Returns and Refunds
Should you wish to return anything purchased from our online shop, we offer a 30 Day Money-Back Guarantee so you are in safe hands (the Consumer Rights Act 2015 gives 14 days but you have 30 days with us!). There are a few circumstances where returns may not be possible so this page aims to make everything as clear as we can so please do take time to read this through.
We want to help our customers as best we can. We feel the best way we can help everyone is to keep our prices as low as possible on the website! That way, everybody benefits. However, things don't always work out and you may have received something you no longer want, it could be the wrong size or you just want to return it. Here are the most common circumstances:
Change of Mind, Wrong Size or Unsuitable Items
We understand that you may want to return an order that you feel is unsuitable, that turns out to be the wrong size for you or if you've just changed your mind. Apart from a few items that cannot be cancelled and returned (see below), we are happy to offer an exchange or a refund, provided an item is returned to us unused, in it's original condition and within 30 calendar days of receipt. You need to take reasonable care when returning an order to us as you will need to both pay for and be responsible for the return. As such, we recommend that you take out a tracked, insured return. If you want an alternative product please call us and we can arrange this for you.
Damaged on Arrival or Wrong Items were sent
Please accept our apologies if an item has arrived damaged or wrong when you receive it. Please call us immediately on the day you receive it if this has happened as we cannot take up any issues with our Couriers unless we are notified straight away. It also means we can do something about it quickly. We may require proof of damage so if you can take a photo and email us, that would be great. Where a courier wants you to sign for damaged goods, please write a note that they are damaged or "Awaiting inspection". If you have received the wrong order, we would like to check any part numbers on your order as sometimes we use a different name to market a product to the one a manufacturer may use. Otherwise, we'll arrange to get the item back to us. A refund or replacement can only be sent once we have received items and confirmed any damage.
In the unlikely event of an item becoming faulty, the Consumer Rights Act 2015 applies - please view our Warranty page. If within warranty, we'll probably need to get the item back to us to either fix or replace it. We are sorry, but a replacement can only be sent once we have confirmed the fault so if you cannot wait for the item to be returned before we send one out, then please place a new order and we will refund or replace the initial item or send as soon as the fault is confirmed. Please view our General Warranty Terms.
Items that Cannot be Cancelled or Returned
Under the Consumer Rights Act 2015 you have the right to cancel your order for any item bought on this website for a full refund within 14 days. We give 30 days but, regretfully, this is not applicable to any of the following:
- Items that are collected by you in person, or your representative, from our premises
- Items where our product description says, "This item is made to order"
- Products that are made to a customer specification or personalised
- Sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery
- Any "used" products that represent a hygiene risk (such as used toilet seats, commodes or bottom wipers)
- Underwear and lingerie can only be returned if the product packaging has neither been tampered with nor any hygiene seal removed.
What Needs to Happen Next?
The next page will provide some helpful returns information along with what to write on your returns label. You will also need to print out (or copy the details from) our returns form which needs to be included with your return. This is necessary for us to identify who the return is from and what we need to do next.
ONCE YOU HAVE READ THIS PAGE, PLEASE CLICK HERE TO START YOUR RETURN
You are responsible for any returned goods until they reach our warehouse. We strongly advise that you obtain a proof of postage when returning any product to us. Certificates are available free of charge from the post office or by using a courier service.
None of these terms or conditions affect your statutory legal rights.
Other useful pages: