Returns & Refunds Policy
We want you to be able to shop with confidence. This policy explains how to cancel an eligible online order, return unwanted goods, or report an item that is faulty, damaged or not as described. Your statutory rights under UK consumer law are not affected.
Changed your mind?
For most purchases made online by consumers, you can cancel from the time you place the order until 14 days after you receive the goods. If your order arrives in separate deliveries, the period generally runs from receipt of the last item. Tell us clearly that you wish to cancel by using our Contact page within that period. You do not need to give a reason.
Once you have told us you are cancelling, send the goods back within a further 14 days. Please include your order number and pack the items securely. Contact us first for the appropriate returns address; do not send parcels without confirming where they should go.
Return postage and item condition
For a change-of-mind return, you are responsible for the direct cost of return postage. You may inspect goods as you would in a shop, but we may make a lawful deduction for loss of value caused by handling beyond what is necessary to check their nature, characteristics and function. Please keep your proof of posting.
Refunds
For a valid cancellation, we refund the price paid and the basic outbound delivery charge, where applicable. Extra charges for an upgraded delivery service are not refundable beyond the standard delivery amount. We will refund without undue delay, no later than 14 days after receiving the goods back or receiving evidence that you have sent them, whichever is earlier. Refunds are made to the original payment method unless you expressly agree otherwise, and we do not charge a refund fee.
Faulty, damaged or incorrect items
If an item arrives damaged, is faulty, is not as described, or is not fit for its intended purpose, please contact us with your order number and a description of the problem. Photos can help us understand what happened. Depending on the circumstances and your statutory rights, you may be entitled to a refund, repair or replacement. Where goods do not conform to the contract, we will cover reasonable return costs where required by law.
Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject faulty goods. Other rights to repair, replacement, a price reduction or a refund can continue after that period. Nothing in this policy limits those rights.
Items with different cancellation rules
The usual change-of-mind cancellation right does not apply to certain goods, including items made to your specifications or clearly personalised, such as specially cut keys made to an individual order. This does not remove your rights if an item is faulty or not as described. A product is not automatically exempt just because it was ordered specially from a supplier.
How to request a return
- Visit our Contact page and provide your order number.
- Tell us whether you are cancelling, received the wrong item, or have a problem with the goods.
- We will provide return instructions and the correct address.
- Keep proof of postage and any tracking information.
This policy applies to consumer purchases. Business purchases may be subject to different agreed terms, without affecting any rights that cannot legally be excluded.