Returns

Returns Policy

This policy applies to UK consumers purchasing standard range products from our website. It excludes custom-made, made-to-specification, and personalised items, except where they are faulty, damaged, incorrect, or not as described.

Our Returns Policy

We offer returns on eligible standard items within 28 days of delivery.

If you contact us within 14 days of delivery, this is treated as a statutory cancellation. You then have 14 days to send the item back to us.

If you contact us after 14 days but within 28 days of delivery, this is treated as a goodwill return. For goodwill returns, the item must be sent back within 7 days of us confirming the return.

Custom-made, made-to-specification, and personalised items cannot be returned unless they are faulty, damaged, incorrect, or not as described.

Items must be returned unused, in resaleable condition, with all parts included, and in the original packaging where possible.

To return an item, please contact us by email or by using our online contact form. We will confirm the return address and provide return instructions. Please do not send items back before contacting us.

You are responsible for return postage for unwanted items, unless the item is faulty, damaged, incorrect, or not as described.

Statutory Cancellation Returns

For eligible standard range products, you have the right to cancel your order within 14 days of receiving your item. The 14-day period starts from the day after the item is delivered to your home address.

Once you have told us that you wish to cancel, you then have a further 14 days to return the item to us.

For returns made under your statutory cancellation rights, we will refund the item price and the standard original delivery cost. If you selected an upgraded delivery service, only the standard delivery cost will be refunded.

We will issue the refund to your original payment method within 14 days of receiving the returned item, or within 14 days of receiving proof that you have sent the item back, whichever is earlier.

Goodwill Returns

In addition to your statutory cancellation rights, we offer a further 14-day goodwill returns period. This means you may return eligible standard range products up to 28 days after delivery, provided they are unused, in resaleable condition, with all parts included, and in the original packaging where possible.

For returns accepted during our additional goodwill period, we will refund the item price only. Original postage costs and return postage costs will not be refunded unless the item is faulty, damaged, incorrect, or not as described.

Late Returns

If your item is returned to us after the 28-day returns period, we may, at our discretion, issue an eVoucher to the value of the item purchased.

Please note that any original postage costs and return postage costs will not be refunded for late returns unless the item is faulty, damaged, incorrect, or not as described.

The eVoucher will be sent by email to the email address used when placing the original order.

How to Return Your Item

To return an item, please contact us by email or by using our online contact form. We will confirm the return address and provide return instructions.

It is your responsibility to arrange and pay for return postage for unwanted items. This cost will not be reimbursed unless the item is faulty, damaged, incorrect, or not as described.

Returns are sent at your own risk. We cannot be held responsible for returned items that are lost or damaged in transit, so we recommend using a tracked service with appropriate insurance.

When Will I Receive My Refund?

Once we have received the returned item and checked its condition, we will issue the refund in line with this returns policy.

For statutory cancellation returns, refunds will be issued to your original payment method within 14 days of receiving the returned item, or within 14 days of receiving proof that you have sent the item back, whichever is earlier.

For returns accepted during our additional goodwill period, refunds will be issued to your original payment method after we have received and checked the returned item.

Your bank or payment provider may take additional time to process the refund.

Where an item is returned late and we agree to issue an eVoucher, the eVoucher will be sent to the email address used when placing the original order.

How to Use Your eVoucher

If your item is returned to us outside our 28-day returns period and we agree to issue an eVoucher, the eVoucher can be used in our online shop and must be used within 6 months from the date it is issued.

To use your eVoucher, enter the code in the “Gift or Discount Code” box at checkout.

The item purchased must be the same value as, or greater than, the eVoucher value. The eVoucher does not apply to postage costs. If the item costs more than the value of the eVoucher, or if postage costs apply, the remaining amount can be paid using the available payment methods at checkout.

Faulty, Damaged or Incorrect Items

We’re sorry if your item is not as expected. If you receive a faulty, damaged, broken, incorrect, or not as described item, please contact us by email or by using our contact form.

Please include details of the issue and images where appropriate. We will then get in touch to provide an appropriate resolution.

Your statutory rights are not affected.

Custom Made-to-Spec Products

Custom-made, made-to-specification, and personalised items are made to your individual requirements.

Change-of-mind cancellations and returns do not apply to these items once your custom order is confirmed, except where the item is faulty, damaged, incorrect, or not as described.

Please check all custom order details carefully before confirming your order.