Refund policy
Returns and Refunds Policy
Our Commitment to You
As a small independent business, we take great care in preparing and packaging every order. We want you to be happy with your purchase and pride ourselves on providing friendly, personal customer service.
If you have any problems with your order, please contact us directly through the Chat facility on our website. We are always happy to help.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible. Photographs of the item and postal packaging would be appreciated to help us investigate the issue.
We will arrange an appropriate replacement or refund in accordance with your statutory rights. You will not be charged return postage for faulty, damaged or incorrectly supplied items.
Change-of-Mind Returns
If you change your mind about your purchase, you have 14 days from receiving your order to notify us that you wish to cancel.
Once you have notified us, we will provide you with our return address. You have a further 14 days to return the goods.
- Customers are responsible for return postage costs.
- We recommend using a tracked delivery service.
- Please return items with all accessories and components in their original product packaging where possible.
- You may inspect goods as you would in a shop. A reasonable deduction may apply if goods have been handled beyond what is necessary to inspect them.
We take great care when packing our items for their postal journey, and kindly ask that you take similar care when returning them. Please wrap items securely, ideally in tissue paper and in the original postal box, or suitable alternative packaging.
Refunds for Change of Mind Cancellations
Once we receive your returned goods, or you provide evidence that they have been sent back, we will make the reimbursement without undue delay, and not later than:
(a) 14 days after the day we receive back from you any goods supplied, or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods.
Refunds for change-of-mind cancellations will include the original standard delivery charge.
Refunds will be made to your original payment method.
Items Excluded from Change-of-Mind Returns
Certain items may be exempt from the 14-day cancellation right where permitted by law. These include personalised products. These exclusions do not affect your statutory rights if an item is faulty, damaged or not as described.
Your Statutory Rights
Nothing in this policy affects your rights under UK consumer law, including the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.