Orders & Returns
Changing or cancelling an order
If you would like your order changed after you have placed it then please contact us via email as soon as possible and we will do our best to meet your request. However, depending on when the item was packed then it may not always be possible to change an order. To find out the status of your order you can log in to your account area and if the order has not been packed or dispatched then we can change the order for you.
1. Returns Policy
We always aim to provide high quality goods that are fault free and undamaged. On occasion however, goods may need to be returned. Returns are governed by these Terms and Conditions.
1.1 If you receive goods which do not match those that you ordered, unless accompanied by an explanatory note detailing the changes, stating reasons for the changes and setting out your options, you should contact us within 10 working days to arrange collection and return. You will be given the option to have the goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the goods. Refunds and replacements will be issued upon our receipt of the returned goods. We are responsible for paying return shipment costs if goods are returned for this reason
1.2 If any goods you have purchased have faults when they are delivered to you, you should contact us within 30 working days to arrange collection and return. Goods must be returned in their original condition with all packaging and documentation. Upon receipt of the returned goods, the price of the goods, as paid by you, will be refunded to you through the payment method used by you when purchasing the goods. We are responsible for paying return shipment costs if goods are returned for this reason
1.3 If goods are damaged in transit and the damage is apparent on delivery, you should sign the delivery note to the effect that the goods have been damaged. In any event, you should report such damage to us within 10 working days and arrange collection and return. Upon receipt of the returned goods, the price paid by you will be refunded to you through the payment method used by you when purchasing the goods. We are responsible for paying return shipment costs if goods are returned for this reason
1.4 You have a statutory right to a “cooling off” period. This period begins once your order is complete and ends 7 working days after the goods have been delivered to you. If you change your mind about the goods within this period, please return them to us within 7 working days of receipt. You are responsible for paying return shipment costs if goods are returned for this reason.
1.5 If you simply wish to return any items to us that you have bought you may do so if the following conditions are met:
1.5.1 You have not used the products; and
1.5.2. You return them to us within 20 working days of your original purchase.
1.6 If you wish to return goods to us for any of the above reasons, please contact us via email to make the appropriate arrangements.
1.7 We reserve the right to exercise discretion with respect to any returns under these Terms and Conditions. Where you have been entitled to any multi-buy discount or free offers due to the size or value of your order exceeding a certain quantity or amount, and any goods are returned (except for an exchange where products are faulty/defective), we are entitled to either require the return of all goods delivered as part of that offer at your cost or charge you for the goods retained by you at the full price quoted on this site. Your statutory rights are not affected.
Taxes and import duties
Our prices include VAT at the current rate. Our VAT number is GB 974 8805 64.
If your delivery address is within the United Kingdom, no additional taxes will be charged to you. If your delivery address is outside of the United Kingdom you may be subject to import duties and taxes (including VAT), which are levied once a delivery reaches your destination country. Any such additional charges must be borne by you. You should note that customs policies and practices vary widely from country to country. We recommend that you contact your local customs office for information.
Please note that when shipping goods to outside the United Kingdom, cross border shipments may be subject to opening and inspection by customs authorities. In respect of all goods dispatched to you at an address outside of the United Kingdom, you are deemed to be the importer of the goods and must therefore comply with all the laws and regulations of the country into which the goods are being delivered.
I want to make a complaint
If you are not completely satisfied with the level of service you receive, please do let us know by telephoning us on 020 8569 7030 or emailing firstname.lastname@example.org. Alternatively, you can write to us at
6 Great West Trading Estate
Great West Road
To acknowledge your complaint within 1 working week
To deal with your complaint fairly, effectively and confidentially
To keep you updated on the progress of your complaint