Cancellations, Returns, Refunds and Exchanges
How to cancel an order: Should you wish to cancel your order, please email firstname.lastname@example.org with your order number or call us on 01173009806 (Monday-Friday, 09:00-17:30).
Alternatively, you can reply to the original order confirmation email you received from us, stating your request to cancel. We aim to reply and action your request within a few hours or less during working hours (Monday-Friday, 09:00-17:30).
If we receive a cancellation notice outside of these working hours (at the weekend, for example), it will be responded to as soon as we return to office hours. We apologise in advance for any inconvenience caused or late reply to your request.
Refund time-frame: If you have paid and then cancelled an order, once we have received your request, your refund will be automatically processed back through your original payment method. If you have sent your order back to us for a refund, we can only process the refund once the goods have been received and checked in by us. We aim to process returns within 24 hours of receiving them (Monday-Friday, 09:00-17:30).
Damaged on delivery: If you notice that the packaging is damaged when delivered by our courier, it is important to check the goods and if damaged, report it to us within 24 hours of receipt (email or phone call). Not adhering to these procedures might delay/cancel your exchange rights.
14-Day Return Policy
In the unlikely event that you are not completely satisfied with your item, we offer our customers a full 14-day refund policy from the date of purchase. Customers will be liable for any return postal charges.
On receiving your item, please check it is of satisfactory quality and as described/appropriate for your requirements. If you need to return your item for any reason, please contact us first so that we can suggest the most appropriate service to use.
If we have advised you to return an item, please fill in the form included and return it with your product. Please make sure this is in the original packaging and with all the accessories when returning.
We recommend that the original packaging should be kept for as long as the warranty lasts in case it needs to be returned. After this period, please consider the environment and recycle the packaging.