Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
30 day return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at [email protected]
Please note that returns will need to be sent to the following address:
eComm Returns, International House, Cricketers Wy., Basildon, SS13 1ST
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at [email protected]
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
We cannot accept returns of:
– products that have been used, are unclean or are not in their original packaging;
– products that are damaged on purpose or not properly maintained;
– products used outside of their intended means or not in accordance with their
instructions (including products used for commercial purposes);
– products subject to normal wear and tear;
– personalised products;
– Gas canisters and Personal Protective Equipment (PPE) due to health and safety reasons.
Please note based on our assessment (condition of the product and length/frequency of use), we reserve the right to accept or refuse a return, and in the case of an accepted return, we will choose the most suitable solution (repair, exchange, partial or full refund).
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected]
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Cancellation and other statutory rights
This return policy, or any terms of use or terms of supply, do not affect your statutory rights, including your right to cancel orders. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, except in certain circumstances as prescribed by the law, you have the right to cancel a distance or off-premises contract within 14 days without giving any reason and without incurring any liability, provided that you bear the direct cost of returning goods.
If you choose to cancel your order, you must inform us of your decision to cancel the contract.
Additionally, please note that nothing in this return policy, or any terms of use or terms of supply, limits or excludes any of your rights under the Consumer Rights Act 2015 or any other applicable legislation.