Order Cancellation and Goods Return
Should you wish to cancel an order or return unwanted goods please follow the procedures detailed below to help us ensure cancellations/returns are processed as quickly and efficiently as possible.
Cancelling An Order Before Despatch
Simply log on to your customer account, note the order reference number and email the full cancellation details to firstname.lastname@example.org or contact us on 0844 550 0001. Assuming the order has not been despatched we will cancel.
Cancelling An Order After Despatch
You have the right to cancel the purchase of goods without having to give a reason at any time within the “cooling off period” of seven working days, beginning the day after you take delivery of your order.
If you are in possession of the goods you are under the duty to retain them and take reasonable care of them.
You must send the goods back to us in their original condition to our contact address at your own cost (unless we delivered the item to you in error or the item is damaged or defective) as soon as possible once you have cancelled the contract.
Alternatively we will collect the goods from you which will incur a charge no greater than the actual cost of arranging the collection and shipping. In this case you must make the goods available for collection. We will contact you to make further arrangements.
We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.
Upon receipt of returned items in satisfactory condition we will arrange a full credit by the same method used to pay for the goods originally. Any credit due will be processed within a maximum of thirty days.
Note: If you wish to return goods for refund or exchange after 14 days, a re-stocking fee of 20% of the full order total will apply.
Faulty, Damaged or Incorrectly Supplied Goods
If upon receipt of goods you find them to be faulty, damaged or if you have been incorrectly supplied an item, you should notify us within 24 hours by contacting 0844 500 0001 or email@example.com and quoting your order number and contact details.
We will arrange uplift of any damaged or wrongly received goods and if on inspection of goods we also find them to be damaged, faulty or incorrectly supplied, we will offer replacement goods or provide a full refund.
We recommend you inspect all goods prior to signing for and accepting delivery. If there is any visible damage to the outer packaging, ensure goods are sign for as damaged. In instances where it isn’t possible to sign for goods as damaged, these should be signed for as unexamined.
Note: If your goods happen to develop a fault out with the standard returns period but within supplied warranty period or if you require any additional assistance, please contact us on 0844 550 0001 or email firstname.lastname@example.org.
All postage, handling, customs and duty charges for all returned goods are the responsibility of the customer. We recommend using a fully traceable, insured service as goods are your responsibility while in transit.