Refund policy

 

What do I do if my item arrived damaged?
Your item should arrive in perfect condition, but if the item has been damaged in transit, please contact our customer care team. Make sure you inspect your goods when you receive them to ensure you are happy there is no damage.

What do I do if my item is faulty?
All of our products have a two-year warranty unless otherwise specified. In the unlikely event there is a fault, please contact our customer care team.

What is your returns policy?

We want you to be delighted with your purchases.

Our returns policy excludes bespoke or made to order items which are noted as such on the order form.

For non-bespoke items we fully comply with the Consumer Contracts Regulations, which give consumers buying on-line the right to examine and test items at home as they would in a shop. Business customers do not have this right.

Please note if your return doesn’t include an order number provided, we may not be able to process your return. In the 1st instance please contact our customer care team as we may direct you to return an item to the manufacturer, in this instance, we will provide the returns address along with your returns number. 

So, if you're not happy with anything you've bought, simply let us know in writing (email is fine) within 14 days of receiving the item, and after having received a returns number send the item back to us for a full refund excluding the standard cost of delivery. 

As with returning items to a shop, it is your responsibility to arrange and pay for the return of goods that have been correctly supplied and are not faulty. It is important that any non-bespoke items you return are in perfect condition, undamaged and unopened and packaged as received, unused and in a sale-able condition to be accepted for a return. We recommend that they are sent via an insured and signed-for service. 

If you are asked to sign for the goods, please first inspect them to ensure that they have arrived undamaged. Once you have signed for the goods it may not be possible to later prove that the damage occurred before they came into your possession.

If the goods are left without a signature, please make sure you contact us within 24 hours of the delivery taking place to notify us of any damages or shortages.

Damages correctly notified will be replaced free of charge. However, if you choose to cancel the order at that point rather than accept a free replacement, you must return the goods to us at your expense.

Last updated: 01/10/2025