1. CANCELLATION - you can cancel your order at any time from the moment you place it and up to 14 working days from receipt of goods.
2. RETURNS - to return an unwanted order, you have up to 14 working days to contact us either by post, telephone (not answerphone please) or email. We can then arrange for collection from you on a suitable date.
3. REFUNDS - a full refund will be given for unwanted goods within 14 working days of return, minus any return costs back to us.
4. DAMAGED GOODS - please inform us within 2 days of receipt, if your order has suffered any damage in transit. We will then resolve this as soon as possible.
More details of your rights as an online consumer are set Consumer Contracts Regulations 2014 on this page. This is in addition to your usual rights as set out in the Sale of Goods Act.
a. The Consumer Contracts Regulations 2014 relate to consumer sales only and do not apply to Business to Business trade sales. Our B2B Terms & Conditions for trade sales can be downloaded here.
b. The regulations do not apply to personalised or bespoke orders. Cancellation and refunds for personalised or bespoke orders are at the discretion of the vendor. Partial or full payments may be required, depending on the stage the order is at at time of cancellation.
Right to Cancel - The consumer has the right to cancel a contract to buy and receive a full refund of any monies paid from the time of placing an order and for a period up to 14 working days after receipt of goods.
Cancellation must be made by durable means, such as letter or email (please keep evidence of this, i.e. certificate of posting). Cancellation may also be made by telephone, providing the message is left with a member of staff and not on an answer-phone service.
The right to cancellation does not extend to personalised or bespoke goods and services, or contracts with other businesses.
Returning Goods - If cancellation is made after the goods have been received, then it is the responsibility of the consumer to return the goods. We will also be happy to for arrange collection of the goods and the cost of this will be deducted from any refund.
If the consumer makes their own arrangements for return delivery, it is done so at their own risk and it is highly recommended that adequate insurance against loss or damage should be included. Ensure that goods are adequately packaged, ideally in the packaging in which they were received, before returning. The consumer should also inform us of their intention before dispatching.
A refund will be given within 14 working days of receipt of goods back to us in a saleable condition.
Please bear in mind that the consumer is under a statutory duty throughout the period of cancellation, to retain possession of the goods and take reasonable care of them. It is accepted that some assembly may have been required to assess whether the goods were appropriate or not, but the goods must not be returned in a used condition. We do require goods to be returned in a new and saleable condition. A refund may be rejected, or a partial refund will be given for goods which are deemed used and are no longer able to be sold in an as-new condition.
Damage in Transit - Upon receipt of goods, please check carefully for any damage which may have occurred in transit. If damage is found then retain all packaging and report to us within 2 days of delivery. We regret that we may be unable to process a claim for damage in transit after this period.