Returns

 

If you're unhappy with the products you receive, we'd like to try and make that right for you. Please drop us a message here so we can help.

 

If you wish to make a return:

To help resolve your request as quickly as possible, please fill in our contact form and describe your request as fully as possible, attaching any relevant photos. Where possible, please use the email address which was used to place the original order, so that we can match your request and order together. In addition, we may ask you to provide proof of purchase so that we can locate your order. We will be in touch within 2 working days.

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We ask that you do not pre-emptively send any returns to us without first contacting us and receiving instructions on how to do this. If you do so, we may be unable to process your return. Instead you must contact us in the first instance, as described above, and once we have agreed what to do with your order, we can send you the information you need to send us your return, including the return address. We use Royal Mail for our returns service.

 

If the item you receive is faulty:

Every product we manufacture is inspected before it is sent to you, to ensure it is free of defects and in working order. However, in the unlikely event you receive a product which is faulty, please contact us and we will establish the best course of action based on the information you have provided.

You should return all of the product's components to us. Once we have received the return, we will examine the product to determine the cause of the issue.

Where a fault is attributable to the goods, our intention will normally be to repair the product first, where this is reasonably possible. If a repair is not appropriate or possible, we may instead replace part or all of the product. Where your statutory rights entitle you to a refund, we will provide one.

Accidental damage, misuse, improper use, modification or other damage occurring after the product was supplied is not considered a fault with the goods. We may ask for information or photographs to help establish the cause of an issue.

As well as the products you're returning, please include the product packaging (the mounting board that the product is attached to). If you still have the original box that the product(s) came in, we ask that you return them in the same box if it is still in good condition. Do not add anything extra in the box.

 

 

If you wish to cancel your online order:

You must notify us of your request to cancel your order within 14 calendar days of receiving the goods. You can do this using our contact form. You then have a further 14 calendar days from the date you cancel your order to return the items to us.

The products should be unused and in the condition they were sent to you. If this is not the case, we reserve the right to make a deduction from the refund amount commensurate with the diminished value of the goods caused by excessive handling, in accordance with the Consumer Contracts Regulations 2013.

If you still have the original box that the product(s) came in, we ask that you return them in the same box if it is still in good condition. Do not add anything extra in the box.

If, on your original order, you selected a non-standard postage, the refund will only include the standard postage amount we charge, not the higher value postage. If the postage charge on your order was free, you will not be refunded any amount relating to postage. This is in accordance with the Consumer Contracts Regulations 2013.

You are responsible for the direct cost of returning the goods to us (e.g. return postage & packaging).

Your refund will be processed once we have either received the goods or received evidence they have been sent to us, whichever is first.

If you have ordered items that are personalised to you, the same rights of cancellation do not apply for those items.

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