Returns Policy
This Policy
We understand there may be circumstances where you may need to return an item to us. Our returns policy is set out below. We will always process returns in accordance with this policy.
If you have any questions about making a return, or about the contents of this policy, you can contact us using the contact details below:
- Telephone: 0117 363 7920
- Email:[email protected]
Changing Your Mind - Before Payment
If payment has not yet been taken, we will not charge you after you have cancelled your order. If payment has already been processed, a refund will be sent to your original payment method.
Please note that you cannot change your mind if the order has already been processed and is a personalised item.
Changing Your Mind - After Dispatch
If you change your mind after you receive your item, you should notify us of this within 90 calendar days of receiving your item.
Please note that you cannot change your mind if the order has already been despatched and is a personalised item.
In order to return your item you should:
- Ensure that the item is still in the same condition that it was in when purchased, with all tags and packaging intact.
- Notify us within 90 days that you would like to return the item by visiting this page.
- Once you have notified us of your return, you will receive an acknowledgment and instructions confirming how to return your item to us.
- You must cover the postage and shipping costs of your return.
- You must ensure that your item is returned to us within 14 calendar days of us acknowledging your return request.
Once we receive your returned item, we will conduct a quality check and notify you of the outcome. If your item is returnable, your refund will be sent to your original payment method within 14 calendar days.
Returning a Faulty Item
The goods that you receive from us must be:
- of satisfactory quality;
- fit for purpose; and
- match any description, sample or model by reference to which they were sold.
We really hope that you will not need to return a faulty item to us. If you do need to do so, you should follow the instructions in this section.
If you are returning a faulty item within 90 calendar days of receiving your goods you can request a full refund from us.
If you are returning a faulty item after this period, you may request a repair or replacement from us in the first instance. If you are still not happy after a repair or replacement, you may be entitled to all or some of your money back, in accordance with your consumer rights.
How to Return a Faulty Item
- Notify us of the fault by emailing photographs of the damage, including the packaging, to the email address stated on the packing slip. We will prioritize the replacement of your order within 1 business day.
- Once you have notified us of the fault, you will receive an acknowledgment and instructions confirming how to return your item to us.
- We will cover the postage and shipping costs of your return.
How to Return a non Faulty Item
- If you wish to return an item please contact us on the email stated on the packing slip.
- Once you have notified us of the return, you will receive an acknowledgment and instructions confirming how to return your item to us.
Once we receive your returned item, we will conduct a quality check and notify you of the outcome. If you are entitled to a refund, this will be sent to your original payment method within 14 calendar days following the outcome of the quality check.
If you are entitled to a repair, or replacement we will usually arrange this within 7 calendar days following the outcome of the quality check.
Exclusions
Please note that some items may be excluded from our returns policy. If this is the case, this fact will always be marked on the non-returnable products and made clear to you at the time of your purchase. Items which are non-returnable include:
- Any of Our Personalised Items
This section does not affect your statutory rights. If your item is faulty or unsatisfactory, please refer to the section "How to Return a Faulty Item".