Returns and refunds (extracted from section 5 of the Terms and Conditions)
5.1 If you are a consumer (i.e. not a customer buying wholly or partly for business purposes) and have ordered by telephone or through the website under the Distance Selling Regulations, you have a statutory right to cancel your order for any reason and receive a full refund. This does not apply to items that due to their nature cannot be returned e.g. personalised goods.
5.2 If you are a consumer (i.e. not a customer buying wholly or partly for business purposes) you have a right to cancel your order in accordance with the Distance Selling Regulations, please e-mail us or call us (please see the Contact Us or Help section on the website for full contact details) within seven working days (so not including Saturdays, Sundays or public holidays) commencing the day after the day of delivery of your item(s), quoting your order number. You must take reasonable care of the item(s). Please then return the goods to us at the head office address stated above either in person or by recorded delivery post or tracked courier service. Please email us on the date of despatch with details of the tracking number and order number. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty. If we do not receive the item back from you, we may arrange for collection of the item from your residence at your cost.
5.3 The rights given by paragraphs 5.1 – 5.2 and 5.4 – 5.5 and are in addition to your other rights relating to defective goods or services given to you by law. If you would like further information on these rights, please contact your local trading standards office or citizens advice bureau.
5.4 You should inspect the goods when you receive them for defects or damage. If you find a defect or damage you must tell us as soon as possible. Please then return the goods to us at the head office address stated above either in person or by recorded delivery post or tracked courier service. We will refund the postage paid/carrier charges. Please email us on the date of despatch with details of the tracking number and order number. If the goods are found to be damaged prior to delivery to you, or defective, we will repair or replace the goods or refund the price paid by you.
5.5 We will supply goods that will remain free from defects in materials or caused by workmanship for a period of 3 months from the date of delivery. We will, in respect of any goods returned to us within 3 months of the date of delivery, which are proved to our reasonable satisfaction to be damaged or defective due to defects in material, workmanship or design, repair or, at our option, replace such goods free of charge. This obligation will not apply where you have altered the goods in any way whatsoever, or have subjected them to misuse or unauthorised repair.
5.6 All sizes and measurements are approximate but we do try to make sure that they are as accurate as possible.