We hope you will be highly satisfied with any product purchased on our website, but if you wish to return an item to us for any reason, we aim to do this as quick and convenient as possible.
In accordance with the Consumer Contracts Regulations, that came into force on 13 June 2014 and implements the Consumer Rights Directive for online shopping.
If you are unsatisfied with your order once received you have 14 days from the date of receiving your order to decide and notify us that you would like to return your order. (Excludes bespoke or personalised goods) Once we have been notified the item/s must then be returned to us within 14 days, returns will only be accepted if we are notified within 14 day of your receipt, returns will not be accepted if you fall to notify us before the 14th day.
You must let us know by email that you intend to return your item/s. The returned goods do not need to be in their original packaging however they need to be in a sellable condition. We will issue you with an RGA (Return Goods Authorization) Form, which we ask you to print and include with you return.
You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied, if the loss is the result of unnecessary handling of the goods by you. This applies to all goods that are returned.
As soon as we receive the returning order we will fully refund the cost of the item or exchange any unused item within 14 days of receiving the goods back, you will have to bear the direct cost of returning the goods.
You are to ensure your return order is well packaged, any damage caused in transit back to us will not be accepted or it may incur a repair cost, we advise that your order is returned via a courier with tracking and/or recorded/signed for delivery, ensuring you Keep Your Receipt And Tracking Number For Your Return, As we cannot be held liable if it is lost.
If you do not receive contact from us after 14 days of sending your order back, then please chase up your return with the courier or postal service you used. If the returning item has been lost whilst with the courier then you are to seek compensation from that courier, we cannot be held liable if it is lost in transit.
Please note any refund will not include the original delivery costs. The cost of returning the product will be at your expense, except for items returned due to a fault or damage which has been acknowledged by us.
Faulty Item Return
If an order is returned within 14 days due to the product having a manufacturing fault then there are 2 options.
Any reasonable postage costs you incur will also be refunded. (Maximum amount paid for the return of the damaged item will be that of the UK Standard Hermes tracked delivery price).
If returning goods claiming they are faulty or defective; once we have received the product back and examined it to determine the cause of the fault and if it’s due to a manufacturing error a full refund will be issued, we’ll notify you of our decision.
We will repair the product and return it to you free of charge in accordance with our 1 year guarantee.
After 14 days but within one year of purchase. We can offer you a repair:
If the product is returned after 14 days of delivery due to it having a manufacturing fault then the product will not be accepted for a refund but will be repaired, if irreparable then a replacement will be given for the SAME product in accordance with our 1 year guarantee.
Goods made to the customers specification or are clearly personalised are excluded as they have been made to your specific requirements and therefore cannot be returned as part of our normal return policy. And it is important you make sure the item is what you want before you place your order and check your order carefully (particularly regarding the spelling of any names on a personalised item).
Have a Question?
If you have any questions which are not answered within our website, then please Contact us via our contact us page or by emailing us at firstname.lastname@example.org
All information is correct at time of publication; subject to change at any time without prior notice.