For a goodwill refund or exchange (i.e. where there is no legal right to a refund or exchange under the Consumer Contracts Regulations), items must be unused and returned in the original packaging and in a re-saleable condition within 21 days of receipt of your goods. Please ensure your items are accompanied by a completed returns form (see below on how to complete returns form).
Returns over Christmas
For our Christmas Last Posting Dates and Extended Returns Policy please see our Christmas Store for more information.
Cancelling an order
You have the legal right to cancel your order, and therefore the Contract with us, for any reason within 14 days from the day after you receive the Goods (subject to certain exceptions set out below). This is the “Cancellation Period”.
To cancel your order, you must let us know by emailing us at firstname.lastname@example.org or by post at:
4 Hertsmere Industrial Park,
You can also let us know by fax on 020 8732 7341 by calling 020 8732 7340, or by submitting your details in the cancellation form here.
You should keep evidence of having sent us notice of cancellation (e.g. an e-mail receipt or fax confirmation report).
Products must be returned to us at your own risk and cost within 14 days of notifying us that you wish to cancel in accordance with the returns instructions on your dispatch confirmation email. The goods must be returned unused with the original packaging.
If the nature of the goods means that you cannot return them by post, you will be responsible for the cost of couriering the items to us. We can arrange this for you - please contact Customer Services and we will try to provide you with an estimate of the cost.
We will ordinarily refund the full purchase price together with the standard delivery charge paid within 14 days of receipt of your returned products or proof of postage. If you chose to pay for a non-standard delivery, we will only refund the cost of standard delivery.
You must take care of the products before you return them to us and we may reduce the amount we refund to you if you use them, damage them or do something beyond what would be reasonable if examining them in a shop before purchase that reduces their resale value.
You do not have the legal right to cancel the following items: (i) perishable products such as food; (ii) audio/video recordings, DVDs or computer software that you have taken out of the sealed packaging in which they were delivered; (iii) products made to your own specification; (iv) periodicals or magazines; and (v) sealed goods which are not suitable for return due to health protection or hygiene reasons that you have taken out of the sealed packaging.
All of our products come with the standard manufacturer’s warranty. If any product we supply fails prematurely due to a manufacturing defect we will provide you with a refund, replacement or repair. Simply email us at email@example.com or call us on 020 8732 7340 and we will arrange everything for you.
Please ensure that you inform us as soon as possible after receiving you goods of any damage to avoid any delays in receiving a replacement or refund. Due to the highly technical nature of the products we sell, in the event that the product has been used at least once, we will need to send it to the manufacturer to confirm that the product defect is due to a manufacturing fault - our suppliers will always come back to us within 28 days maximum (normally much quicker) and we will get in contact with you on hearing their findings.
What if I have received my parcel, but they were not the goods ordered?
In the unlikely event that we have sent you the incorrect goods, then first of all we apologise. We want to make sure that we rectify this as soon as possible and ensure that we get the goods you ordered to you. In this event, please email Customer Services at firstname.lastname@example.org or call us on 020 8732 7340 and one of our advisors will be happy to assist you. They will email/send you a free returns label, which means you will be able to send the parcel back to us without incurring any postage costs. Please note it is our policy not to reimburse any postage costs as we provide this free service, and will always instruct our customers to use it. Customers must always send back their order with an accompanying returns form - this will ensure we can process your return quickly.
Should you wish to return a non-faulty product for an exchange, the following applies:
A full refund will be given (less postage) or exchange goods sent out upon receipt of the goods. We will, however, refund the postage back to you if the need for an exchange is as a result of a mistake made by us (e.g. we sent out the incorrect size).
You must take reasonable care of the goods whilst they are in your possession. We would consider that reasonable care has not been taken of the goods, for instance, if you have used them to an extent beyond what would be reasonable if examining them in a shop before purchase.
The goods must be returned to us within 21 days, in the original packaging and labels attached and at your own expense to the address below.
Should you wish to exchange an item we will charge you postage to send you your exchanged item, even if the item is over £50.
If you return an item to us outside of the terms of our returns policy and your statutory rights do not apply we may not refund you. The item may be returned to you at your expense and you will be notified of this and any other charges. If you choose to send the item back to us again, or refuse to accept delivery, this will be deemed as an irreversible instruction for us to dispose of your goods without further notice. This will not constitute any admission that we have failed to honour in full our obligations to you in full and will not constitute any unlawful action against the goods.
How do I make a return?
If you wish to make a return, then you can simply log in to your account area of the site by clicking on the Login/Register link at the top of the page.
You can do this with the email address and password you provided when you made your purchase. If you didn’t provide a password or have forgotten it, then you can click forgotten password and enter the email address you gave us when you made your purchase and we will send you a temporary password that you will have to change on logging in.
Once you have logged in, simply click the 'Your Account' link at the top of the page and you will be able to view the orders you have placed with us.
Your orders are presented in date order and clicking the + button will reveal all of the items in that order. You then simply need to click the return button next to the item you want to send back, fill in the necessary details and a return form will be generated for you to print and send back with your goods.
If you have any problems logging in or accessing your account then please call us on 020 8732 7340 and we'll be happy to help.
We do strongly recommend that if you do send something back to us, you use a recorded delivery service and retain your proof of sending in case it gets lost in transit. This means that if your parcel is lost in the post you will then be able to claim from the carrier for the goods that were lost. If you return your parcel via a form of delivery that is not guaranteed then we will not accept responsibility if the parcel is lost or damaged.
4 Hertsmere Industrial Park,
Telephone: 020 8732 7340