Lost, damaged or incorrect orders
Let’s get this sorted for you. If you have an issue with all or part of your order, get in touch with one of our team via the site and we’ll get on to it.
If you have not received your order, you must contact us, within 7 days of dispatch. We will then perform a full investigation, both internally and with our carriers. Unfortunately, we are unable to investigate non-delivery after this time has expired.
If your order is visibly damaged on receipt, you must sign the carrier’s delivery note accordingly. If not, we will be unable to follow this up with the carrier.
For products requiring installation or assembly, any issue with the received product must be reported to us in writing, via email. This must be done before installation or assembly has begun. We will advise further at this point. We will be unable to assist if product installation or assembly has been attempted in any way. Please feel free to contact us directly if you are uncertain about this and we are happy to assist.
Returns or cancellations
We'll keep this easy for you. But first, there’s some stuff that you need to know, before getting in touch. Returns can not be made in store. Certain items are non-refundable (unless faulty) e.g. special orders, food, fireworks, cosmetics, grooming products, security sealed items, gift cards, etc. If you are uncertain about the returns policy for a product, then please contact us before you order.
Refusing, rejecting or otherwise returning goods without prior approval is an unacceptable form of return / cancellation and may incur charges. Approval must be sought and received, prior to returning any part of an order.
You need to tell us that you wish to cancel within 14 days, from the date of delivery. To avoid confusion, the day of delivery is counted as day 1. Should a delivery date be unconfirmed, this is considered to be 3 working days from date of order. Goods must not be used in any way and must be returned in ‘as new’ condition, with all seals intact.
Upon returns approval, you will need to package and return the product safely to us within 14 days (at your own risk). To avoid confusion, the day of approval is counted as day 1. We are unable to refund any postage or packing costs. We may have to make a deduction from the refund, to account for any loss in value of goods before they are returned to us (e.g. the item is damaged due to poor packaging). There may be certain items that we are unable to accept as returns (e.g. special orders, or for health or hygiene reasons). Sometimes (e.g. where an item is supplied including free postage) we may charge a restocking fee which will be deducted from your refund. Please contact us before purchase, if you are uncertain about anything.
Once you’ve read the above, just submit a returns request. We’ll get in touch to advise.
Items developing a fault / faulty
So you’ve tried to switch it off and back on and it’s still not working, hey?
If it’s less than 28 calendar days since purchase, we could offer a repair, exchange or refund. If the fault happens after this, the manufacturers are the best equipped people to resolve this for you. Check the items warranty card, for details of how to contact the manufacturer.
Drop us a message via your order area and we’ll advise. Just so you know, we may need you to return the product to us, for inspection. If the product is confirmed as faulty after inspection, we will refund reasonable return costs. If a returned item is found not to be faulty, we will return the item to you; you will be liable for all carriage, in this instance.
