Returns & refunds information
We understand that customers may want to return products for a variety of reasons. We stand out by making the returns process easy and going beyond our basic legal duties. A return form is included with every order or you can download the form here. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give 'consumers' 14 days from receipt of goods to cancel online purchases. We go further by:
- for consumers, extending the cancellation period to 28 days from the date you receive your order
- for business or or trade customers, accepting returns on a discretionary basis
When we accept a return, we will usually refund your money the next working day and guarantee to refund it within 14 days. We cannot guarantee to accept returns or cancellation outside the 28 day period or of goods made to your specification or of used goods, but please get in touch and we will try to assist.
In addition to the above rights, we remind you of our duty to supply goods which conform to the contract between us. Most importantly, the goods we supply must be: (a) as we have described them, (b) of satisfactory quality and (c) fit for purpose. Your rights if we breach these terms, including the right to cancel the contract, are in addition to the rights you have under the Consumer Contract Regulations. If we breach these terms you may have the right to cancel the contract and return the goods to us for a refund. If you have any queries about returns, email us at firstname.lastname@example.org. Our full terms and conditions are here.