Returns Policy
The information below is an excerpt from our
Terms & Conditions,
setting out our returns policy for damaged, cancelled and special order items.
4. Damages
We go to great lengths to ensure your order is packed in a way which helps prevent damage during transportation. However, if your goods are damaged by the carrier whilst in transit, you must notify us within 24 hours by telephone or email.
Please provide a detailed description of the damage and, where possible, high resolution photographs clearly showing the damage incurred.
Please note: once your order has been delivered and signed for, care of the goods passes directly to you, the consumer. We are no longer responsible or liable for any damage that occurs after delivery.
5. Cancellation & Returns
You may cancel your order by giving notice of cancellation within 14 days of the date of collection or delivery. Notice must be given by telephone or email using the contact details provided on our website.
If your order is cancelled, the goods must be returned to our registered business address at your cost within 14 days of the date of collection or delivery.
You, the consumer, remain responsible for the condition of the goods until they are returned to our registered returns address.
We reserve the right to deduct a restocking or handling charge before final reimbursement, particularly where returned goods are damaged or no longer in reasonable resaleable condition upon return or collection.
6. Special Order Items
Some goods are supplied as special order items. These are items that are not held as standard stock and are ordered in, sourced, or supplied specifically to fulfil your order.
Where an item is a special order item, this will be made clear to you at the time of ordering.
Special order items that are personalised, custom made, or made to your specification cannot be cancelled or returned once ordered, unless the item is faulty or incorrect. This does not affect your statutory rights.
If a special order item is not personalised or custom made and you cancel in line with your statutory rights, we may deduct a reasonable and proportionate amount from any refund to reflect unavoidable costs incurred by us, including supplier charges where returns are not accepted. Your rights in relation to faulty, damaged, or incorrectly supplied goods are not affected.
Need to Arrange a Return?
If you need to arrange a return, please contact our team before sending any items back so we can confirm the correct process and returns address. We aim to deal with all genuine issues promptly, fairly and professionally.
