Buyers wishing to return goods must first e-mail us with the details within 14 days of receipt of the goods. We will respond with appropriate instructions within 24 hours.
For tracked packages, the date of receipt shall be the date reported by the delivery company. For untracked packages, the date of receipt shall be no more than 14 days from the date of dispatch as recorded by us.
Please be aware that we use third-party delivery companies for all of our dispatches and, after passing your package to them on the date advised in the dispatch e-mail, have no further direct control over their actions, inactions or efficiencies during the delivery process. Therefore it is imperative that, in the first instance, the buyer advises us of any problem or concern, so that appropriate enquiries can be made with the company concerned.
Goods damaged in transit must be reported within 24 hours of receipt. We will contact the delivery company and arrange replacement or compensation as quickly as practicable. In such circumstances, the buyer must assist us to complete any claim, and comply with any requirements specified by the delivery company, including, but not limited to, retention of packaging, provision of description/photo of damage, and availability for local inspection and/or uplift of goods by the delivery company.
Defective goods will be replaced free of charge provided the goods returned are the goods dispatched, they are in the same condition as dispatched, and they exhibit the fault(s) reported. Return postage will be the responsibility of the buyer. Refunds of the sale value of the goods will only be issued when no direct replacement is available. Refunds for postage will not be made if the returned product is found not to be defective as reported.
Goods considered by the buyer to be not as described in the listing must be specified in writing prior to return. Acceptance of return shall be at our discretion.
Goods returned without being reported as detailed above will not be considered as returns, and will not be replaced or refunded. This includes goods returned by the delivery company where they were undeliverable due to provision of an incorrect delivery address by the buyer, refused by the recipient on delivery, or, where the recipient was not available to receive them, not collected within the timescale specified by the delivery company on any advice paperwork left by the delivery company at the time of attempted delivery. Goods received by us in such circumstances will be redispatched to the buyer only upon payment of a second Shipping & Handling fee, to the amount specified on the original sales invoice. If goods were originally sent under a free postage offer the second Shipping & Handling fee shall be as advised.
Refunds for goods genuinely lost in transit will only be issued where the buyer has paid for a tracked delivery service option and/or optional insurance. In such circumstances, the buyer must assist us to complete any claim, and comply with any reporting requirements specified by the delivery company. Failure to do so will result in refusal of refund. Where a refund is issued for non-receipt of goods, whether directly by ourselves or by any third-party payment provider or intermediary, ownership and/or title of those goods immediately reverts to ourselves. Should the goods be received by the buyer at any time subsequent to the refund, the buyer must report such occurrence immediately to us and enable us to make appropriate arrangements to recover our property.
Obtaining, or attempting to obtain, a refund for goods reported as not received that are or were delivered, whether goods are retained by the buyer, or subsequently passed-on or sold to a third party, is a crime. Similarly, deliberate return by substitution of the supplied goods with any other good or object, the return of deficient numbers of goods supplied in defined quantities, or the return of product packaging not containing the exact or entire goods supplied, are also crimes. Any evidence discovered by us, by whatever means, of any criminal action by a buyer will be reported to the appropriate authorities in the country specified in the delivery address, without prior reference to that buyer.
We will cease any process should the buyer, at any time, seek to return goods and/or obtain any refund by use of threat and/or coercion in any form.
These conditions do not affect your rights under UK or EEC Distance Selling regulations.