, we will not be liable for the value of the return postage costs from that address.
Exchanges will only be made where the same item is available in stock at the same price as the original. Items bought at special offer prices cannot be subsequently exchanged for identical items on sale at higher prices. If an item is not available a full refund may be the only option.
All goods must be returned in new & unused condition unless a warranty claim is being made. We reserve the right to refuse returned goods if necessary. Reasons may include:
Where a full refund is the suitable course of action we have a statutory obligation to refund payment to the card used to pay originally within 30 days of the return of the goods. However we do not believe it is right to hold your money for longer than necessary and so a refund will be provided as soon as possible.
IMPORTANT: Refunds are processed by credit & debit card companies less quickly than sales. A refund may take up to 10 days to appear on your statement after it has been authorised.
If you are returning goods for an exchange we would normally have to wait for the goods to arrive with us and inspect them before we can send out the replacement. However we recognise that sometimes and exchange must be made quickly and so we can send out a replacement immediately. We must take payment for the replacement but as soon as the return arrives we will give you a refund on that cost.
·Goods have been used
·Goods are soiled
·Goods have an odour i.e. smoke
·Goods are damaged as a result of misuse or ill-treatment