Last Updated: 14 February 2020
Returns & Cancellations
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange. Please inspect your items upon receipt and contact us as soon as possible if you wish to return anything. This does not affect your consumer rights regarding faulty goods (please see below for detailed information).
If you require an extension to the returns period please contact us. While we cannot guarantee this, we will always try and be flexible.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food.
Additional non-returnable items:
- Gift cards
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds may be granted, these are handled on a per case basis and only if applicable:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund (along with the reason).
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment. This is normally done the same day but please allow us up to 7 days.
Late or missing refunds (if applicable)
If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund, please contact us.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us. If you wish to exchange it for a different item then we will handle it as a return or cancellation (if applicable), after which you can order the new item through our website, or sales representative (B2B).
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, then everything will need to go through them.
To return your product, you should first contact us. This will allow us to book your return into our warehouse in order to reduce any handling delay at our end.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable, except for faulty goods (please see below).
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
We are unable to guarantee we will receive your return so we always recommend that anything you send is tracked or requires a signature. This can help resolve any confusion or issues should an item go missing.
Any items that are faulty we will refund the most economical shipping expenses. This means that if you choose to use an express service the balance between an economy service and the express will be at your expense. This is to avoid any abuse of our returns system.
We accept the following reasons for faulty goods:
- Satisfactory quality – items should not be faulty or damaged when you receive them.
- Fit for purpose – the items should be fit for the purpose they are supplied for, as well as any specific purpose you made known to us before you agreed to buy the items.
- As described – the items must match the description given to you, along with any images shown to you at the time of purchase. Please note regarding images that monitors often have colour differences so while some colours may vary from the screen this is not the same as receiving something that’s red when it should be blue.