Cancellation of Order before delivery
In circumstances where your order has not been delivered and you’d like to cancel (supply only goods) you must inform us as soon as possible before the delivery date. We’d prefer if this was done by telephone 07720 323744 to stop the delivery taking place and then followed up by post or email to: [email protected] to officially cancel your order. You will be refunded within 14 days on to the card/payment method used. Where orders are for personalised requirements there is no right to cancel.*
Cancellation after delivery
If your goods are incorrect, faulty or damaged on delivery or you have simply changed your mind, you have a statutory 14 day cooling off period for goods supplied (with the exception of products being made to your specification*) from the day after you receive your order. In all cases you have a duty of care for the product and any damage (or additional damage if the product is already damaged). During this time you may cancel your order at any time and receive a full refund. We reserve the right to charge for the collection of the item.
We will not accept returns or cancellations if the Goods have been used, altered by applying chemicals or paints to the surfaces or by altering or customising the goods in any way or doing anything that could be deemed to be an act of the Buyer accepting the Goods as his or her own. The Goods must be returned in the same condition they were delivered.
The vast majority of our products do not incur a collection charge. For other products these will need to be returned at your expense.
About Refunds
Refunds will be paid within 14 days after your request (for items being returned it is 14 days after the item(s) have been received back to the warehouse and checked). Please also allow 3 – 4 working days for your credit / debit card issuer to credit your account.
The product must be in its delivered form and must not have been tampered with in any way.
The product will be inspected on return to ensure that the product has not been tampered with and is complete. If we deem that the product is not of the above standard we shall deduct a reasonable amount to cover any costs to use or return them to you if they are not re-sellable.
Where a refund is to be paid we will usually refund any money received from you using the same method originally used by you to pay for your purchase. We will usually process the refund due to you as soon as possible and, in any case, within 14 days of the day we received your cancellation or the day we confirmed to you via e-mail that you were entitled to a refund for delivery of the defective product.
Any products that are special order, bespoke or purchased in bulk are not subject to the cooling off period.
Items Received as a Gift
The same conditions for both sets of cancellation apply but we can only issue any refunds back on to the original card/payment method. The following exception applies, unfortunately, we cannot exchange for a different product. If you require an exchange for a different product then a new order will have to be placed.
Charges for cancellation
There are certain products which carry a levy for the collection of goods which have been cancelled. Where this applies they are direct costs for the collection of the goods which may include re-packaging costs. If there is a charge for the collection you’ll be notified as soon as possible. Any charges are deducted from the refund returned to customers.
You must read our Terms and Conditions for full information regarding the cancellation and returns procedure. The above returns policy does not affect your statutory rights.