Cancelling your order
Cancellation and returns period
Since orders are despatched promptly, we are unable to cancel orders after you have received your order confirmation email.
If you make a purchase online but change your mind once you’ve received your order, under the Consumer Contracts Regulations 2013, you are entitled to a full refund (via the original payment method) provided you notify us within 14 days of receipt that you wish to cancel your contract. You can inform us of your wish to cancel your order by emailing our Customer Services team at email@example.com.
You will then have a further 14 days to return your product. Your return of goods will be arranged through one of our designated couriers and on a convenient day to suit. You must not directly return the goods yourself.
Provided the return meets the terms of our returns and refunds policy, you will be entitled to a full refund, including delivery charges if applicable.
We are unable to provide a refund of the delivery charges when only part of your order is being cancelled.
Taking care of our goods
Where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them, we reserve the right to refund you in full less any amount due by way of compensation, to either repair the goods or to cover any loss.
You may cancel your contract provided that it is in its original condition including the packaging.
When will I be refunded?
If you are not entirely happy with your purchase you can return your item/s within 28 days of delivery, for a full refund to the original payment.
Once we have received the product(s) and if appropriate, any packaging, a refund will be credited to the payment card account within 2 weeks. Please note that it may take up to 14 days for your bank to credit your account. We are not liable, and cannot take responsibility for, any bank charges that you may incur during the refund process.
Faulty or damaged goods
If you make a purchase online but find when you receive your purchase it is either faulty or damaged, then you have up to 30 days to reject the goods, from the date of purchase, and return it to our warehouse to receive a full refund.
You must first report any faults or damages to us by emailing our Customer Services team on firstname.lastname@example.org.
You will then have a further 14 days to return your product. You return of goods will be arranged through one of our designated couriers and on a convenient day to suit. You must not directly return the goods yourself.
Your responsibility and our liability
Whilst you are deciding whether to retain your purchase, you do have a statutory duty to take reasonable care of our goods and they remain your responsibility until they arrive safe and sound at our warehouse.
We reserve the right to inspect all goods that are returned to us so please do not damage the goods whilst you inspect them or try them on for size. This includes any original packaging and labels.
In the event that substantial damage has been caused to the product then we reserve the right to refuse a refund or exchange.
Where goods are returned damaged or not in their original packaging, we reserve the right to refund you in full less any deductions due by way of compensation for any damage that may have been caused. In the event that substantial damage has been caused then we reserve the right to refuse a refund or exchange.
Once we have received the product(s) and if appropriate, any packaging, a refund will be credited to the correct payment within 14 days. Please note this usually takes between 3 – 5 days but may take up to 14 days.
Returning outside the returns period
If you return your purchase after the periods outlined above (with the exception of faulty or damaged goods), we reserve the right not to offer you a refund in full.
We may instead return your purchase to you. Prior to sending it, you will be charged the delivery fee applicable to the products and your location.
Your statutory rights
Our refund policy does not affect your statutory rights in respect of faulty or damaged goods.