Política de reembolso

Quick Summary

We aim to keep returns simple and fair.

  • You can return items within 30 days of delivery.
  • Please request your return through your account first. EU consumers can also exercise their right of withdrawal electronically using the Withdraw from contract here link in the footer of our website.
  • Items should be in a resalable condition, unless faulty.
  • You can inspect items as you would in a shop.
  • A £3.50 return label fee applies to standard UK returns.
  • International customers are responsible for return shipping costs, unless the item is faulty or incorrect.
  • No fee for faulty or incorrect items.

If something is wrong with your order, we will always work to resolve it quickly.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, or applicable international consumer protection laws.

How to Make a Return

EU consumers: You can also exercise your statutory right of withdrawal electronically without logging into an account by selecting the Withdraw from contract here link in the footer of our website. This is an alternative way to notify us of your withdrawal and does not replace the return instructions below.

Step 1: Request your return

  1. Log in to your account.
  2. Go to Orders.
  3. Select the order.
  4. Click Request return.
  5. Choose your reason and submit.

Step 2: Approval

  • We review requests within 24 hours, Monday–Friday.
  • You will receive an email once approved.

Step 3: Return Instructions

  • UK customers can use our Royal Mail Returns Portal.
  • International customers will receive return instructions by email where applicable.
  • Please contact us before returning any international order.

Step 4: Pack your return

  • Pack items securely.
  • Include all packaging and accessories.
  • Reuse outer packaging where possible.

Step 5: Send it back

  • Keep proof of postage and tracking information.
  • International returns should be clearly marked as Returned Goods on customs documentation where applicable.

Refunds

  • Refunds are initiated within 1–2 working days of receiving your return.
  • Refunds are made to your original payment method.
  • Your bank or payment provider may take additional time.

Full Returns Policy

1. Returns (Consumers)

You may cancel your order within 30 days of receiving your goods, and then have a further 14 days to return them.

Electronic Withdrawal Option for EU Consumers

If you are a consumer in the European Union, you can exercise your statutory right of withdrawal electronically by selecting the Withdraw from contract here link in the footer of our website.

The electronic withdrawal process has two steps. After selecting the link, you will be asked to enter the information needed to identify your order and process your request. You will then be asked to confirm that you wish to withdraw.

Once you have completed the process, you will receive confirmation that we have received your withdrawal request by email.

This electronic option is provided in addition to the other methods of exercising your right of withdrawal set out in this policy. It does not affect your statutory rights.

Condition of Goods

You may inspect goods as you would in a shop.

We may reduce your refund if the value of the goods has been diminished due to handling beyond what is necessary. This may include:

  • Damage to the item or packaging.
  • Missing parts or accessories.
  • Broken seals where opening was not required.
  • Modification or use beyond inspection.

Return Costs

  • A £3.50 return label fee will be deducted from standard UK returns.
  • International customers are responsible for return shipping costs unless goods are faulty or incorrectly supplied.
  • No fee applies to faulty or incorrect items.

International Returns

  • Customers outside the UK are responsible for complying with local customs requirements when returning goods.
  • Returned parcels should be clearly marked as Returned Goods where applicable.
  • We are not responsible for import charges caused by incorrectly declared returns.
  • Original import duties, taxes or customs charges paid by the customer are non-refundable.

Refunds

  • Issued within 14 days of receiving returned goods.
  • Refunded to the original payment method.

2. Faulty or Incorrect Goods

If your item is faulty or not as described:

  • Within 30 days: you may reject the goods for a full refund.
  • After 30 days: you may be entitled to a repair, replacement, or refund where applicable.

We will cover reasonable return costs for faulty or incorrect items.

3. Delivery Issues

Please notify us as soon as possible if there is an issue.

We recommend reporting within 7 days of delivery to allow prompt investigation. Claims reported later may be more difficult to resolve.

We may request:

  • Photos of packaging and contents.
  • Shipping label.
  • Packing slip.

4. Delivery Charges

  • Standard delivery costs are refunded when returning a full order under cancellation rights.
  • Enhanced delivery services are non-refundable.
  • For partial returns, delivery charges may be adjusted where this affects eligibility for free delivery.

5. Personalised and Promotional Items

  • Personalised or modified items cannot be returned unless faulty.
  • Free or promotional items must also be returned, or their value may be deducted.

6. Business Customers (B2B)

Where goods are purchased in the course of business, including purchases made using an approved trade account or trade pricing:

  • Consumer cancellation rights under the Consumer Contracts Regulations 2013 do not apply.
  • Returns are not accepted unless goods are faulty, damaged in transit, or incorrectly supplied.
  • Any return outside these circumstances is entirely at our discretion.
  • A restocking fee may apply to discretionary returns.
  • Return shipping costs are the customer's responsibility unless the goods are faulty or incorrectly supplied.

Faults or delivery issues should be reported within 7 days of delivery.

Business customers should inspect goods promptly upon receipt and before resale. Failure to report shortages, damage, or incorrect goods within a reasonable period may affect our ability to investigate or provide a remedy.

Trade pricing is available only to approved business customers. Orders placed using trade pricing are subject to our Trade Pricing Terms and Conditions.

Limitation of Liability

We are not liable for:

  • Loss of profit.
  • Loss of business.
  • Loss of opportunity.

Our total liability is limited to the value of the goods supplied.

7. Bulk Orders and Order Classification

To protect stock availability, we may review large or unusual orders.

We may treat an order as a business or trade purchase where there is reasonable evidence, including:

  • Large quantities of the same item.
  • Repeated orders of identical items.
  • Requests for bulk pricing.
  • Known resale activity.

For such orders, we may:

  • Limit quantities.
  • Refuse or cancel the order.
  • Apply business return terms and trade account conditions where applicable.

Where classification is unclear, orders will normally be treated as consumer transactions.

8. General Conditions

  • Returns should be requested before sending items back.
  • Items must be securely packaged.
  • Damage in return transit due to poor packaging may result in a deduction.

Final Note

Nothing in this policy affects your statutory rights.

Last updated: June 2026