Cancellations and returns
Please note that if, for any reason, you wish to return a product bought from us you may do this within seven working days after delivery (starting the day after you receive the products). To exercise this right you must give us notice by email before the end of the seven day period and you must return the products to us in accordance with the steps for return set out below. Your return rights apply to any products you order from us, unless there is an error on our part or because a product is damaged or defective.
If a product is returned without reaching its final destination because of a refusal to pay certain import duties a refund will be given minus any charges incurred by us for the cost of the return delivery.
Should you wish to cancel your order before it has been dispatched, please email within 24 hours Please provide your customer order number and the date of your order in this email.
Once 24 hrs has passed from the exact time the order was placed, cancellations are not possible.
Orders are generally processed immediately, although please do allow 28 days for delivery once we have accepted your order, as referred to above. After 24 hrs ha passed we may have already prepared your order and arranged for it to be dispatched (if it has not already been dispatched). As a result, we may not be able to stop the order from being sent. If this is the case, once you receive the products you will have to return them to us in accordance with the following returns procedure, which also applies generally to products which you have received and you would like to return:
1. Email us here within 7 days . Please provide full details of the customer order number and the products which are being returned. We will then email you a prepaid return shipping label and a returns form.
ITEMS CAN ONLY BE RETURNED USING THE OFFICIAL PREPAID SHIPPING LABEL WE SEND.
We accept no liability if you return products by any method other than our prepaid label delivery method.
Any notice given by you after 7 days shall not be effective to entitle you to return your products or receive a refund. Please note that we cannot accept returned products which have been personalized or which we reasonably believe have been used.
2. Once you have contacted us and have received THE RETURN SHIPPING LABEL, please complete the Returns Form we have provided also, including a brief description of the products being returned, original customer order number and returns number. Please retain the Customer Copy of the Returns Form for your records.
3. Return the products, properly and securely packaged in the original box / carton, with our prepaid shipping labeland with all protective measures originally present.
You must take reasonable care to ensure returned products are received by us and are not damaged in transit, bearing in mind the nature and value of the product. We accept no liability if you return products by any method other than our prepaid label delivery method. In any event, we accept no liability in respect of returned products unless and until such returned products have been received by us in their original condition and in their original packaging, and which we reasonably believe have not been used. Please make sure that the returned package is properly secured, that you have attached our prepaid label, the necessary Returns Form and the original dispatch note which was included in the delivery to you.
You must retain the recorded delivery receipt for your own purposes in order to provide proof to us that you have returned the products by recorded delivery. This will be required by us only in the unlikely event that the products are not successfully returned despite being sent by recorded delivery.
4. After the returned items have arrived they will be examined and the appropriate refund will be calculated.minus the delivery costs for the return carriage of the products.
You are entitled to reject the products if there is an error on our part or because any product is damaged or defective. If this occurs we will refund you:
the price you paid for the products which you have returned to us (inclusive of the initial delivery charge, or if part of a larger order, the standard per item delivery charge)
In all other instances, if you return products in accordance with our above returns procedures, then we will refund you the price you paid for the products that you have returned to us (inclusive of the initial delivery charge, or if part of a larger order, the standard per item delivery charge)
Please note that we cannot accept returned products that are not in their original condition and in their original packaging, or which we reasonably believe have been used. In such circumstances, no refund will be available, and you will be responsible for arranging for such products to be returned to back to you within 28 days of our notification to you that we will not process a refund in respect of such products.
5. We will process the applicable refund and notify you by email when your refund has been processed.
We will process the returned products and any applicable refund within 30 days after our receipt of your notice.
We will refund any such applicable refund by crediting your credit/debit card (as applicable).
If you initiate a return, but do not return such products to us within 28 days the return will be void and cancelled We shall be entitled to recover such products from you and to charge you for the direct costs of recovering such products. You should note that these charges (which may be deducted from any refund) could be greater than the cost of you returning the products to us and may exceed the price you have paid for the products. Until such products are returned to us, you are obliged to exercise all reasonable care to store the products safely and in appropriate conditions