Cancelling and returning your order
We have every confidence that you will love your order, but if you do change your mind for any reason, you can cancel your order by emailing us at firstname.lastname@example.org within 14 days of receipt of your order. We will issue a full refund, minus the delivery charge, for items returned in a fully resalable condition, which includes being in the original, unmarked and undamaged packaging. Items must not have been used in any way.
If we have not dispatched your order when you cancel, we will issue a full refund, minus the delivery charge. Refunds for orders not yet shipped can take up to seven days to process.
If we have shipped your order, please take delivery, and check your order thoroughly for any damage from transit. If there is no damage, repackage the item carefully in its original packaging and contact us to arrange a collection. We will issue a full refund minus the delivery charge on inspection of the returned product, which can take up to 14 days.
If you find the product has been damaged in transit, take photos of the outside of the packaging and the damaged product still inside the packaging and leave the product in the packaging for the courier to inspect on collection. Contact us within ten days of receipt to notify us of any damage in transit.
If your order is not fit for purpose, is faulty, damaged, or incorrectly described or supplied, please get in touch with us at email@example.com with photos and a description of the problem as soon as possible and within 14 days to arrange a collection for a refund or exchange.
How we process returns and refunds
We will send you an email to notify you that we are processing your refund once we have received and inspected your returned item. Refunds can take up to 14 days to process from when we receive a returned item. Any delivery charges will be deducted from the total refund amount. Refunds will be returned to the original payment method.
Unfortunately, we are not able to refund sale items.
Exchanging your order
If you need to exchange an item, please email us at firstname.lastname@example.org within 14 days of receipt with the reason for the exchange. We can only offer exchanges on items that have not been used and are in a resaleable condition or in the unlikely event that they are defective, damaged on receipt, or not fit for purpose.
Collection and delivery charges for returning orders
We do not offer free returns on any items. If you wish to return an order, we will arrange collection and delivery back to our office and deduct the cost from your refund. We will contact you with the price before we arrange the collection. Where possible, we will strive to find a collection solution equal in cost to your original delivery charge. You are welcome to find an alternative courier, but we must first approve them.
Returns for customers outside the UK
If you wish to return an item from outside of the UK, please email us at email@example.com, and we will provide a quote with instructions for the collection of your order. Delivery charges, customs and import fees will be charged to you. We will provide an estimate of these charges before arranging the collection. All charges will be deducted from your refund amount. Refunds will be issued to the original payment method and can take up to 14 days from when we receive and approve the returned item.