Refund policy

REFUNDS, RETURNS & CANCELLATION POLICY

1 Eligibility for returns and cancellations

All items, excluding items that meet the criteria below, may be eligible for a refund and return. Items that are not eligible include items that are:

(a) In-person purchases unless the product is deemed faulty in accordance with clause 4

(b) Orders made to your specifications or are clearly personalised.

2 Consumer rights

(a) The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your Products, in some cases, you can change your mind and get a full refund. Please note this does not include contracts for goods that are:

(i) made to order;

(ii) purchased in-person; or

(iii) purchased for commercial use, including where you are a business or company; or

(iv)sealed Products where the seal has been broken.

(b) The Consumer Rights Act 2015 (applicable in the United Kingdom) requires that all our Products are as described, fit for purpose and of satisfactory quality and so nothing in these terms affects statutory rights.

(i) up to 30 days: if your goods are faulty, you can get a refund.

(ii) up to six months: if it can’t be repaired or replaced, then you’re entitled to a full refund in most cases;

(iii) up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back.

This is a summary of some of your key rights in the United Kingdom. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 0808 223 1133.

3 Cancellations

For Orders made online (including via our Website or our Social Media pages):

(a) You have the right to cancel within 14 days of receiving your Order without giving any reason;

(b) This cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the relevant goods;

(c) To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement to us in writing, for example by emailing us using the contact details available on our website or at clause 6; and

(d) To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

4 Faulty Items

(a) For all Products purchased, you have statutory rights if your order has been damaged in transit or the goods were not of satisfactory quality or as described, which may entitle you to a replacement or refund. Nothing in this clause 3 will require us to provide a refund, repair or replacement in respect of loss or damage to goods caused by you or otherwise caused to the goods after they entered your possession.

(b) If you do have the right to cancel these terms due to the relevant Product(s) being faulty, we will reimburse to you all payments received from you in respect of the relevant Product, including the cost of delivery (except for any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

(c) Nothing in this Policy affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights under law.

(d) If you are placing an Order for commercial purposes or as a business, the Consumer Rights Act 2015 may not apply to your Order, however you can return faulty Products for a full refund, provided you notify us within 14 days of when you placed your Order.

(e) If your Products are faulty, please contact us using the contact details at clause 6.

5 RETURNS PROCESS

(a) If you wish to cancel this contract:

(i) due to change of mind, in accordance with clause 0.0; or

(ii) due to the goods being faulty, in accordance with clause 4.

(b) We will reimburse all payments received by you, including the cost of delivery (subject to clauses 4(b) the process set out in this clause 5 will apply, provided that:(i) clause 0.0 applies to the relevant good; or

(ii) the relevant good is faulty in accordance with clause 4; and

(iii) if neither apply, then we may refuse your refund/cancellation request.

(c) We will use the same method of payment for issuing any refund owed to you using the method you used for your initial payment, unless we have expressly agreed otherwise.

(d) We may make a deduction from any reimbursement issued to you for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

(e) We will pay any refund owed to you without undue delay, and not later than:

(i) 5 business days after the day we received back from you any goods supplied;

(ii) (if earlier) 5 business days after the day you provide evidence that you have returned the goods; or

(iii) if there were no goods supplied, 5 business days after the day on which we are informed about your decision to cancel this contract (if applicable).

(f) For any valid cancellation under clause 3, we may withhold reimbursement until we have received the relevant goods back from you or you have supplied evidence of having sent back the goods, whichever is the earliest.

(g) For any requested refund, we may withhold reimbursement until we have inspected the relevant goods, to ensure that they are faulty, and that a refund or replacement is appropriate.

(h) If you have received the goods and wish to cancel your Order under this clause 5:

(i) We reserve the right to request an image evidence of the faulty product;

(ii) you must send back the goods to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from these terms to us (if this clause 5 is applicable). The deadline is met if you send back the goods before the period of 14 days has expired;

(iii) you will have to bear the direct cost of returning the goods;

(iv) you must provide us with an image of the packaged goods and postage tracking number; and

(v) you will only be liable for any diminished value of a good resulting from your handling of the good to the extent that handling wasn’t necessary to establish the nature, characteristics and functioning of the good.