No Quibble Returns
We have a no quibble returns policy because we know how important it is to you to ensure you get the right product.
So, if the product you buy isn’t to your liking for any reason, we’ll refund you without a fuss.
Simply ensure your product is unused and in its original packaging and return them to us with a copy of your invoice within 7 days.
Simply ring us on 01202 977329 or email us at firstname.lastname@example.org and tell us about the porduct you wish to return.
When you get in touch with us please be ready to tell us: order number, stock number, the reason for the return and whether you'd like a refund or a replacement.
We'll confirm back to you with the appropriate instructions for returning by Royal Mail or for larger items we may arrange for a courier to come and collect the product you wish to return.
Returns made outside of our normal policy may be subject to an administration fee of £3.95 which covers postage costs and returns administration.
We offer the same no quibble returns policy to all customers. As well as following our standard returns procedure above, we ask customers outside the UK to do the following to help us deal with your returns quickly and efficiently.
Please obtain a customs information document (CN22 and/or CN23) and clearly mark RETURNED GOODS - FAILED SALE on the document. If this is not completed the goods could be refused at customs and returned to sender.
Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below.
Condition of Returns
It's important that returned items are in the best possible condition, so please take reasonable care of them.
To ensure safe return, please ensure that you wrap you return carefully, in a manner that will keep it from harm on its journey back to us.
When we get the goods back in good condition, we’ll credit you and let you know.
Ordinarily we'll refund the original debit, credit or charge card used to make the purchase.
We'll refund any delivery charges you've paid, provided you return the full order.
You are liable for the cost incurred in returning the item or items to us.
Products We Are Unable to Cancel, Refund or Exchange
Unless faulty or not as described, we cannot refund or offer an exchange on:
- Personalised or made-to-measure products
- Perishable goods such as flowers and food
- Unsealed CDs, DVDs, tapes or other recording media, software or video
We are unable to accept order cancellations for these products.
This does not affect your statutory rights.
Changing or Cancelling an Order
We are sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it.
If you’d like to add products to your order, please place a new order for these items.
If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on 01202 977329 or email us on email@example.com. Please be ready to quote your order number and order date.
If your order has already been despatched or delivered, then you’ll need to follow our Returns procedure in the event of any unwanted products.
Missing, Incomplete or Damaged Orders
If your order hasn't arrived, or arrives incomplete, first of all please view your order online.
If your order has been despatched but hasn't arrived within the expected time period, please email our Customer Services team on firstname.lastname@example.org, or call us on 01202 977329.
If you've more than one item on your order, please bear in mind that products may be sent out from multiple locations and so arrive separately.
However, if this is not the case and you haven't received the entire order as detailed in the order confirmation email sent to you, please email or call us as before.
If your order arrives and the goods are damaged, please email our Customer Services team on email@example.com, or call us on 01202 977329
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