Returns & Refunds

A fair and fast returns service

Standard Return Policy

All returns are subject to our full Return & Refund policy.

If you change your mind, you can return your non-customised product(s) to us within 14 calendar days of delivery. This option is in addition to your consumer rights to return damaged or defective products.

Exclusions

Please note that certain goods are not eligible for return or exchange. These products include custom-configured products exceeding a combined or unit value of £100. For full details regarding the returns of custom-configured products please refer to our full Return & Refund policy.

Returning an item

If you wish to return your order, or particular items from it, please contact us. Make sure to provide the following details when you do:

  • Your order number
  • Details of the product(s) you wish to return and why
  • The full address from where we can collect the goods
  • A contact phone number

Upon acceptance of a valid return you'll be emailed a Return Authorisation (RA) number. Please indicate this clearly on your returns packaging to ensure swift processing of your return.

Cancellations & Changes

If you wish to cancel or change an order or elements of an order prior to dispatch, please contact us as soon as possible.

Custom-configured products exceeding a combined or unit value of £100 cannot be cancelled or changed if they have entered production.

Please note that our acceptance of a cancellation or change request regarding custom products having entered production is a goodwill gesture and is not required by UK law, irrespective of value. This policy has been implemented to go above and beyond the industry standard.

Refunds

Once we receive your return and have checked that it conforms to the original returns authorisation we will initiate a refund immediately. If you cancelled an order which has not yet been dispatched, we will initiate your refund immediately or cancel the request for funds from your bank account.

The way in which your refund is processed will change according to your original payment method. Refunds for payments by card will be made to the issuing bank within 5 business days. Refunds for payments by cheque, BACS or cash will be made by BACS within 5 business days. Trade customers may wish to be issued with a credit.

An authorised return will result in a full refund covering all costs associated with the product(s) returned. Note that refunds will not be issued for express delivery costs or any part of the standard shipping costs if only part of an order is returned.

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