Refunds & Returns
How to Return a Product
Before returning any products, please contact us with your order details, detailing the reason for the return. We will give you a returns number in order to complete your return. Choose one of the options below to arrange your return:
- Contact Our Customer Service Team
Contact our customer service team by phone on 01629 815518 Monday to Friday or email to discuss if your product is eligible for return and how to proceed with your return.
- Online Return
Complete the Online Returns Form to request a product return. We will then contact you with instructions on how to proceed with the completion of your return if your product is eligible for return.
Unsuitable Product Return
Should your product(s) be unsuitable and you wish to return them to us for exchange or a refund then:
- You must inform us in writing giving notice of cancellation.
- Return goods within 7 working days from receipt of goods.
- Goods must be returned in their original packaging and as new in a saleable condition to obtain a full refund. We reserve the right to deduct a 20% handling charge for repackaging goods.
- Unwanted returns must be sent back at your expense.
- We will not accept responsibility for damage or loss caused by your carrier.
- We will not accept the return of any audio or video recordings that have been unsealed, or products with a limited shelf life.
- Returns must be accompanied by:
1) a returns number
2) a copy of the original invoice
3) details of why you wish to return the product
Return of Faulty Product
If the goods have become faulty and are within warranty period contact our customer service team who will arrange for the goods to come back for inspection. Faulty goods or components will be replaced if a repair is not possible.
Return of Damaged in Transit Product
Damaged goods should be notified to customer service team no later than 48 hours from receipt, and they will arrange for collection, inspection and replacement. Used damaged items will be deemed as acceptable by yourself and will not be repaired and not replaced.
Incorrectly Sent Product
Please contact our customer service team if you have received incorrect goods. We will issue a return number and arrange collection.
Please contact our customer service team within 24 hours if items shown as despatched on your invoice have not been delivered and we will investigate this for you. However please be aware that back-ordered items that are "to follow" are not classified as missing items.
We aim to action all refunds within 48 hours of receipt of returns to our warehouse. Returns eligible for refund will be refunded back to the original payment method. Please allow 5 days for refund payment to be processed.