Refund and Returns Policy
This policy
We understand there may be circumstances where you may need to return an item to us. Our returns policy is set out below. We will always process returns in accordance with this policy.
If you have any questions about making a return, or about the contents of this policy, you can contact us using the contact details below:
Telephone
07532250338
If you change your mind
This section sets our policy in respect of ‘change-of-mind’ returns. Please refer to the section below in relation to faulty items.
Before dispatch
If you change your mind after you place an online order, you will have 1 hour after placing your order to cancel it. You can do this by:
contacting us directly using the contact form on the website providing your name and order number, also reason for cancellation. Alternatively you can contact us by phone, email or social media.
If payment has not yet been taken, we will not charge you after you have cancelled your order. If payment has already been processed, a refund will be sent to your original payment method.
Changing your mind – after dispatch
If you change your mind after you receive your item, you should notify us of this within 14 calendar days of you receiving your item.
In order to return your item you should:
1. Ensure that the item is still in the same condition that it was in when it was purchased, with all tags and packaging intact.
2. Notify us within 14 days that you would like to return the item by:
contacting us directly using the contact us form or via email.
3. Once you have notified us of your return, you will receive an acknowledgement and instructions confirming how to return your item to us. Returns should be returned to us via: THE SAME SHIPPING METHOD IT WAS RECIEVED, WE WILL INFORM YOU OF THIS UPON CONTACTING US BUT WILL EITHER BE ROYAL MAIL, DPD OR PARCELFORCE.
4. You must cover the postage and shipping costs of your return. You should purchase a shipping label from the above courier.
5. You must ensure that your item is returned to us within 7 calendar days of us acknowledging your return request.
Once we receive your returned item, we will conduct a quality check and we will notify you of the outcome of this. If your item is returnable, your refund will be sent to your original payment method within 14 calendar days.
Exclusions
Please note that some items may be excluded from our change-of-mind returns policy. If this is the case, this fact will always be marked on the non-returnable products and made clear to you at the time of your purchase. Items which are non-returnable include:
Substrates – if they have been opened
This section does not affect your statutory rights. If your item is faulty or unsatisfactory, please refer to the section below.
Returning a faulty item
The goods that you receive from us must be:
– of a satisfactory quality;
– fit for purpose; and
– match any description, sample or model by reference to which they were sold.
We really hope that you will not need to return a faulty item to us. If you do need to do so, you should follow the instructions in this section.
If you are returning a faulty item within 30 calendar days of receiving your goods you can request a full refund from us.
If you are returning a faulty item after this period you may request a repair or replacement from us in the first instance. If you are still not happy after a repair or replacement, you may be entitled to all or some of your money back, in accordance with your consumer rights.
How to return a faulty item
If your item is faulty, you should:
1. Notify us of the fault by:
Contacting us directly via the websites “contact us” page or via email.
2. Once you have notified us of the fault, you will receive an acknowledgement and instructions confirming how to return your item to us.
3. We will cover the postage and shipping costs of your return. We will send you a shipping label for: THE SAME SHIPPING METHOD IT WAS RECIEVED, WE WILL INFORM YOU OF THIS UPON CONTACTING US BUT WILL EITHER BE ROYAL MAIL, DPD OR PARCELFORCE.
4. The courier will usually specify that the label should be used within a fixed period. You will be provided with instructions about this with the shipping label.
Once we receive your returned item, we will conduct a quality check and we will notify you of the outcome. If you are entitled to a refund, this be sent to your original payment method within 14 calendar days following the outcome of the quality check.
If you are entitled to a repair, replacement or re-installation, we will usually arrange this within 7 calendar days following the outcome of the quality check.
The rights in this section exist separately from any warranty you may also have. Please contact us if you would like to discuss your warranty.