In the event of failure or unsuitability of any item purchased and delivered in the UK, the following will apply:
1. Items defective on arrival (DOA): If an item proves to be faulty on delivery or within seven days of delivery we will send a replacement within two working days (if in stock) and arrange collection at our cost of the defective item.
2. Items defective within three months of purchase: Items faulty within ninety days of purchase and which still have all the original packaging will be collected at our cost and repaired or replaced within seven days, at the discretion of ourselves or the manufacturer. If the faulty items do not have the original packaging then they must be well packaged and will be collected and sent to the manufacturer for repair.
3. Items defective within warranty period: If an item proves to be faulty after ninety days, you are responsible for returning the item to us. We will repair or replace at our discretion, and aim to return to you within fourteen days although this can take longer depending on the workload of the manufacturers.
4. Items returned under fourteen day satisfaction guarantee: Items returned under fourteen day satisfaction guarantee: Items purchased in error, or found to be unsuitable may be returned within fourteen days of delivery for credit or refund, provided they are returned in ‘as new’ condition (visually unopened, unused and still in complete original packaging) . You are responsible for the cost of return carriage and £15 per box of the original purchase price will be retained to cover our restocking charges and outgoing carriage costs. If the products are not in ‘as new’ condition or complete with all original packaging then these products would be classed as ‘graded’ and an offer of up to 50% of the purchase price will be made.
Please ALWAYS include a copy of your Invoice, or make reference to your original order number within the returned item’s box. This will ensure we can match up returns to the correct order and speed up the whole process dramatically.
If no order number / invoice is included we can’t guarantee your return will be processed in a timely manner.
Return shipping costs from non-UK addresses are the responsibility of the buyer. In the event that you need to return an item from an overseas address, please contact us and we will advise on the best course of action.
If you are unable to send any item back to us, we can collect for a nominal charge of £15 for UK mainland customers (up to 10kg – 30p per kg thereafter). Charges for non UK Mainland returns will be calculated based on weight, items and location.
Where we arrange collection using our courier, it is your responsibility to ensure products are securely and safely packed for transport, padded and cushioned against breakage, and enclosed in a rigid outer box. If in any doubt please refer to the recommended Fedex Packaging Standards, which give comprehensive guidance. If items aren’t returned in suitable packaging and any damage occurs, you will be liable for the cost of replacing the damaged goods.
Where returning a product to us using your own courier or Royal Mail, you must ensure the value of the product is covered by sufficient insurance, as in the event of loss or damage it will be your responsibility to lodge a claim with the transport company.
If we have collected any item which proves not to be faulty, then the customer shall be liable to pay for the uplift at £15 per box and a redelivery charge of £10. If we have arranged any collection from a customer, and the customer is not at home on the agreed date then we will either charge a £15 journey fee (charged to us by our courier), or ask that the item be returned by the customer directly.