Cancellation Rights, Returns and Refunds
Under the Consumer Protection (Distance Selling) Regulations 2000 you
have a right to cancel your purchase. However, to exercise this right
you must notify us in writing, (email or letter) within 14
from the day after you receive your goods.
As stated above notification of cancellation must be in writing, a
telephone call is not a valid cancellation.
No right of cancellation, refund or return exists under the Consumer
Protection (Distance Selling) Regulations 2000 once you have used
your product, unless the product is defective and you are returning
it for this reason.
Goods that are sealed or shrink-wrapped and this is removed can only
be returned if they are defective.
No right of cancellation exists for personalised goods or goods that
are intimate in their nature or goods where there may be hygiene
issues, unless defective.
Please observe the following procedure for all returns to us:
On the back of your delivery note or on another piece of paper, (if
you no longer have your delivery note), include your order number and
the reason for the return.
If you are returning your product because it is defective, please
state the defect or defects.
Repackage the product in its original packaging, including any
accessories, brochures, manuals, guarantees or warranties that came
with the product. Unfortunately we will be unable to issue a refund
where the product is in an incomplete state.
If the original packaging surrounding the product has been damaged or
destroyed we will only issue a refund if the product is being
returned due to a defect. If the original packaging of a defective
product has been damaged or destroyed you should ensure that the
returned product is adequately packed for shipment back to us.
You are responsible for paying any postage or shipping costs incurred
when returning the product.
We recommend that all returns be sent by registered post, so that a
record of the return is available for you.
We will not issue refunds for any items lost or stolen in transit to
Where a return is lost or stolen in transit to us, you should claim
compensation from the company that shipped the return.
If you fail to return a product to us, we may make arrangements to
have the product collected from you. The cost of this collection will
be passed on to you.
Unused products may be returned promptly by customers to our address
listed at the end of these terms and conditions.
Subject to the above, we will refund the purchase price of a returned
product within thirty days of receiving written notification of your
intention to return the product.
We will also refund the cost of standard or recorded postage incurred
returning a product, if incorrectly sent by us or where the product
has been returned due to a defect. Please note that we will not
refund any courier, overnight or express element of any delivery or
postage charge, including Royal Mail Special Delivery.
endeavour to respond to all customer complaints or queries within
five working days.
you experience a fault with a product it can be returned to us
subject to our returns policy above.