Returns

If you need to return an item, please contact us as soon as possible.

 

1. FAULTY, DAMAGED OR INCORRECT GOODS

  • By law, We must provide goods that are of satisfactory quality, fit for purpose, as described at the time of purchase, in accordance with any pre-contract information We have provided, and that match any samples or models that you have seen or examined (unless We have made you aware of any differences). If any digital content is included in the Goods, that digital content must also conform. If any Goods you have purchased do not comply and, for example, have faults or are damaged when you receive them, or if you receive incorrect Goods, please contact Us as soon as reasonably possible to inform Us of the fault, damage or error, and to arrange for a refund, repair or replacement.
  • Beginning on the day that you receive the Goods (and ownership of them) you have a 30 Calendar Day right to reject the Goods and to receive a full refund if they do not conform as stated above. Alternatively, you may request a repair of the Goods or a replacement. We will bear any associated costs and will carry out the repair or replacement within a reasonable time and without significant inconvenience to you. In certain circumstances, where a repair or replacement is impossible or otherwise disproportionate, We may instead offer you a full refund. If you request a repair or replacement during the 30 Calendar Day rejection period, that period will be suspended while We carry out the repair or replacement and will resume on the day that you receive the replacement or repaired Goods. If less than 7 Calendar Days remain out of the original period, it will be extended to 7 Calendar Days. If, after a repair or replacement, the Goods still do not conform (or if We cannot do so as previously described, or have failed to act within a reasonable time or without significant inconvenience to you), you may have the right either to keep the Goods at a reduced price, or to reject them in exchange for a refund. If you exercise the final right to reject the goods more than six months after you have received the Goods (and ownership of them), We may reduce any refund to reflect the use that you have had out of the Goods.
  • Please note that you will not be eligible to claim under this Clause 1 if We informed you of any faults, damage or other problems with the Goods before your purchase of them; if you have purchased the Goods for an unsuitable purpose that is neither obvious nor made known to Us and the problem has resulted from your use of the Goods for that purpose; or if the problem is the result of normal wear and tear, misuse or intentional or careless damage. Please also note that you may not return Goods to Us under this Clause 8 merely because you have changed your mind. Please refer to Clause 2 for details of what to do if you change your mind.
  • To return Goods to Us for any reason under this Clause 1, you may do so in person with prior arrangement during Our business hours  or you may return them to Us by post or another suitable delivery choice. You may alternatively request that We collect the Goods from you. Please ensure that the Goods are ready for collection at the agreed time and location. We are solely responsible for collecting the Goods in this case, however We may appoint a third party carrier to collect them in which case We will provide you with all relevant details. We will be fully responsible for the costs of returning Goods under this Clause 1 and will reimburse you where appropriate.
  • Refunds (whether full or partial, including reductions in price) under this Clause 1 will be issued within 14 Calendar Days of the day on which We agree that you are entitled to the refund.
  • Any and all refunds issued under this Clause 1 will include all delivery costs paid by you when the Goods were originally purchased.
  • For full details of your rights and remedies as a consumer, please contact your local Citizens Advice Bureau or Trading Standards Office.

2. RETURNING GOODS IF YOU CHANGE YOUR MIND

  • If you are not satisfied with any Goods purchased from Us you have the right to return them in exchange for a refund [or a replacement], subject to the provisions of this Clause 2. This Clause 2 does not apply to Goods that are not in compliance with the Contract and your legal rights. For such Goods, please refer to Clause 1.
  • If you wish to return Goods to Us under this Clause 2 you must do so within 3 days of taking delivery (or collecting them from Us), telling Us why you wish to return the Goods.
  • All Goods must be returned to Us under this Clause 2 in their original condition [, in their original, unopened packaging], accompanied by proof of purchase.
  • You may return the Goods to Us by prior agreement either in person at a mutually convenient time during our business hours or you may return them by post or another suitable delivery service of your choice. You are solely responsible for the cost of returning Goods to Us under this Clause 2.
  • You may request that We collect the Goods from you. Please ensure that the Goods are ready for collection at the agreed time and location. You are solely responsible for the cost to Us of collecting the Goods under this Clause 2.
  • Refunds or replacements will be issued to you immediately if you return Goods to Us in person or within 10 working days of Our receipt of the Goods if you return Goods to Us by post or similar delivery service or if We collect the Goods from you.

3. PRODUCTS PURCHASED WITH GIFT CARDS

  • If you have paid for your order with a Gift Card and have returned the item in line with clauses 1 and 2, the refund that you are entitled to will be issued back to your original Gift Card.

4. EVENTS OUTSIDE OF OUR CONTROL (FORCE MAJEURE)

  • We will not be liable for any failure or delay in performing Our obligations where that failure or delay results from any cause that is beyond Our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic or other natural disaster, or any other event that is beyond Our reasonable control.
  • If any event described under this Clause 3 occurs that is likely to adversely affect Our performance of any of Our obligations under these Terms and Conditions:
    • We will inform you as soon as is reasonably possible;
    • Our obligations under these Terms and Conditions will be suspended and any time limits that We are bound by will be extended accordingly;
    • We will inform you when the event outside of Our control is over and provide details of any new dates, times or availability of Goods as necessary;
    • If the event outside of Our control continues for more than 14 days We will cancel the Contract and inform you of the cancellation. Any refunds due to you as a result of that cancellation will be paid to you as soon as is reasonably possible;
    • If an event outside of Our control occurs and you wish to cancel the Contract, you may do so in accordance with your right to cancel under sub-Clause above.

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