Please note that we are unable to accept return of items which are specially ordered for you (identified by the words ‘SPECIAL ORDER ITEM’ on the web page that describes them), or items which are made to your specification.
Consumers in the European Union have the right to withdraw from the purchase of an item during a ‘cooling-off’ period which starts when the purchase is concluded and ends seven working days after the date the item is delivered. In order to exercise this right you must take reasonable care of any items you receive. Please be aware that any items you receive remain your responsibility until they are received by us and the cost of returning them is also your responsibility.
Other than the exceptions described above, if you are a consumer and receive an item but decide that you don’t want to keep it then you can return it to us within one calendar month of the date you received it provided it is returned to us complete and in pristine condition (including the manufacturer’s original packaging and documentation) so that it is fit to be resold “as new”. Please contact us quoting your order reference (available from the email we sent you confirming receipt of your order) together with the details of the item you want to return, and the reason you want to return it.
We reserve the right to refuse to accept returns of items ordered by businesses and/or to levy a restocking fee where such returns are accepted.
Where we agree to accept a return we will issue you with a Return Authorisation Number and give you instructions about how to return the item. We regret that we cannot accept goods returned without a Return Authorisation Number.
We aim to inspect all returned items within five working days of receipt and to issue a refund in accordance with our refund policy.
Any item you return remains your responsibility until it is received by us. The cost of returning it is also your responsibility.
If you return all of the items on an order, and the items are fit to be resold “as new” (or you are returning them under the terms of the ‘cooling off’ period and have taken reasonable care of them), then we will refund the price you paid for the items you returned. If you are returning the items under the terms of the ‘cooling off’ period then we will also refund our standard delivery charge but we will not refund any charges for express delivery, overseas delivery or special handling which we have already incurred.
If you return some of the items on an order, and the items are fit to be resold “as new” (or you are returning them under the terms of the ‘cooling off’ period and have taken reasonable care of them) then we will issue a refund for the difference between the payment you would have paid if you had originally ordered the items that you have kept and the payment you have actually made.
If any item you return is not fit to be resold “as new” (or you are returning them under the terms of the ‘cooling off’ period but have not taken reasonable care of them) then we reserve the right to reduce the amount we refund to you. In this instance we will contact you within five working days of receipt of the item with details of the amount we are prepared to refund and you can choose to either accept this amount or have the item(s) returned to you at your expense.
Refunds in respect of returned items are made using the same form of payment originally used for purchase and are usually made within five working days of our having inspected the item (or within five working days of you agreeing to a reduced refund where an item is not fit to be resold “as new”, if that is later).