This does not affect your statutory rights as a consumer.
We do everything we can do to ensure we send you the products you have ordered in perfect condition by the date you require them.
Damaged goods - please inform us within 14 days
Please contact us by phone or email within 14 days of receipt of your order.
Failure to report a damaged item within 14 days will invalidate your right to any refund or replacement.We will need you to explain clearly which item or items are damaged and we will refund the price you paid for the goods, or arrange for replacement goods to be sent to you.
Proof of breakages -
We reserve the right to ask customers to provide photographic evidence of broken or damaged goods at our discretion.
Incorrect or missing goods - please inform us within 14 daysPlease contact us by phone or email within 14 days of receipt of your order.
Failure to report incorrectly sent goods or goods missing from your order within 14 days will invalidate your right to any refund or replacement.
If we have sent you the wrong goods, or if we have failed to send you goods you have paid for (without acknowledging the shortfall on your delivery note and issuing you with a refund), we will need you to explain clearly what you have received in error or what is missing. We will arrange to send out the correct goods straight away (or alternatively issue you with a refund) and ask you to return any goods you were sent in error with a pre-paid returns label.
We do not wish to cause further inconvenience and only require items to be returned within 28 days of our requesting their return, so you can drop the return into your local post office at your convenience.Goods not as described - please inform us within 14 days.
Please contact us by phone or email within 14 days of receipt of your order. Failure to report goods not as described within 14 days will invalidate your right to any refund or replacement. If when your goods arrive they are not as we have described them on the website, or if they do not match the photograph we are displaying online, you are of course entitled to a refund or a replacement.
We will need you to explain clearly what the problem is, and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. If our customer service team asks you to return the unwanted goods to us, you can do so at our expense with a prepaid returns label available upon request.
We do not wish to cause further inconvenience and only require items to be returned within 28 days of our requesting their return, so you can drop the return into your local post office at your convenience.
Dissatisfaction caused by customer error or decisionIf you are dissatisfied with any aspect of your order or customer service experience, but the issue can reasonably be seen to be partially your own responsibility, we still want to help. But we will ask you share with us the cost of putting right anything which may have gone wrong. See below for details.
Incorrect details - please inform us immediately.
If upon placing your order you realise you have entered some details incorrectly, whether product, billing, contact or delivery details, please inform us straight away by email or telephone to minimize any disruption. If your order has not yet been processed, we can try to make changes and sort everything out for you.However we seek to process all orders in the shortest possible timeframe so if you delay and we have already dispatched your order, you will be responsible for the cost of returns and redeliveries.Unwanted or mis-ordered goods - please inform us within 14 daysPlease contact us by phone or email within 14 days of receipt of your order.
Failure to report unwanted goods within 14 days will invalidate your right to any refund or replacement.It may be that when the goods arrive you change your mind, or you realize you accidentally bought the wrong thing. That's OK, we all make mistakes and we're all entitled to be a bit contrary once in a while!Please just get in touch and explain clearly which items you don't want, and whether or not you'd like something else instead.
Our customer service team will ask you to return the unwanted goods to us at your own expense. Please ensure they are returned in perfect condition and packaged securely, because you will only be eligible for a refund or replacement once we have received the goods and confirmed they are in re-saleable condition.
Once we have confirmed satisfactory receipt we will as per our previous agreement either refund you the price paid for the goods or dispatch replacement goods of equal value.
Should you request replacement goods of greater or lesser value, a partial refund or secure surcharge will be arranged by the customer service team.
If you wish to return goods to us, or if you are asked to do so by our customer service team, you may use a prepaid returns label (available upon request) if authorized to do so by the Terms above or verbally or in writing by our customer service team. If you use this prepaid returns label without authorization, we reserve the right to deduct the cost of return from any refund issued for returned goods. When you return goods to us, please enclose information pertaining to the return.
The information we need is:
Your name and order number.Written confirmation of what items you have returned
Written confirmation of the reason for your returnWritten request for either refund or replacement as appropriate.
Please also tell us whether or not you have already contacted our customer service team regarding this return.If this information is not enclosed with any return we will not be able to process your return efficiently and you may experience a considerable delay before you receive correspondence, replacement, or refund..