Change-of-mind returns for consumers
If you are buying as a consumer online, you normally have 14 days from receiving the goods to tell us that you wish to cancel, without giving a reason. You then have a further 14 days to return the goods. Products should be unused, complete and safely packed with all accessories and original packaging where possible.
You are normally responsible for the direct return cost of unwanted goods. Large or palletised products can be expensive to return, so please contact us for guidance before ordering or arranging transport.
Refunds
We may wait until the goods are returned, or until you provide evidence that they have been sent back. Approved refunds are made to the original payment method within 14 days of receiving the returned goods or evidence of return. For a complete consumer cancellation, the refund includes the basic outbound delivery charge where required by law, but not any extra paid for an enhanced service.
A deduction may be made if handling beyond what is necessary to inspect the goods has reduced their value.
Faulty, damaged or incorrect goods
Contact us promptly and keep the goods and packaging. Please provide your order number, a description of the issue and clear photographs where appropriate. Goods must be of satisfactory quality, fit for purpose and as described. Depending on the circumstances, you may be entitled to a refund, repair or replacement. We will cover reasonable return arrangements where goods are faulty or supplied incorrectly.
Items that cannot usually be returned for a change of mind
- Bespoke, customised or made-to-order products
- Sealed hygiene-sensitive goods once unsealed, where the legal exemption applies
- Perishable goods
- Products mixed inseparably with other items after delivery
These exclusions do not remove your rights where an item is faulty, misdescribed or not fit for purpose.
Business and trade purchases
The automatic consumer cancellation right does not apply to purchases made wholly or mainly for business use. Trade returns require prior approval and may be subject to collection costs, restocking charges and product-condition checks. Faulty-goods rights and the terms agreed for the sale still apply.
This policy does not affect your statutory rights. Consumer cancellation rules apply according to the Consumer Contracts Regulations and faulty-goods rights apply under relevant UK law.