Returning a product
If you have ordered a product but do not wish to keep it, you can return it using our 14 Day Returns policy. You also have statutory rights to return unwanted products – see Legal 7 Day Cooling off Period.
If your product is faulty or has been damaged in transit, please see If your product is damaged or faulty for how to return these products.
Our 14 Day Returns policy
Save as set out below, you may return any product you have purchased to us in its original condition, unused and in its original packaging within 14 days of the date it was delivered to you and receive a refund. In order to take advantage of this, you must contact us on firstname.lastname@example.org as soon as possible after delivery of the product to your delivery address and request a returns form from us, which we will send to you by email or post. If any products in your Dispatch Confirmation email have been delivered separately to you, you must contact us on email@example.com as soon as possible after delivery to you of the last product in that order. Unless we have agreed to collect the product, you must return the product to us within the 14 day period, together with a completed returns form. Any products returned outside the 14 day period (or not made available for collection by you at the time we agree with you) will not be eligible for a refund.
We do not accept returns of the following under our 14 Day Returns policy: damaged items, special order items, products which are hired rather than purchased, modified items, earplugs, earphones or mouthpieces. If we consider any returned product to have been used, damaged, not in its original packaging or if the tags or labels are missing or removed, we may reject the return and not give a refund. We will not give a refund for any product returned without a completed returns form. You should obtain and keep proof of postage in case you need it as evidence that you have returned the product to us as the returned products are your responsibility until they arrive at our warehouse.
We will issue a refund for the price you paid for the products, less your original costs of carriage, returns delivery charges (or the cost of collection) within 10 working days of the date we receive or collect the returned item(s). We will inform you by email when we refund you. All refunds will be made using the same method originally used by you to pay for your purchase. We will only credit the debit or credit card used to make the original purchase.
Our 14 Day Returns policy does not affect your statutory or other legal rights.
Legal 7 day Cooling Off Period
By law, consumers in the European Union have the right to withdraw from the purchase of an item within 7 working days of the day after the date the product is delivered. In order to exercise this right you must notify us by email at firstname.lastname@example.org within the 7 working day period that you wish to exercise your statutory right to withdraw from your purchase and we will send you a returns form by email or post. Unless we have agreed to collect the product, you must return the product to us. You should return the products to us within 21 days of giving notice of cancellation. Where possible, please use or include with the product being returned, all original boxes, instructions/documents and wrappings.
We will issue a refund for the price you paid for the products (including standard delivery charges) as soon as possible and in any event within 30 days of your notice of cancellation. We will inform you by email when we refund you. You are responsible for the costs of returning the products or our costs of collection. All refunds will be made using the same method originally used by you to pay for your purchase. We will only credit the debit or credit card used to make the original purchase.
Please note that these rights do not apply to products you have hired from us or any products which have been specially made for you.
Please note that you are under a statutory duty to take reasonable care of the products whilst they are in your possession. If you fail to exercise such reasonable care, we may, depending on the circumstances, have a right of action against you for breach of statutory duty. Failure to exercise such reasonable care may, depending on the circumstances, be demonstrated by your failure to include all of the product´s instructions, documents and wrappings when returning the product, the product being damaged or not in the same condition as you received it or having been used.
Details of this statutory right to withdraw and an explanation of how to exercise it are also set out in your Dispatch Confirmation. .
If your product is faulty or damaged
Products with manufacturing faults and defects
If you think a product is faulty or defective you should contact us by email at email@example.com or by telephone on +44 (0) 845 458 4582 as soon as you are aware of the fault. We will then arrange for collection of the product at our cost. If having examined the product, we confirm by email or telephone that it is defective, we will either issue a refund for the price you paid for the product and all delivery charges or, if you wish, repair it or provide a replacement. If you inform us more than six months from the date of purchase, you will be responsible for the costs of collection of the product. This warranty excludes items that have become defective due to misuse, accidental damage or any reason other than manufacturing fault. If an item is found to be without fault on its return to us, and is out of the period of our 14 Day Return Policy, then we will return the item to you and you may be charged for the cost of return and/or collection. We recommend that you insure your product.
If you require a refund, we will issue a refund for the price you paid for the product (including all delivery charges) within a reasonable period of time and usually within 10 working days of the date that we confirm by email that your product is faulty. We will inform you by email when we refund you. All refunds will be made using the same method originally used by you to pay for your purchase. We will only credit the debit or credit card used to make the original purchase.
If you have indicated to us that you wish to have a replacement product rather than a refund, we will provide such replacement product (subject to availability) as soon as we are able. You will not be liable for the delivery charges for the replacement product.
If you have indicated to use that you wish to have the product repaired, we will liaise with the manufacturer and keep you informed. This may take up to 14 days. If we are unable to have the product repaired we will either replace the product or provide a refund on the terms set out in this section.
Please note that you have statutory rights in relation to the condition and conformity of goods. This does not affect your statutory rights.
If your product has been damaged in transit you should report this to us by email at firstname.lastname@example.org or by telephone on +44 (0) 845 458 4582 as soon as possible, and at the latest within 14 days of receiving the product. We will collect damaged goods from you and either deliver replacement goods as quickly as possible at our own expense or provide you with a refund within 10 working days of collection. We will not accept any responsibility for goods damaged in transit if you report the damage more than 14 days after receiving the product. You should take note of the courier’s paperwork or delivery note where goods are damaged in transit as you may be required to provide this to us as evidence.