Returns, Refunds & Exchanges

When returning your product(s) please ensure you contact us before returning your item(s) using the contact us page, we need to agree to the return before the returns process takes place. Please also fill in the returns form in full that’s sent with the order, the returns form helps us locate your purchase with us and gives us an understanding why the product has been returned. Without the returns form the returns process will be delayed or even voided without a refund or exchange.

Change of mind

If you receive your item and no longer require this, then simply contact us via the contact us page, fill out the provided returns form, return your item stating if you would like an exchange or a refund which will be minus the original postage costs and fees. To be entitled to an exchange or refund your item must be unused, unopened, and sealed in the original retail packaging. This must be sent back to us in perfect condition and within 30 days of your delivery date to qualify for an exchange or refund. To exchange any returned product a postage fee will apply to post your exchanged item back out to you. Any price differences with the exchanged product we will contact you to sort out any payments or refund differences before posting.

Process times

We aim to process all returns within 72 hours of the returned date providing the returns form is fully completed, in readable condition and communication back from the customer is within this timescale.

Faulty products

Upon delivery

If your item is faulty upon delivery, please take photographic evidence of any damage to the parcel / packaging and its contents and send us message using the contact us page explaining what damage has occurred along with the pictures. This must be received within 48 hours of the delivery time, evidence received any later than this may invalid any claims with the delivery company.

Within 30 days of delivery

If your item becomes faulty within 30 days of the delivery date after use, then please contact us via the contact us page with photographic evidence of the fault and explaining how the fault happened.

Once all the evidence has been gathered and items are confirmed as faulty a full refund will be offered or an exchange with free postage.

All proven faulty items within the 30 days’ timescale will be refunded including full postage costs or exchanged with no outgoing postage fees to you. If you are required to return your item and you pay a postage fee to return your faulty item back to us, we will offer you a refunded for this postage fee. You must enclose a postage receipt when sending your item back to us to qualify for the return postage refund.

After 30 days of delivery

If your item becomes faulty after 30 days of the delivery date after use, then please contact us via the contact us page with photographic evidence of the fault and explaining how the fault happened.

Once all the evidence has been gathered, we will contact the manufacturers of that product to see if your item / reasons of fault is under warranty.

Most items are under guarantee against any manufacture faults for 1 year, this does not however cover your product for any accidental faults or wear and tear. Any manufacture faults that occur the manufacturer will have to agree to either repair, replace, credit, or refund your item before returning your item. Please note that this process can take 2 – 8 weeks. All outcomes are made by the manufacturer under there warranty guidelines.

Proof of Purchase

Proof of purchase is always required when dealing with any returns or faults, this could be either your payment details or despatch details with a conformation of delivery. This information must be provided by the customer upon your returns request.

We reserve the rights not to process any exchanges or refunds if any of the return’s rules are not adhered to.

Complaints

If you have any complaints or disputes, then please contact us via the contact us page stating what your dispute/complaint is regarding. Give us as much information as possible, delivery info, product info, nature of the complaint, give us a clear understanding of the complaint along with your full name, contact details, order number and we will investigate this and get back to you within 72 hours of receiving your message. All complaints we aim to close within 72 hours of receipt of the complaint, any ongoing complaints then we will aim to resolve the issue as quickly as possible.