Consumer Returns & Cancellation Policy

This policy applies where you are purchasing as a consumer.

This policy should be read alongside our Terms and Conditions.

1. Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.

You then have a further 14 days to return the goods.

2. How to Cancel

To cancel your order, please contact us with:

  • your name
  • order number
  • details of the goods

3. Returning Goods

You must:

  • return goods within 14 days of cancellation
  • take reasonable care of the goods
  • return items in their original condition where possible

You may handle the goods to the extent necessary to inspect them, as you would in a retail environment.

You are responsible for return shipping costs unless the goods are faulty or incorrect.

4. Refunds

Refunds will be issued:

  • within 14 days of receiving the returned goods, or within 14 days of receiving evidence that the goods have been returned
  • using the original payment method

Where you cancel your order, the original standard delivery charge will also be refunded.

We may reduce the refund if the goods show signs of handling or use beyond what is necessary to inspect them.

5. Faulty or Incorrect Goods

If goods are faulty, incorrect or not as described, you may be entitled to a repair, replacement or refund.

In many cases, you have the right to reject faulty goods within 30 days of receipt for a full refund.

Return costs for faulty, incorrect or not as described goods will be covered by the Seller.

Your rights are protected under the Consumer Rights Act 2015.

6. Non-Returnable Items

The following may not be returned unless faulty, incorrect or not as described:

  • items that have been used beyond what is necessary to inspect them
  • items opened where hygiene or safety seals have been broken
  • custom-made or special-order items

7. Returns Process

Before returning any item, please contact us to obtain a returns reference number to help us process your return efficiently.

8. Important Notes

  • statutory rights are not affected
  • this policy applies only to consumers
  • business purchases are governed by separate terms