We want you to be completely satisfied with your order and love what you have bought. However, in the unlikely event you are not happy with your purchase, or have changed your mind, you may return your order for a refund or exchange provided you meet our returns’ terms. You must notify us in writing at via our contact page, stating the reasons for the return, within 7 working days from the day after receipt of your goods. We will then issue you with a Returns Authorisation Number (RAN). You must then return the goods to us immediately, unopened, unused, undamaged, with all security seals intact, in the same condition in which you received them, at your own cost and risk (we recommend returning items via a signed for method) and with the RAN clearly visible on the outside of the return packaging to the address provided. A full refund can then be processed and credited to the card used to make the original transaction.
If you want to exchange the returned item please provide full details of the replacement products, including product name, colour choice (if applicable) and quantity required. This must be included in your email to email@example.com to ensure processing of the exchange. We will only despatch exchanged goods once we are in receipt of the original returned order and are satisfied that it meets our returns criteria. Where the value of the exchanged goods is less than the value of the original purchased item(s) we will credit the original card used to make the transaction with the difference, less the additional postage cost borne by us to send the exchanged goods to you. Unfortunately, where the value of the exchanged goods is more than the value of the original purchased item(s), we cannot debit your card with the additional expense. Instead we will refund the value of the original transaction and ask you to submit a new order through the website in the usual way. Additional postage costs for exchanged items will be borne by you and offset against any refund value.
We reserve the right not to proceed with a refund or an exchange of unwanted goods where the condition of the returned product(s) do not meet our returns criteria as detailed above.
If you are returning goods that you believe are defective, and it is within the 30 day guarantee period, please inform us in writing as soon as possible at firstname.lastname@example.org describing the fault as fully as possible. Upon issue of a RAN, please return the goods in their original packaging and with all applicable manuals and chargers included, as soon as possible to the return address provided. If you require an exchange of a faulty product, exchanges will be done on a like-for-like product basis only once tests have been carried out confirming the fault. If our testing shows that the product is not defective we will return the goods to you and no refund or exchange will be offered.
Please ensure any defective goods are returned to us at our returns address in a clean, hygienic and sanitised condition, in their original packaging and with all manuals and chargers included. We will only despatch exchanged goods once we are in receipt of the original returned order and are satisfied that it is faulty.
Products returned by you because of a confirmed defect which you do not want to be exchanged will be refunded. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via email that you were entitled to a refund.
For more detail on our Returns policy, please refer to our Terms & Conditions for further details.