Returns & Refunds
We understand that sometimes things aren't right and you may need to return something. Below are some commonly asked questions regarding our return policy.
If you have ordered and received an item that you no longer require, you have 14 calendar days to ensure the returned item is received by us. It is important that any items you return are in perfect condition with their undamaged original packaging in order to receive a refund.
Before sending your goods back to us, we need to raise a Returns Authorization Form on your behalf. Please email email@example.com including your order number and the item(s) you wish to return.
Should you wish to return an item to us due to no longer wanting it, any costs incurred are the responsibility of the buyer. It is essential that any items returned are sent on a traceable service that requires a signature. We are not responsible for goods where a POD (proof of delivery) cannot be provided.
The returns address for unwanted items can be found on the Returns Authorization Form that we will send you once you have raised a ticket with us.
We allow up to 5 working days to inspect returned items for any fault or damages. Once it is confirmed that the item is in perfect condition and in undamaged original packaging, your order will be processed for a refund less the original costs incurred for postage and packaging. Although we action refunds immediately, it may take up to 5 working days to show in your account.
We request that you contact us in writing via firstname.lastname@example.org with your order number in order to cancel your order. This is the only way we can guarantee an order will be cancelled before it is shipped. If your order has not yet been dispatched then this will be possible free of charge, however, if your order has been dispatched or you have received the order you will be liable to pay a charge based upon the delivery charge and the cost to recover and/or redeliver goods. We request that changed/cancelled items are returned in their original packaging.
Delivery discrepancies: Any discrepancies must be reported within 24hrs of delivery.
On delivery: Should an item be missing then we request that you notify us within 24 hours of delivery. We will not be held responsible for missing items if you have agreed for a delivery to be left somewhere without a signature.
On assembly: Should a part appear to be missing please report this and a replacement will be sent as soon as possible.
Damaged goods must be reported to us as soon as is deemed reasonable, usually within 24 hours of delivery. It is the responsibility of the recipient to check for any damage sustained to the goods during transit, and indicate any damages on the delivery note.
Please inspect your delivered goods before signing the driver’s paperwork. Unfortunately, we cannot accept and process any claims for goods damaged in transit if you do not clearly indicate that the goods/packaging are damaged on the delivery driver’s portal/paperwork.
If you receive a damaged consignment, please report this to us within 1 hour of delivery providing a full description and photos showing the fault/damage. If the damage has occurred in transit and you have followed the procedure above we will replace the item or part free of charge.
Where an item(s) is/are not wanted or has been incorrectly ordered the customer is responsible for payment to return the item(s). The item must be returned to us together with a completed returns form. All goods should be returned with their original packaging and in the same condition they were delivered. You will also be liable for the return carriage and initial cost to package and ship your order. These fees will be deducted from the refund amount which shall be issued once the goods are received back in our warehouse.
If you refuse delivery of an order you will be subject to a 10% return restocking fee. You will also be liable for the return carriage and initial cost to package and ship your order. These fees will be deducted from the refund amount which shall be issued once the goods are received back in our warehouse.