Nothing in these T&C’s excludes the application of your statutory rights. If a Product has a fault, we will provide a replacement, repair or a refund at your discretion. If Products arrive damaged or inoperable or develop a fault within the first 30 days a claim must be made by emailing our Customer Service Team E: email@example.com within 30 days after the parcel has been delivered and providing a full detailed description of the problem with supporting photographic evidence as well as your order number. Depending on the problem our Customer Service team will determine how best to resolve your problem with minimum inconvenience to you. Please note that if you do not contact us within the first 30 days or cannot provide proof of purchase your guarantee may be void. If your Products develop a fault outside of the first 30 days please contact our Customer Service Team and we may at our discretion repair or replace your goods. Products that are damaged as a result of normal wear and tear are not considered to be faulty.
Where we agree that a Product is faulty and needs to be replaced or repaired return shipping will be arranged at our expense. We recommend that items are returned to us via our courier to ensure that they are protected and insured during transit. If a Product is replaced, your replacement Product becomes your property and the returned Product becomes our property. When a refund is given, the returned Product becomes our property.
Where we agree to replace a Product:
- A replacement for the Product that you ordered will be shipped to you at our expense after we have received your returned Product (if required by us). This does not apply to change of mind.
- The delivery time for the replacement Product will be the same as stated for the original Product.
- Your statutory rights but no additional guarantees (change of mind etc) apply to all replacement products.
- In the event of a Product no longer being available we will offer an alternative product of similar quality.
- In the event of an individual item within a set being faulty, we will replace the specific item and not the entire set.
Goods with Manufacturer’s warranty - Refund/Replacement policy
Many of our Products come with a guarantee or warranty from the manufacturer. Please refer to the warranty terms and conditions on or in the packaging, however nothing in those warranty terms and conditions excludes the application of your statutory rights or our change of mind guarantee.
Return Authorisation Number - A Must Have
A Return Authorisation (“RA”) number is required for replacement Products, returns and refunds. To obtain an RA you must have proof of purchase. Where Customer Service has provisionally determined that a Product is faulty, or you have met the requirements to enable you to return the goods due to change of mind, Customer Service will issue you with an RA. Products cannot be returned without an RA. The Product should be returned to us within 30 calendar days of the issuance of the RA to qualify for a replacement or refund where faulty, or within 14 calendar days for change of mind. All change of mind Products must be returned new and unused, and all Product returns must include any accessories, manuals, documentation and registration that were shipped with the Product. If the accessories are not included, or the original packaging is damaged or absent, only a partial refund will be applied.
It is your responsibility to ensure that the Products are protected from damage in transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused.
Unidentified returns may be returned to the sender; therefore please ensure all details are clear and concise.
Returning a product if you change your mind - Online Orders Only
All our orders come with a thirty (30) day refund guarantee in addition to your statutory rights. If, for any reason whatsoever, you are not satisfied with any Product delivered to you, you may, within thirty (30) days of the Product being delivered, return the order. The Product must be in fully resalable condition, with all labels intact and with your original tax invoice (as proof of purchase) and RA number enclosed, to receive a full refund of the purchase price of the Product. You have a statutory duty to take reasonable care of our goods and they remain your responsibility until they arrive safely at our warehouse. This refund does not include the costs of original postage unless you advise us in writing within 14 days of receiving your order that you have changed your mind and then return the whole order to us within 14 days of that. If you are returning only part of your order then we will only refund the purchase price of those Products. In all cases, you are responsible for the cost of return shipping to our warehouse. We cannot accept returns in store of Products purchased through the Site. We recommend that Products are returned to us via our courier to ensure that they are protected and insured during transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused.
For information on the most appropriate way to return items for change of mind you must first contact the Customer Service team via one of the following method:
This change of mind guarantee does not apply to Products that we repair or replace under these T&Cs.
Organising the Return of Products
For options available to return your goods to us please contact Customer Service team at firstname.lastname@example.org.
Products must be returned whenever we agree to provide you with a refund or to replace the Product or ask you to return the Product to us for inspection. Where Customer Service has provisionally confirmed that an item is faulty and we require the goods to be returned to us, we will advise you of how this can be arranged at no cost to you.
Please retain your order confirmation as proof of purchase, as it must be provided to us in order to obtain an RA.