Refund policy
Damaged or Lost Items
Reporting a Problem
If your order arrives damaged or does not arrive at all, please contact us through the Help widget as soon as possible.
Where an item is lost or fails to arrive, we ask that you contact us as soon as possible (ideally within 7 business days of the delivery date or the expected delivery date) so we can investigate with the courier. This timeframe helps us resolve the issue quickly and does not affect your statutory rights.
Replacements & Refunds
If an item is confirmed to be damaged or lost in transit, you may be entitled to a repair or replacement, or where this is not possible or appropriate, a refund, in accordance with applicable consumer protection laws.
Evidence Requirements
To help us assess claims fairly and prevent fraudulent reports, all claims are reviewed on a case-by-case basis. We may request clear photographs showing the damage.
We reserve the right to reject evidence where there are reasonable grounds to believe it is misleading or manipulated.
In some cases, particularly where a fault is reported, we may ask for the item to be returned for inspection where appropriate. If a return is required for this purpose, we will provide a prepaid return label.
Exclusions
Damage caused by misuse, improper handling, or unauthorised product modifications is not covered under this policy. This does not affect your statutory rights.
Packaging
We do not normally offer remedies for damaged outer packaging alone where the product itself is unaffected. Packaging is intended to protect the product during transit.
Returns
Change of mind returns
If you are a consumer in the EU, you have a legal right to withdraw from your purchase within 14 days of delivery without giving any reason. To exercise this right, you must inform us of your decision to return the item and return the goods within 14 days of doing so.
In addition to your statutory rights, if you change your mind, you may return your item within 30 days from the date your order was delivered.
Items should be returned in a condition consistent with reasonable handling. Original packaging is recommended where available.
We may require proof of purchase, such as your order confirmation email, to process the return.
Customers are responsible for the cost of return shipping for change of mind returns. Where required by applicable consumer protection laws (including for EU consumers exercising their right to withdraw), we will also refund the original standard delivery cost. We recommend using a trackable or insured delivery service. You are responsible for the item until it reaches us, unless we have arranged the return.
Faulty or misdescribed items
Under applicable consumer protection laws, goods must be as described, of satisfactory quality, and fit for purpose.
If your item is faulty, damaged, or not as described, you may be entitled to a repair or replacement, or where this is not possible or appropriate, a refund or price reduction, in accordance with applicable consumer protection laws.
Where a return is required for faulty or misdescribed goods, we will cover the reasonable cost of return shipping.
Additional protection
Some products are covered by our separate 12-month Guarantee Policy. This is a voluntary commercial guarantee and is offered in addition to, and does not affect, your statutory rights under applicable consumer protection laws. Please refer to our Guarantee Policy for full details.
Refunds
Where a refund is due, it will be issued to your original payment method.
Refunds will be processed without undue delay and, in any event, within 14 days of:
• receiving the returned goods or receiving evidence that the goods have been sent back, or
• confirming that a refund is due, where no return is required
If you have not received your refund after this period, please contact your bank or payment provider first, as processing times can vary. If you still have not received your refund after doing so, please contact us through the Help widget and we will advise on next steps.
Need Help?
For all order-related queries, including damaged, lost, or return requests, please contact us through the Help widget on our website. A member of our team will be happy to assist you.
Your statutory rights
Nothing in this policy affects your statutory rights under the consumer protection laws of your country of residence. This policy is governed by the laws of England and Wales, except that if you are a consumer resident in the EU, you will also benefit from any mandatory provisions of the law of your country of residence.