Changed your mind or no longer need the products?
Don’t worry! If you’ve changed your mind or no longer need the products you have ordered, by law, you have the right to cancel an order placed on our website or by phone at any time before your order is delivered to you and within a further 14 working days after the day of delivery. If you wish to cancel please contact us directly and we will arrange this for you.
You will receive a full refund of the price you paid for the products but not the applicable delivery charges. We will process the refund due to you as soon as we can and, in any case, within 14 days of the day on which you contacted us to cancel.
As you would expect, there are some exceptions and unfortunately, this cancellation right does not apply in the case of:
- any made to measure products;
- perishable goods, such as food, drink or fresh flowers;
- items with a hygiene packaging or seal which has been removed (for example hair brushes or combs)
- software, DVDs or CDs which have a security seal which you have opened or unsealed.
If the products were delivered to you, you must return them to us as soon as it’s reasonably possible for you to do so. For warehouse collection orders, we would request that you return your order back to our warehouse for a refund. For home delivery orders, or if you are unable to return your purchase back to our warehouse, you will need to arrange and pay for delivery of the order back to us. We strongly recommend that you fully insure your package that you are returning. We suggest the use of a carrier that can provide you with a proof of delivery. We will not be held responsible for items lost or damaged in transit. All shipping back to us is paid for by yourself. We are unable to refund you postal fees.
Any product returned found not to be defective can be refunded within the time stated above
If you are returning items for exchange please be aware that a second shipping charge may apply.
If your order is damaged or faulty, we will refund the delivery charge too. Refunds take 7-14 days to be credited to your payment card or PayPal account, depending on your method of payment when you originally placed your order.
Shop with Confidence
We want you to be happy with the products that you purchase from us so in addition to your legal rights to return your purchase to us within 14 working days, if you’re not completely satisfied with your purchase please contact us within 28 days of delivery and we’ll gladly exchange it or refund you. That’s our promise to you.
Please remember that our products are for use in and around the home by consumers and are not generally intended for commercial use or resale. If you plan on using our products for business purposes, please ensure you have appropriate insurance in place as we won’t accept any liability for the products not being fit for business use or for any loss over and above the cost of the products.
My product is faulty or doesn’t do what it’s supposed to do
We’re sorry about that! We know how annoying it can be when a product has or develops a fault and sometimes, our products don’t live up to our usual high standards or do not do what we say in writing that they will do. If either of these are the case, you should contact us within a reasonable amount of time following delivery or you spotting the fault or problem and we will try our best to help and make the process as pain free as possible. What is reasonable depends on the product. In most cases, a reasonable time is 6 months. However, some products, for example electrical goods, a reasonable time may be 12 months.
Some of the products we sell come with a manufacturer’s guarantee. For details of the applicable terms and conditions, please refer to the manufacturers guarantee provided with the product. If your product(s) came with a manufacturer’s guarantee, you should contact us and tell us about the fault within the guarantee period specified by the manufacturer (these details will have been included in the instructions or packaging of the products).
When we receive a product you return because you believe it may be faulty, we will look at the product(s) and, if they are faulty or do not do what we say in writing that they will do (or, if relevant, do not do what the manufacturer’s guarantee said they would do), we will sort the fault (occasionally through a third party) or replace or refund the faulty products.
As you would expect, we can’t refund, repair or exchange your products where the fault has been caused by an accident, neglect, misuse or normal wear and tear.
When returning products, for whatever reason, please ensure where possible that before you take them back to warehouse, or send them back to us, your purchase is repackaged in a suitable way, ideally using the original packaging it was delivered in. If your purchase is not repackaged we may refuse the return.
If you’re returning the products, all that we ask is that you take reasonable care of them while they are in your possession.
If you would like more information on your legal rights, contact your local Trading Standards Office (www.tradingstandards.gov.uk), Citizens Advice Bureau (www.citizensadvice.org.uk) or www.consumerdirect.gov.uk.
Nothing in these Ts&C’s excludes or limits your legal rights (also referred to as your statutory rights).