Changing your mind:
For the time being we are extending our returns period to 90 days.
Please arrange to return items rather than have our couriers collect them as this service is not currently reliable.
Returns will take longer to process than usual. Please allow up to 28 days.
We will offer refunds rather than exchanges where the item is unused and saleable.
We want all of our customers to be happy with their purchases, but we understand sometimes you might change your mind. If that happens, don’t worry, just get in touch with our Customer Service team on 01904 696933 and we can arrange for you to return your unwanted item. You have 30 days from date of purchase to do this, and the item must be unused and in its original packaging. We’ll only cover the return postage costs on faulty or damaged items, but if you don’t want to take your item to the post office yourself we can arrange a collection for you using our couriers. Prices for collection start from £10.00. Custom Made items are exempt from this - please see below for further information.
Before returning a faulty item to us please contact our Customer Service department on 01904 696933.
We will arrange for a courier to collect* the faulty item and test the product once it arrives with us. After we have arranged a collection you will receive an e-mail confirming this and outlining the necessary steps that need to be taken before something is returned to us (e.g. how to clean your product, how to check for any faults that may not be covered under the warranty etc.).
Please make sure you have followed all of the maintenance checks necessary before reporting a fault. If an item is returned to us and it is not faulty there will be a £15.00* charge to cover the cost of the collection and for the redelivery of the working item. We request all items returned to us are clean, dry and free of lime scale. If an item is returned and the request hasn’t been followed it will be returned to you at a charge of £15.00. We will not reimburse return postage charges for any items sent back to us without confirmation from our Customer Service department.
Any faulty items will be replaced or refunded within 10 working days of receiving the item back to our warehouse.
*This applies to mainland UK only. Collection and redelivery charges to Highlands, Islands, Ireland and other areas will be more.
Address for Returns:
James Nicolson Link