Returns and refunds
Our policy here is very simple. If you wish to return an item that you have ordered then you must contact us within 10 days from receipt of delivery. You can contact us by email, telephone or fax (our contact details are on the contact page on our site). We will then issue you with a return's number, which will need to be clearly marked on the package. If the goods are being returned because they are faulty then we will collect them (or reimburse your postage costs). If you are simply returning the goods because you no longer want them then you can return the goods yourself with an insured delivery service or we will collect the goods from you at a cost of £5.00 that will be deducted from your refund. The goods must be in pristine condition. The refund will be actioned within 7 days, but may take upto 30days to appear on your credit card statement.
Colours and Contents may vary.
After you have placed an order (if you choose to do so electronically) you will receive an email confirming your purchase which will include the amount paid. You will receive a second email that confirms your details and what you have purchased. We will provide any information about delivery times. If you wish to cancel an order please refer to our section above on Returns & Refunds.
You have the right to cancel the contract within 10 working days without reason. In the case of goods, the 10 days start when the goods are received. In the case of services, the 10 days start when the contract was made. When you cancel, we will action the refund within 10 days, but it may sometimes take upto 30 before a refund is shown on your credit card statement. You will have to pay the cost of returning the goods (see section above on Returns & Refunds)
We usually despatch our orders the day of your order - they usually arrive 2/3 working days after your order was placed. However, some orders may take a little longer. If this is the case we will notify you. If we cannot agree on another time, we will offer you a refund.
You will receive a delivery note that details the items supplied and the date. This is your receipt. You will also receive an emailed payment receipt (if you have paid for your goods online).
Mistakes, complaints, and disputes
1. Consumer Law
We will meet all of our obligations under the consumer protection laws currently in force. You can find out more about these at the web sites of the Office of Fair Trading and the Department of Trade and Industry.
2. Faulty Goods
If the goods turn out to be faulty or different from those ordered, we will offer you a full refund. Please see our section above on Returns & Refunds for timescales. This applies to faulty or incorrect goods within 10 days of delivery. Please see our section above on Guarantees for warranty information after 10 days.
3. Mistakes in bills, receipts or payments
We will correct any mistakes in bills, receipts or payments as soon as possible, and at the latest within 30 days of agreeing to do so.
We will acknowledge complaints within 5 working days advise you how long it will take to resolve the complaint. We will keep you informed throughout the process.
If you have any questions about our Terms & Conditions, Privacy or Security please contact us using our contacts page.
These conditions shall be construed and operate in conformity with English law.
1 Rookwood Way
Registered in England No. 1057020