Our detailed policy concerning returns is included within our Terms of Sale. Summary details are provided here for your convenience.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. All returns will be inspected upon receipt and assessed for eligibility.
1. Cancelling and Returning Goods if You Change Your Mind
1.1 If you are a consumer in the European Union, you have a legal right to a “cooling-off” period within which you can cancel the contract for any reason. This period begins once your order is complete and we have sent you your Despatch Confirmation, i.e. when the contract between you and us is formed. You may also cancel for any reason before we send the Despatch Confirmation.
1.2 In addition, we offer a further Goodwill Guarantee which extends the legal cooling-off period within which you may change your mind, cancel, and return the goods as detailed below.
1.2.1 If the goods are being delivered to you in a single instalment (whether single or multiple items), the legal cooling-off period ends 14 calendar days after the day on which you (or someone you nominate) receive(s) the goods. Our Goodwill Guarantee extends this period to a total of 30 calendar days.
1.2.2 If the goods are being delivered in separate instalments on separate days, the legal cooling-off period ends 14 calendar days after the day on which you (or someone you nominate) receive(s) the final instalment of goods. Our Goodwill Guarantee extends this period to a total of 30 calendar days.
1.3 If you wish to exercise your right to cancel under this Clause 1, you must inform us of your decision within the cooling-off period (as extended by our Goodwill Guarantee). You may do so in any way you wish, however we request you contact us via telephone or email. Cancellation by email is effective from the date on which you send us your message. Please note that the cooling-off period lasts for whole calendar days. If, for example, you send us an email by 23:59:59 on the final day of the cooling-off period, your cancellation will be valid and accepted. To contact us directly to cancel, please use the following details:
1.3.1 Telephone: 0203 633 4120;
1.3.2 Email: email@example.com;
In each case, providing us with your name, address, email address, telephone number, and order number.
1.4 We may ask you why you have chosen to cancel and may use any answers you provide to improve our goods and services, however please note that you are under no obligation to provide any details if you do not wish to.
1.5 Please note that you may lose your legal right to cancel under this Clause 1 in the following circumstances:
1.5.1 If the goods are sealed for health or hygiene reasons and you have unsealed those goods after receiving them;
1.5.2 If the goods have been personalised or custom-made for you;
1.5.3 If the goods have been inseparably mixed with other items (according to their nature) after you have received them.
1.5.4 If the goods have passed their use by date or best before date
1.5.5 If we have reasonable grounds to suspect the goods have been interfered with or compromised
1.5.6 If we have reasonable grounds to suspect the goods have been used, or partially used
1.5.7 If the goods are a gift card or voucher we do not accept returns
1.6 Please ensure that you return goods to us no more than 14 calendar days after the day on which you have informed us that you wish to cancel under this Clause 1.
1.7 You may return goods to us by post or another suitable delivery service of your choice to our returns address provided by our Customer Service Team. Returns must be accompanied by a Returns Form available by contacting our Customer Service Team on Telephone 0203 633 4120 or via e-mail at firstname.lastname@example.org. Please note that you must bear the costs of returning goods to us if cancelling under this Clause 1.
1.8 Refunds under this Clause 1 will be issued to you within 14 calendar days of the following:
1.8.1 The day on which we receive the goods back in suitable condition; or
1.8.2 The day on which you inform us (supplying evidence) that you have sent the goods back (if this is earlier than the day under sub-Clause 1.9.1); or
1.8.3 If we have not yet provided a Despatch Confirmation or have not yet despatched the goods, the day on which you inform us that you wish to cancel the contract.
1.9 Refunds under this Clause 1 may be subject to deductions in the following circumstances:
1.9.1 Refunds may be reduced for any diminished value in the goods resulting from your excessive handling of them (e.g. no more than would be permitted in a store). Please note that if we issue a refund before we have received the goods and have had a chance to inspect them, we may subsequently charge you an appropriate sum if we find that the goods have been handled excessively.
1.9.2 If we decide to reimburse you for the return then the standard delivery charges will be reimbursed in full as part of your refund. Please note, however, that we cannot reimburse for premium delivery. We will only reimburse the equivalent standard delivery costs when issuing refunds under this Clause 1.
1.10 Refunds under this Clause 1 will normally be made using the same payment method that you used when ordering the goods unless we specifically decide that we will make a refund using a different method.
1.11 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.
1.12 If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.