Returns and Refunds Policy

This policy covers change-of-mind returns and remedies for faulty or non-conforming goods. It does not reduce rights granted by mandatory consumer law.

Right of withdrawal

Where EU distance-selling rules apply, you may withdraw from an eligible purchase within 14 days after you, or a person you nominate, receives the goods. For orders delivered separately, the period generally begins when the final item is received.

How to withdraw

Use the website’s Withdraw from Contract function or email [EMAIL ADDRESS] with a clear statement of your decision.

Include the order number and the item or items concerned.

Send the goods back within 14 days after notifying us. Return instructions and the destination will be provided after the request is received.

Return condition and cost

You may inspect goods as you would in a physical shop. You are responsible only for reduced value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. You normally pay the direct return cost unless the goods are faulty, we failed to disclose that cost, or we agree otherwise.

Refunds

Eligible refunds include the purchase price and the cost of standard outbound delivery. Extra cost for a premium delivery option is not refundable unless required by law. We refund by the original payment method within 14 days after receiving the withdrawal notice, but may wait until the goods arrive or you provide proof of return.

Exceptions

The statutory withdrawal right may not apply to personalised goods, rapidly perishable goods, sealed hygiene goods after unsealing, sealed software after unsealing, digital content supplied after express consent and acknowledgement, fully performed services begun with consent, or other legally excluded items.

Faulty or non-conforming goods

Contact us with the order number, a description and supporting photos where useful. We will provide a lawful remedy, which may include repair, replacement, price reduction or refund. Where EU rules apply, goods generally carry a minimum two-year legal guarantee from delivery. Return costs for faulty goods are borne by us where required.