Refund Policy
Business Customers
Where you are purchasing products through our website as a business, or in your capacity representing a business, we do not offer refunds for your change of mind.
If you believe your products are faulty, please contact us. If the fault is the result of improper workmanship or materials, your products may be covered by our Warranty.
Consumers
If you are purchasing products through our website in your personal capacity as a consumer, you may return your products for a refund in accordance with the following terms.
Nothing in this returns policy limits your rights at law, including under the Consumer Rights Act 2015. If you have received a faulty product, please contact us using our contact details below and we will work with you to offer a suitable solution.
What is your returns policy?
You have 14 days after the day you (or someone you nominate) receive the products, to change your mind and return your products to us. Where the products are split into several deliveries over different days, you have until 14 days after the day you (or someone you nominate) receives the last delivery, to change your mind.
What are the exclusions to your returns policy?
We do not accept returns for change of mind in respect of:
(a) any bespoke products which are made to your specifications;
(b) products that you have damaged, or that are no longer in their original condition (including where you have removed any protective film off the products, if applicable); and
(c) any products which become mixed inseparably with other items after their delivery.
How can I request a refund?
If you wish to request a refund, please contact us via email (using our details below) or use the Request to Return Form. You must send the products to us (unless we agree to collect them) within 14 days of telling us that you wish to return your products.
Where should I send my return?
We’ll let you know where to send your return when you contact us to initiate your return.
Who covers the cost of returning the products?
We will pay the costs of return if:
(a) the products are faulty or misdescribed; or
(b) there has been an error in pricing or description, or a delay in delivery due to events outside our control or because you have a legal right to return the products as a result of something we have done wrong.
In all other circumstances, including where you are exercising your right to change your mind, you must pay the costs of return. This includes where we have agreed to collect the products from you.
Will there be any deductions from my refund?
If you are exercising your right to change your mind and returning products to us, we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your mishandling. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
When will I receive my refund?
We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the relevant products back from you.