Returns and Refunds
- We will not refund if you have used or damaged a Product: If you handle the Product in a way which would not be acceptable for resale, we cannot provide a refund. For example, we don’t refund if the Product's condition is not "as sold", or if any tags have been removed, or if the packaging is damaged or accessories are missing.
- When and how we refund you: For Products that haven’t been delivered to you, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. For Products that you're sending back to us, we refund you within 14 days of receiving them back from you. We refund you by the method you used for payment. We don't charge a fee for the refund. Refunds under any other circumstances are at our sole discretion.
- You have rights if there is something wrong with your Product: If you think there is something wrong with your product, you must contact us.
- Your rights and remedies if you are a consumer: We honour our legal duty to provide you with Products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website at citizensadvice.org.uk. Remember too that you could contact us directly to resolve disputes with us.
- Summary of consumers’ key legal rights: The Consumer Rights Act 2015 says Products must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your Product your legal rights entitle you to the following:
- Up to 14 days: you can request to return Products as described above to get a refund.
- Up to 30 days: if your Products are faulty, then you can return them as described above to get a refund.
- If your Product is faulty or you have cancelled your order, you must take reasonably good care of it until it is returned to us. Return the Products along with all paperwork, packaging, user manuals and service papers (as applicable). You must return the Products to us within 14 days of our acceptance of your notification of the fault or your decision to cancel.
- The Products' original packaging and paperwork add significant value. If a refund is due, deductions may be made if these items are missing or damaged, this may be up to 25% of the purchase price.
- If you have cancelled or are returning your purchase, you are responsible for return postage, packaging and insurance. You must follow our reasonable instructions. We recommend using a tracked courier, keeping proof of postage. Ensure the Products for their full value and pack them securely to prevent damage during transit. Use a courier service that is at least as secure as the one we used to send the Products to you. We are not responsible for items lost or damaged in transit during return.
- If you are outside the UK, you may have to pay import/export duties or other taxes, fees, and charges for work done on your Goods or returns. Complete relevant declarations correctly. Any additional customs clearance charges are your responsibility. If unsure, contact your local tax or customs office for information.
- Upon receiving the returned Products, we will need reasonable time to inspect them to ensure they have not been altered and are the same items sold to you. We may deduct from your refund for any loss in value caused by unnecessary or negligent handling by you.
- We will issue any refunds due to you no later than 14 days after receiving the returned Products.
- We don’t provide warranties on the Products but if a Product is still under warranty by the manufacturer, it will be passed on to you for the remaining period of warranty.