Return and Exchange Policy

Return window

If you change your mind about an order, please contact us within 14 days of receiving it.

Once we have accepted your return request, the item should normally be sent back within the following 14 days.

This means you have a clear two-stage period: get in touch within 14 days of delivery, then send the approved return back within 14 days after the return has been agreed.

What can be returned for a refund?

We can normally accept a return when the following conditions are met:

Change-of-mind returns

If you simply decide that the item is not what you wanted, a return can normally be arranged as long as the item meets the return conditions above and the request is made within the stated period.

Items bought in sets or packs

Where a product is sold as a pack or set, the complete pack or set should normally be returned together. We may not be able to accept a return for only part of a pack where the individual items were sold as one product.

What cannot be returned?

To keep the process fair and straightforward, we may not be able to accept a return or refund in the following situations:

• The return request is made more than 14 days after the order was received, unless another arrangement applies.
• The approved return is not sent back within 14 days after the return has been accepted, unless we have agreed otherwise.
• The product has been used, written on, marked, altered or damaged after delivery.
• The item has been deliberately changed, modified or personalised after it was received.
• The product is returned incomplete, where parts originally supplied with the product are missing.
• Packaging, labels or accompanying materials are missing to an extent that materially affects the condition or resale of the product, where those materials were supplied with the item.
• The item has been damaged because it was not packaged suitably for its return journey.
• The item is returned without first contacting us and we are unable to match it to an approved return request.
• Only part of a pack or set is returned when the product was sold as a complete pack or set.

Damaged, faulty or incorrect items

If your order arrives damaged, if an item is faulty, or if you receive something different from what you ordered, please contact us as soon as reasonably possible.

We recommend contacting us within 14 days of delivery so that we can look into the issue while the order details are still readily available.

Please include your order details and a short description of what has happened. Where useful, we may ask for photographs so that we can understand the issue before arranging the next step.

Where an item is confirmed to have arrived damaged, to be faulty, or to be incorrect, we will discuss the appropriate remedy with you, which may include a replacement, exchange or refund depending on the circumstances.

Exchanges

If you would prefer an exchange rather than a refund, let us know when you contact us about the return.

An exchange is subject to the replacement item being available. If the requested item is not available, we may offer a refund instead.

The replacement will normally be sent after the original item has been received and checked, unless we agree another arrangement with you.

First return or exchange

For the first approved return or exchange from an order, we will cover the return delivery cost.

Any later return or exchange relating to the same order will be considered case by case. We will confirm the delivery arrangements with you before proceeding.

Return postage

The first approved return or exchange for an order is covered by us. We will provide the relevant return instructions after your request has been reviewed.

For any further return or exchange from the same order, postage arrangements will depend on the circumstances. We will explain whether the return cost is covered before you send the item back.

Please do not arrange an unnecessarily expensive return service without speaking to us first, as we may not be able to reimburse additional costs that were not agreed in advance.

How to arrange a return

Refunds

Once your returned item has arrived, we will check its condition and confirm the outcome of the return.

We aim to complete the refund within 14 days after the returned item has been received and checked, where a refund is due.

What will be refunded?

For an approved full return, we will refund the eligible amount paid for the returned product. Where applicable, the original standard delivery charge will also be handled in accordance with your statutory rights and the circumstances of the return.

Additional delivery costs chosen above the standard delivery option may not be refundable where permitted by applicable law.

Partial refunds

Where only part of an order is returned and accepted, the refund will relate to the eligible returned items rather than the full order.

Important terms

We will always try to deal with returns reasonably and fairly. The time limits and condition requirements above help us keep the process consistent for everyone.

We cannot be responsible for items that are lost or damaged while being returned where the return was arranged outside our instructions or without suitable proof of postage.

We are also not responsible for delays caused by circumstances outside our reasonable control, including major disruption to postal networks, transport disruption, severe weather or other events that prevent a return or replacement from being processed in the usual way.

Nothing in this policy is intended to exclude, restrict or reduce any statutory rights that apply to you under UK consumer law.