We work tirelessly to ensure all items are of the highest quality. However, if you have a concern with a faulty or damaged item, please follow this procedure to avoid delay in processing your issue.
If you receive a damaged or faulty item, please complete the Returns Form to the right, before shipping back to us, as returns will not be accepted without an Authorisation Code.
To keep costs down for both you and us, please include one or two photos of the fault. In some cases, you may not need to return all the items to have it replaced. This will be at our discretion.
Once we receive your form and photos, we will send you an Authorisation Code for you to include in the package when returning. We will also give you the address of where to send it in the UK.
We will not be liable for compensating you for the return postage cost if you have firstly not advised us of the issue/fault and received authorisation for the return.
We thoroughly inspect all items prior to dispatch and you must notify us within 7 days of receipt if you suspect that an item may be faulty.
If you use the item even though it shows signs of ‘fault’, you will be deemed to have accepted the item in the condition it was received and the item will no longer be eligible for refund or exchange.
Items that are returned as ‘faulty’ will be inspected and we will notify you of the outcome via e-mail within 7 days.
Products are deemed faulty if:
(a) the goods are damaged when the customer receives them; or
(b) the goods show a distinct manufacturing fault.
Please note, items that have been damaged as a result of wear and tear, will not be refunded or exchanged. The items must be in the original condition. Item(s) must not have been washed or altered in any way. Unfortunately, we cannot accept any returns that do not meet these requirements.
In the event that we find no fault with the returned item, you will be notified via e-mail that the returned item cannot be accepted and you may elect to have the item re-delivered to you. If you do not accept re-delivery, we reserve the right to retain the item and the purchase price and recover our fees and expenses from you.
Once an item has been confirmed by us as faulty via email notification, we will process your refund within 14 business days. You will be refunded for the item and all delivery costs.
