For most products bought online you have a legal right to change your mind from the date on which the Order is placed until 14 days after delivery of the Goods and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in Customer Terms & Conditions.
If you should change your mind about your purchase, and wish to return it, you should contact us, within 14 days of receipt of the goods by phone or email. Call customer services on 0207 781 8027 or email us at email@example.com for a returns authorisation. Alternatively, click here for a cancellation form. (Our offices are open Monday to Friday from 9.30am to 4.30pm (excluding bank holidays).Please provide your name, home address, details of the order and, where available, your phone number and email address. Goods should then be returned to us, at your cost, within 14 days in the original, undamaged packaging and in a resalable condition.
If the product returned is not in fully resalable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or to deduct a percentage of the original selling price from the refund amount. This does not affect your statutory rights.
Missing or Incomplete Orders
If your order hasn't arrived, or arrives incomplete, please firstly view your order online to check the status. If your order has been despatched but hasn't arrived within the expected time period, please call our customer service line on 0207 781 8027 between 9.30am and 4.30pm, Monday to Friday).
If you have more than one item on your order, please note that products from different companies are usually sent out separately and so may arrive at different times. However, if this is not the case and you haven't received the entire order as detailed in the order despatch confirmation email sent to you, please email or call us as above.
Damaged or Faulty Items
If your order arrives and the goods are damaged or faulty, please call us on 0207 781 8027 or email us at firstname.lastname@example.org and we will be happy to arrange for a refund or replacement.. (Our offices are open Monday to Friday from 9.30am to 4.30pm (excluding bank holidays). We may request that you send us an image of the goods, or we may request that you return the goods to us, in order to substantiate your claim, before we issue a refund or replacement.
Refunds can only be made to the original card of purchase, unless;
The original account no longer exists or if the original account details have expired
The order has been placed using a gift voucher in which case another gift voucher will be issued.
Please refer to our Terms and Conditions for further details.