Please note: This only relates to internet purchases.
If, for any reason, you are unhappy with your purchase, or it does not meet your requirements, you can return it to us, in its original condition and packaging, within 30 days of the date you received it and we will issue an exchange or a full refund for the price you paid for the item (see our refunds and exchanges policies). Unless faulty, we cannot accept the return of goods that has been made to order, worn, personalised or adjusted.
Items must be returned within 30 days of receipt. If items are returned after this time we are within our rights to refuse a refund but may be willing to offer an exchange, subject to it being in pristine condition.
In the unlikely event that you receive a product that is defective, has been damaged in transit, or is not the one you ordered then you can return it to us for exchange or a full refund within 30 days of receiving it. Under these circumstances we will also refund you the cost incurred returning the item to us. If you are returning a product to us because it is incorrect, we will only refund your postage costs if the item is wrong through an error on our part and not if the product was wrongly ordered by yourself.
This returns policy does not affect your statutory rights.
Please get in touch at firstname.lastname@example.org and request a return form.
How To Return An Item
Items must be returned in their original packaging and with all booklets, guarantees and product tags if they are attached.
To enable us to process your return more efficiently, we ask you to request and print a return form and state whether you want an exchange or a refund. Please remember to include your order number, so that we can track your order on the system. If an item is returned without a return form then, if we are able to trace your order on the system, we shall contact you by phone or email to ascertain the reason for return. If we do not hear back from you within 30 days we reserve the right to either return the item to you or, if the item qualifies, process a refund minus a £10.00 administration fee.
Returns should be sent via an insured and traceable method, such as Royal Mail Recorded or Special Delivery, as we cannot be held liable for any items which go missing in the post and do not reach us. If you use Royal Mail Recorded or Special Delivery then you can check to see if we have received your parcel on the Royal Mail website's ‘track and trace' facility. If a parcel does go missing and never reaches us, it is your responsibility to claim for the item from Royal Mail or the courier used. Please note that if you do not pay enough postage for the parcel and we have to pay a fee to take receipt of it, then we shall deduct that amount plus a £10.00 administration fee from any refund.
Please allow up to 5 working days after receipt for all refunds and exchanges to be processed.
Please send all returns to the following address:
60 Dovedale Road
This does not affect your statutory rights.
OUR REFUNDS POLICY
When we receive a product returned to us for refund and are satisfied with its condition and the reason for return, we will process a refund for the full amount that was paid for the item in the same form of payment, and account, originally used for the purchase. If you have not received your refund within 7 working days of us receiving your product, then please contact us at email@example.com for assistance. If we have agreed to refund the postal cost incurred returning a product to us, this will be done in the form of a cheque.
This refunds policy does not affect your statutory rights.
We will happily exchange your item as long as it is returned in pristine condition and satisfies the criteria for returning an item as outlined above.
In the return form accompanying your unwanted items, we would ask you to include details of which item you would like to exchange it for and also your contact details so we can contact you if necessary.
If your order is 'made to order' we will accept this as an exchange, if the product if defective or damaged, for a different product in our range. We reserve the right to charge a 10% restocking fee for this.
If there is any extra charge to pay, we will contact you so that payment can be made over the phone.
If there is a partial refund due then this will be credited back onto the card used for the original transaction. If you are exchanging for an item of lower value then we reserve the right to add an administration and postal fee to the price of the replacement item. If this is the case, we shall contact you to inform you of this.
If you return an exchanged item for a further exchange, or refund, then we reserve the right to charge an administration fee of £10.00 as well as an additional postage fee.
This exchange policy does not affect your statutory rights.
If an item has been engraved, stamped or otherwise personalised we are unable to offer an exchange or provide a refund, unless you have received a faulty item and we are responsible for that fault. Please note that you, the customer, are responsible for providing an accurate and correctly spelled message for us to engrave.
In the unlikely event that your product develops a fault within a short and reasonable period from receipt then you can return it to us and, if we find it to be faulty, we shall exchange it for you. If, however, the fault is due to excessive wear or accidental damage you will not be eligible for an exchange. If it is found to be faulty we shall also refund your postal expenses in the form of a cheque. Please note we cannot make any concrete promises to exchange an item, or issue a postal refund, until we have seen and assessed the item.