Naturally, we want you to be happy with every product and transaction to the level that makes you return and to tell all your friends and colleagus about how happy you are. In the real world, occasionally things go wrong and if they do, we want to make you happy with our response to any problems that may have arisen.
Like all businesses, we must have policies, practices and procedures in place that are clearly laid out for the benefit of all. Here are ours.
30 Day Returns & Exchange For New Items Purchased
In additional to your statutory rights, we provide our customers an extended period of 30 Days from the date of purchase to return their item for a full refund or an exchange. During this time you have a duty of care towards the product. We would appreciate if all labels & tags are kept intact and original packaging is returned in an unused condition. In the case of missing original packaging, tags etc., you will be offered a partial refund based on the overall condition of the item. This does not apply to faulty or used products.
Returning A Faulty Product
If you have a faulty item to return, we recommend you contact our customer service team first and email images of the fault before you send the item back. In our experience we have found we can resolve a lot of issues without the need to have the item back first - this means less less costs to both us and our customer and in most cases a much faster resolution.
We aim to turnaround any warranty / guarantee claims very quickly however, In some cases some of our manufacturers like to see the item which may cause some delay. If this is the case we will keep you informed.
Returning a Used Item
As used items are all sold as per their description and photographs, being warranted as in 'used condition', the item will be in a condition commensurate with its age and the amount of use. The only circumstance where return of a used item is acceptable as faulty is when there is a functional deficiency. As used items are unique, their supply is a contract of specific performance.
Free Gift Returns
If your original purchase includes a free gift or gift voucher, you must return the free items back when you are returning the original item. If a free voucher was supplied and already redeemed this will be deducted from your refund.
Return Shipping
Customers are responsible for shipping charges on all returns. Please use a tracked / signed for service to return your item
We recommend that you use a tracked for or signed for service when returning your goods back to us. We can not be held accountable for goods that have been lost in transit.
Devalue Charge Goods When Reasonable Care Not Taken
Whilst the majority of our customers return their goods back to us in a brand new, unused condition with all tags & original packaging intact, there have been instances of customers returning used / damaged items back to us within our stipulated 30 day returns & exchange policy. It is with regret we will now enforce a devalue charge depending on the condition of the item that has been returned back to us. Please remember whilst the item is in your possession you have a duty of care towards it.
The devalue price will depend on the goods purchased and the damage/condition it is returned in.
Refund Mechanism
When refunds are made against a card transaction, they will be made by reversing the transaction against the original purchasing card only. For orders paid by bank transfer, the refund will be made to the originators bank account and no other. Where refunds are made against cash purchases made by personall callers, cash will be refunded to that person face to face with no intermediary involved.