You have a right to cancel your purchase. However, to exercise this right you must notify us in writing, (email or letter) within 14 working days from the day after you receive your goods. After notifying us you then have a further 14 working days in which to actually return the goods to us.
As stated above notification of cancellation must be in writing, either by email or completing a cancellation form on our website. We will acknowledge receipt of your cancellation request. Please note - a telephone call is not a valid cancellation.
No right of cancellation, refund or return once you have used your product, unless the product is defective and you are returning it for this reason.
Goods that are sealed or shrink-wrapped and this is removed can only be returned if they are defective.
No right of cancellation exists for personalised goods or goods that are intimate in their nature or goods where there may be hygiene issues, unless defective.
Please observe the following procedure for all returns to us:
On the back of your delivery note or on another piece of paper, (if you no longer have your delivery note), include your order number and the reason for the return.
If you are returning your product because it is defective, please state the defect or defects.
Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.
If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
Unless the product purchased is stated by us on our website as qualifying for free returns you are responsible for paying any postage or shipping costs incurred when returning the product.
Where you bear the cost of any returns we will make this information clearly available to you before your purchase – in the event that such information is not provided by us, we will bear the cost of any returns.
For bulky items we will also provide an estimate of the likely cost of any return.
Subject to the clauses above, where it is not physically practical to return bulky items in the post we will make arrangements to pick up such items.
We recommend that all returns be sent by registered post, so that a record of the return is available for you.
We will not issue refunds for any items lost or stolen in transit to us.
Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.
If you fail to return a product to us, we may make arrangements to have the product collected from you. The cost of this collection may be passed on to you.
Unused products may be returned promptly by customers to our address listed at the end of these terms and conditions.
Subject to the above, we will refund the purchase price of a returned product within 14 days of receiving written notification of your intention to return the product. Where we have not actually received the returned item we will need proof of actual postage prior to issuing a refund.
We will refund the cost of postage incurred returning a product, if incorrectly sent by us.
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