Our Refunds Policy does not affect your statutory rights.
Table of Contents
- How To Return Items
- Damaged, Defective or Incorrect Goods
- Within Seven Days of Receipt
- Within 30 Days of Receipt
- Gift Refunds
- Gift Voucher Refunds
- Undelivered Goods
- Your Statutory Rights
If you wish to return an item to us please ensure that it securely packaged and has the correct postage paid. Returns should be addressed to:
Whitegates Business Park
Please enclose a copy of the packing note we sent with your order indicating clearly which item you are returning. Please also enclose a note detailing the reason you are returning the item.
We will process the returned item on receipt and notify you of any refund due by email. Refunds will be made by crediting the debit or credit card you used to make the original purchase. You can expect a refund within three weeks of our receiving your return.
Unless damaged or defective when you received them from us all goods must be returned to us in their original condition with all seals intact.
You will be reponsible for the cost of returning goods to us unless they are damaged, defective or supplied by us in error.
If you are returning an item because of an error on our part or because it is damaged or defective, we will be happy to provide a full refund and we'll reimburse your costs in returning it to us. We will also refund the cost of any giftwrapping and other services provided to you in connection with your purchase, where applicable.Your Statutory Rights
Where you are withdrawing from your purchase within the seven working day cooling-off period you must notify us by email immediately and despatch the goods to reach us within seven days of the day after you received them. Where there has been no error on our part, we will refund the cost of the item and the cost of sending the item to you
We will not refund the cost of giftwrapping, other services provided to you in connection with your purchase or the costs incurred by to you in returning the item to us unless you are doing so because of an error on our part or because it is defective.
Where you return an item within 30 days from your receipt, and there has been no error on our part, we will refund only the cost of the item. We will not refund the cost of giftwrapping, shipping or other services provided to you in connection with your purchase.
If you return a gift purchased for you from our website we will forward to you a gift voucher for the value of your return, which you may use as part or full payment for future purchases from our website.
Please remember that normal returns criteria apply and that the refund will not include the cost of returning the item to us or giftwrapping costs unless the return is due to an error on our part.
If you return an item for which you used a gift voucher as part or full payment, we will refund the gift voucher portion to your gift certificate account and any non-gift voucher portion to the card used for the original transaction.
Gift vouchers connected to specific promotions are generally non-refundable. See terms and conditions for individual promotions.
If goods are returned to us undelivered due to inaccurate or insufficient address details as supplied by you we will refund you the total order value less the shipping costs incurred by us plus an administration fee of £5.00.
By law, domestic customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered.
To cancel your purchase within the seven-working-day cooling-off period, please notify us by email and depatch the item to us immediately so as to reach us within 7 days of the day after you receiving delivery. We recommend that you use a recorded-delivery service if the value of the return is more than £50. Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective.