This Returns Policy was last updated June 2019.
Our Returns Policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we can’t offer a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please note that we cannot offer exchanges for items purchased, only refunds. For a replacement item you should place a new order online and your return will be treated separately.
How to make a return
To complete your return, we require a receipt or proof of purchase (please do not send your purchase back to the manufacturer).
Contact us at firstname.lastname@example.org and in your e-mail, please provide the following:
- Order number
- Product Code, description and quantity of the item(s) you wish to return (shown on your packing slip)
- Reasons for return. Once your email request is received, our team will send you a returns reference along with an address to return your items.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance as we can’t guarantee we will safely receive your returned item.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange an item for the same item, send an email to email@example.com with the following information:
- Order number
- Product Code, description and quantity of the item(s) for exchange (shown on your packing slip)
- Reasons for the exchange
- A clear image showing the defect or damage.
Once received, the issue will be processed and once approved a case number will be sent to you along with details about how to return the item(s) if required.
Once all item(s) have been received, we will ship the new item(s) back to you.
Depending on where you live, the time for exchanged items to reach you may vary.
Several types of items are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
- Clearance sale items.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you when your refund has been processed, a credit will automatically be applied to your original method of payment. Please allow up to 10 business days for credit to clear.
There are certain situations where only partial refunds are granted (if applicable):
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Late or missing refunds (if applicable)
If you are expecting a refund and haven’t received a payment, first check your bank account again. Then contact your credit card company as it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Clearance Sale items (if applicable)
Only regular priced items may be refunded, unfortunately clearance sale items cannot be refunded (this does not apply to offers and discounts).
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 provider had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.