How do I return an existing item?
Please email firstname.lastname@example.org detailing why the item is to be returned and whether you would like an exchange or a refund, quoting your order number.
From receipt, you have 28 days to decide if you want to return any item within your order. Your item must be in its original unused condition to be returned, unless there is a manufacturer defect. Should 28 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.
It can take up to 7 days for us to receive your return, depending on which postal service you use. Once received the item will be inspected and processed, we will then confirm via email what action we have taken.
Any refund will automatically be issued to the payment method used to make the original purchase and in the event, we are unable to provide a suitable replacement we will automatically refund you and contact you via email. In all cases, the items returned must be in their original condition. All goods will be inspected on return and any item in unsuitable condition will be sent back to you.
Please send your returned goods to:
Unit 18B Airfield Industrial Estate
The goods are your responsibility until they reach us and we recommend you use a postal service that insures you for the value of the goods you are returning and requires a signature upon receipt. If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company or bank, it may take some time before your refund is officially posted.
If these routes are not successful and you still have not received your refund yet, please contact us at email@example.com.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
My return was processed but I wasn't refunded my delivery charge
We will usually refund you what you paid for the goods but deduct the delivery charge except in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty. You will be responsible for paying the shipping costs of the item you are returning.
I have been refunded the incorrect amount
We are very sorry if we have made a mistake on your refund. Please get back in touch and we will sort it out for you as soon as possible.
The following may affect the amount you have been refunded: The delivery charge, which would only be refunded under cancelled orders made under Distance Selling Regulations. The goods are faulty.
Discounts that were applied at the time of sale, which may not now be applicable.
I returned an item and it was incorrectly refunded or replaced
We are really sorry if we made a mistake when processing your request! If you were expecting a replacement and got a refund instead, this maybe because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund, so that you have the choice to purchase whatever goods you want instead. If you were expecting a refund and we sent you replacement goods, please get in touch, so we can sort it out for you.