Refund policy
Cancelling your Order and Returning Products
- Subject to clause 5 in the Terms of Service, you have the legal right to cancel your order, without giving any reason, at any time prior to us dispatching your order, and within 14 days of receiving your order. To exercise your right to cancel, you must clearly communicate to us your decision to cancel (e.g. a letter sent by post, fax or e-mail). You may use the model cancellation form available here, but this is not mandatory. To meet the cancellation deadline, it is sufficient for you to tell us you want to cancel your order within 14 days of receiving your order.
- If you have received your order, you should send back the products you wish to return to our customer services team no later than 14 days from the day on which we were informed of your decision to cancel. It will help us to process your return if you use the customer services label on the front of the delivery note and include in your package the delivery note with the returns information completed. You will have to cover the cost of returning the product. We will refund you the price paid for the product plus the costs of the original delivery (except where you only return some products in an order, in which case the original delivery costs will not be refunded) on receipt of the returned product, or within 14 days of receiving from you proof of returning the product, using the same means of payment as you used for the initial transaction.
- You may also return products beyond 14 days of receiving the product, up to 30 days, subject to the following conditions. For such returns, we will not refund the original delivery costs, and you will be responsible for the return delivery costs. You must pack up the product/s securely and using the customer services label on the front of the delivery note, send back to our customer services team, including the delivery note with the returns information completed.
- In order to ensure the safe return of product/s we recommend that you obtain proof of postage from the post office and retain this proof of postage until you have received your refund.
- All refunds will be made via the original payment method.
- We regret that we cannot accept returns of certain products, such as products stated on the Site to be non-returnable including personalised products.
- We reserve the right to refuse to refund or exchange products that are returned to us that are not in a resalable condition.
- You may return to us any product (including personalised products or products otherwise excluded from the cancellation/return rights above) that is damaged, defective or where we have delivered a product to you in error. You must indicate on the delivery form or on the invoice the reason for returning the product. Once we have confirmed that a product is damaged or defective, or was delivered in error, we will refund you the price paid for the product, plus your original delivery costs (except where you are returning only some products from an order) and the cost of returning the product to us.