Here you'll find all the details of our Returns Policy, so you know what to do if you need to return goods to us. If you have any questions, please contact our Customer Service team.
This policy should be read alongside our Terms and Conditions.
Unless otherwise stated, the rights described in the "Unwanted Items" section of this Returns Policy apply to consumers purchasing for personal use.
Business customers do not benefit from the statutory cancellation rights provided by the Consumer Contracts Regulations 2013. Requests to return unwanted goods purchased by business customers will be considered at our discretion and may be subject to inspection, restocking charges and return carriage costs.
Unwanted Items
Our products are not sold on a trial basis, so we encourage customers to carefully check specifications and suitability before placing an order.
However, consumer customers have the right to cancel their order under the Consumer Contracts Regulations 2013 within 14 days of receiving your goods. Once you have notified us that you wish to cancel, you have a further 14 days to return the goods to us.
In all cases, you must contact our Customer Service team before returning any items.
All returned items must meet the following criteria:
- The items must be returned in a resaleable condition, complete with all accessories and in the original packaging.
- Items may only be inspected in the same manner that you would inspect them in a retail store. Any seals, vacuum packaging or protective packaging should remain intact.
- Items must be free from damage and returned using suitable packaging to prevent transit damage.
We reserve the right to make a deduction from any refund where the value of the goods has been reduced as a result of handling beyond what would reasonably be permitted when inspecting goods in a retail environment.
If you wish to return an unwanted item, please contact us first and we will advise you on the returns process.
Please do not send goods back to us without contacting us first.
Unless the goods are faulty, incorrect or not as described, you will be responsible for the cost of returning the items to us.
Once the goods have been received and inspected, any refund due will be processed as soon as possible and no later than 14 days after the returned goods have been received.
Damaged in Transit
If your order arrives damaged, please contact us as soon as possible and ideally within 48 hours of delivery.
To help us investigate and resolve the issue quickly, we may request photographs of the packaging, shipping label and damaged items.
Please retain all packaging materials until we have confirmed the next steps.
Faulty, Defective or Quality Issues
If you experience a problem with a product purchased from us, please contact our Customer Service team and we will work with you to resolve the issue as quickly as possible.
If a product is found to be faulty, not of satisfactory quality, not fit for purpose, or not as described, we will work with you to provide an appropriate remedy in accordance with your statutory rights.
This section relates to defective products and products that do not perform as intended by the manufacturer. It does not apply where a product is functioning correctly but is unsuitable for your intended use and you have not sought or received advice from us regarding that use before purchase.
In the first instance, we will seek to understand the issue and attempt to resolve it remotely by email, live chat or telephone.
If the issue cannot be resolved remotely and we determine that the problem relates to the product itself, we will arrange collection or return of the goods at no cost to you where appropriate.
Please do not return faulty goods without contacting us first.
Products Outside the Initial Returns Period
For products outside the initial returns period, please refer to our Terms and Conditions for relating to warranty support and manufacturer guarantees.
Your Statutory Rights
Nothing in this Returns Policy affects your statutory rights under applicable consumer protection legislation.