How to return an existing item?
Please email email@example.com detailing why the item is being returned and whether you would like a refund, quoting your order number.
From receipt, you have 28 days to decide if you want to return any item from your order. Your item must be in its original unused condition, unless there is a manufacturer defect. Should 28 days have passed since your purchase, unfortunately we cannot offer you a refund.
It can take up to 7 days for us to receive your return, depending on which postal service you use. Once we receive the item it will be inspected, and processed. We will then confirm via email what action we have taken.
Any refund will automatically be issued to the payment method used to make the original purchase and, in the event we are unable to provide a suitable replacement we will automatically refund you and contact you via email. In all cases, the items returned must be in their original condition. All goods will be inspected on return and any item in unsuitable condition will be sent back to you or refunded at a percentage of the original value.
Please note, all returns must be packaged in suitable packaging.
Please download the returns form here.
Send your returned goods to:
Unit 18B Airfield Industrial Estate
The goods are your responsibility until they reach us and we recommend that you use a postal service that both insures you for the value of the goods and requires a signature upon receipt. If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please note: All refunds will take 10 working days for the funds to appear in your bank account.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company or bank, it may take some time before your refund is officially processed.
If these routes are not successful and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves first, we will send a refund to the purchase of the gift to the gift giver only.
My return was processed but I wasn't refunded my delivery charge
We will usually refund you what you paid for the goods but deduct the delivery charge except in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty. You will be responsible for paying the shipping costs of the item you are returning.
I have been refunded the incorrect amount
If an error has occurred please contact our customer service department as soon as possible.
The following may affect the amount you have been refunded:
- The delivery charge would only be refunded on cancelled orders under Distance Selling Regulations.
- If an item has been returned damaged.
- The goods are faulty.
- Discounts that were applied at the time of sale, which may not now be applicable.
I returned an item and it was incorrectly refunded or replaced
We are really sorry if we made a mistake when processing your request! If you were expecting a replacement and got a refund instead, this maybe because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund, so that you have the choice to purchase whatever goods you want instead. If you were expecting a refund and we sent you replacement goods, please get in touch, so we can sort it out for you.