Your right to cancel
If you are contracting with us as a consumer online or by phone, you have the right to cancel (under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Regulations”)), all or part of your contract at any time up to 14 calendar days after the day on which you receive the goods or services you ordered.
Any paid delivery charge will be included in your refund once we have received all (not part) of your order to the specified address below. Please note that the delivery charge refund will be to the value of standard delivery.
Unfortunately, some items are non-cancellable and non-refundable. Anything that’s made to your specific requirements (ie: outside of standard customisation options offered by the seller to all customers), is personalised or otherwise can’t be resold due to a bespoke element cannot be cancelled or refunded.
Exercising your right to cancel
To exercise your right of cancellation, you must inform us of your decision to cancel the contract in writing within 14 calendar days after the day on which you receive the goods you ordered, which you can do by emailing us or sending a letter.
You must take reasonable care of the goods while in your possession. You shall send back any goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from the contract to us. The deadline is met if you send back any goods before the period of 14 days has expired. You will have to bear the direct cost of returning any goods to us.
Products should be returned in or with their original packaging. You are only liable for any diminished value of the goods resulting from the unnecessary handling of the goods in excess of what is necessary to establish the nature, characteristics and functioning of the goods.
We will process your refund with 14 days of receipt of the products to the address given to you when you cancelled your order.
This is not intended to be a full statement of all of your rights under the Regulations. Full details of your rights under the Regulations are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.
Our Refund Policy
Our refund policy is offered on all goods provided that you have requested a return within 30 days of receipt. Please return within 14 business days from the date of the return request. If the return is not received within 14 business days then a refund will not be processed but a credit note will be issued. Please be aware, however, that we are unable to refund shipping costs as we are unable to claim back the costs we incur as a result of shipping.
You shall be refunded only the subtotal providing your item is still in new/as sold/re-saleable condition, has not been used and is still in its original packaging with all parts included. All items are thoroughly inspected upon return and higher value orders may be subject to a processing, handling and repackaging fee of 25%. If an item is judged not in new/ original condition (as was shipped), is dirty/ has been used, a 50% restocking fee may be applied to the refund amount or if the item is not able to be resold a refund may be refused.
We pride ourselves on the quality of our products, with all being built to stand the test of time, although we cannot be held liable for mistreatment of products.
Products lost or damaged in transit
If you choose to return any products to us, we will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded or tracked delivery service. If returned products are lost or damaged in transit, we reserve the right to charge you (or not to process a refund) for any such loss or damage.
Damaged or incorrectly supplied products
You should check all products you receive against your order. If the products you receive are damaged or incorrectly supplied on delivery then you must note the details of any damage or error in supply and you must inform us (by phone or email only) within 30 days. Please note, we will ask for evidence of damage or error in supply in order to offer you a replacement product or refund. You must return the products to us as soon as possible after informing us that the products are damaged or have been incorrectly supplied. We may offer you a replacement product and any refunds that are processed will be processed in the same way that the order was placed.
The majority of products on our website hold a 1 year warranty, covering manufacturing defects. In the event of an item developing a fault or is found to be faulty upon delivery, please contact our Customer Care team with images of the fault, detailing the issue so that we can resolve as quickly as possible.
Your Statutory Rights
In addition to our returns policy, you also have statutory rights. In addition to the cancellation rights noted above, these include that the goods you purchase are of satisfactory quality, fit for purpose and as described. Within 30 days of the delivery, you may exercise the right to a refund if the product purchased is not of satisfactory quality, fit for purpose or as described. After the 30-day period, but within six months of the date of delivery and where the product is faulty, you are entitled to a repair or replacement or where that is not possible, or the repair/ replacement does not resolve the fault, a refund. After six months of the date of delivery, similar rights exist, but only if you can prove that the fault was present at the point of delivery.
For further information about your statutory rights, in the UK please contact your local authority Trading Standards Department or Citizen’s Advice Bureau.