Returns Policy

Returns & Refund Policy

We want you to love your order. But if for any reason you are not completely happy, we have made our returns process as simple and straightforward as possible.

The Short Version

Changed your mind? You have 30 days from the date you receive your order to send it back for a full refund. Item faulty or not as described? You have 60 days. No awkward questions, no drama.

How Long Do I Have to Return Something?

  • Change of mind: 30 calendar days from the date your order is delivered.
  • Faulty or not as described: 60 calendar days from the date your order is delivered.

If the applicable window has passed since your delivery, unfortunately we are unable to offer a refund or exchange. Note: if you simply change your mind, UK law guarantees a minimum 14-day cooling-off period regardless — our 30-day window is more generous than this minimum.

What Condition Does the Item Need to Be In?

To be eligible for a change-of-mind return, your item must be:

  • Unused — the item must not have been used or show any signs of wear
  • In its original packaging — please keep all original packaging materials until you are sure you are happy with your order
  • In the same condition you received it — all parts and accessories must be included

Items that have been used, damaged after delivery, or returned without original packaging may not be eligible for a full refund. Faulty items are assessed on their own merits regardless of packaging condition.

What Items Cannot Be Returned?

The following cannot be returned:

  • Items that have been visibly used or damaged by the customer after delivery
  • Change-of-mind items returned more than 30 days after the delivery date
  • Faulty or not-as-described items reported more than 60 days after the delivery date
  • Items that are missing parts or original packaging (change-of-mind returns only)

If you are unsure whether your item is eligible, just get in touch before sending anything back and we will let you know.

How Do I Start a Return?

It is simple — just follow these steps:

  1. Contact us first — send us a message via our Contact page with your order number and the reason you would like to return the item. Please do not send anything back until we have confirmed your return.
  2. We will reply within 24 hours with confirmation and return instructions.
  3. Pack the item carefully in its original packaging and send it to our returns address below.
  4. We will confirm receipt of your return by email once it arrives.

Returns Address

Please send all change of mind returns to:

Northampton Cross Unit 1, Northampton Logistics Park Northampton NN4 9FH United Kingdom

Who Pays for Return Postage?

  • If the item is faulty, damaged, or not as described — we will cover the full cost of your return. We will arrange collection from your address at no cost to you. You do not need to travel to a post office or pay anything.
  • If you have changed your mind — the cost of return postage is the responsibility of the customer. We recommend using Royal Mail Tracked 48 as a low cost tracked option. Please keep your proof of postage until your refund has been processed.

When Will I Get My Refund?

Once we have received your return and confirmed it meets our returns criteria, we will process your refund within 5 working days.

Your refund will be returned to the original payment method you used — whether that is your debit card, credit card, or PayPal account.

You will receive a confirmation email the moment your refund has been processed. Please allow a further 3–5 working days for the money to appear in your account depending on your bank or payment provider.

What If My Item Arrived Faulty or Developed a Fault?

If your item arrives faulty or develops a fault, we will sort it out for you at no cost. You have 60 days from delivery to report a fault. Warranty cover beyond that varies by product — please contact us with your order number and we will confirm what applies and arrange a repair, replacement, or refund.

Please contact us via our Contact page with:

  • Your order number
  • A brief description of the fault
  • A photo of the fault if possible

We will arrange a free collection from your address and either send you a replacement or issue a full refund — whichever you prefer.

What If My Item Arrived Damaged?

If your order arrived damaged, please contact us via our Contact page within 48 hours of delivery and include a photo of the damage and the packaging. We will arrange a free collection and send you a replacement or process a full refund straight away.

Order Cancellations

If you need to cancel your order, please contact us immediately via our Contact page as cancellations can only be processed within 2 hours of your order being placed. After this window your order may already be picked and packed for dispatch and we cannot guarantee cancellation.

If we are unable to cancel your order in time, please follow our standard returns process above once your item arrives.

Delivery Exceptions

Please note that we currently deliver to mainland UK addresses only. We are unable to deliver to the Scottish Highlands and Islands or Northern Ireland at this time. We apologise for any inconvenience this may cause.

Your Consumer Rights

As a UK customer you are protected by the Consumer Rights Act 2015. In addition to our returns policy above, you have the right to a repair, replacement, or refund if any item is found to be faulty, not as described, or not fit for purpose. Our policy does not affect these statutory rights.

Still Have Questions?

We are a small UK business and we genuinely want every customer to be happy. If you have any questions about a return or refund at all, please get in touch via our Contact page. We aim to reply within 24 hours and we will always do our best to find a solution that works for you.