We are happy to offer a refund, exchange or replacement as long as you return it to us via recorded delivery within 28 working days, unopened, unused and in its original condition. We reserve the right to refuse an exchange or refund if items are non-saleable.
Steps for returning items to us are below:
1. You need to complete the Returns Form included with your invoice with the details of the products you are returning and enclose the note with your returned parcel. In order for us to further develop our products and services please give a reason as to why the products are not suitable and whether you require an exchange or refund. Please remember, delivery costs cannot be refunded.
Please always include a convenient telephone number and your emails address in case we need to contact you regarding your return. If you no longer have your Returns Form, please include a covering letter with your name, address, Order Number, a convenient telephone number and your email address in case we need to contact you regarding your return. Please also include the reason for the return and whether you would like an exchange or refund.
2. Please ensure your parcel is sent by Recorded Delivery. We strongly recommend that you obtain a postage receipt with your tracking number. We are responsible for your parcel only once it has been received at our warehouse. Items lost in transit will not be treated as returned, and cannot be exchanged or refunded. Unless an item is faulty, we cannot refund postage costs.
3. Make sure your items are securely wrapped and send your return to:
Units 5 & 10 Telford Way
London W3 7XS
Once we have processed your return our Returns Department will contact you by telephone or email. Items returned by post can take up to 14 working days to process. For refunds, we will reimburse you using your original payment method. Please be aware that it can take 3 to 5 working days after we have processed a refund payment for it to appear on your credit card statement.
If after sending your parcel back you have not been contacted by us, please kindly contact us on +44 (0) 208 740 2085 Monday to Friday: 8 am - 6.30 pm & Saturday 9 am - 5.30 pm or email firstname.lastname@example.org, in order for us to further investigate.