RETURNS, EXCHANGES & REFUNDS POLICY
We hope that you are pleased with the products you received from us, but if you do need to return anything, we offer the following options to you:
IF YOUR PRODUCT IS UNWANTED OR YOU'VE CHANGED YOUR MIND
Items can only be returned for a refund if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals, packaging and any cellophane intact. You must notify us in writing that you are returning your purchase within 28 days, beginning the day after the day on which you receive the product.
Please ensure that you also return any free gifts that are associated with your return items or the related order. If the free gift isn’t returned, then we reserve the right to deduct the value of the free gift from your refund.
Please note that we do not accept returns of personalised products.
IF YOU HAVE BEEN SENT THE WRONG PRODUCT
We will always do our best to ensure that you receive the product you have ordered. Sometimes, however, mistakes do happen, and we want to be able to resolve them for you as quickly as possible. In this case you can either:
Call our Customer Services Team on 0203 198 4600 to arrange a return, refund or replacement, or email us at firstname.lastname@example.org. Please remember to include the following information if you email: name, email address, order number, product code and reason for return. Please also state clearly whether you would like a refund, an exchange or a replacement.
We are unable to process your refund, exchange or replacement until we receive the product back. We strongly advise that you obtain a proof of postage receipt when sending your item back to us. Please ensure that all items being returned are complete, unopened and resaleable with original packaging, and are securely sent.
HOW REFUNDS ARE PAID
Your refund will be processed, once your return has been delivered to our warehouse and within 3 working days of arriving back to us. Refunds can take up to 1 week to show on your account; this is due to the time taken by some banks to process the payment.
We will refund you by the same payment method used when placing the original order. If you have not received your refund after this time, please contact us and we will be happy assist you.
RETURN DELIVERY CHARGES
You can return your order for free via your local Post Office, using the Free Returns label provided. Or if you have misplaced the Free Returns Label please follow this link http://www.royalmail.com/track-my-return/create/3101
Please ensure you obtain a proof of postage receipt in the event that your item is lost or damaged.
All items should be returned along with the completed Returns Note to allow easy identification and prompt processing.
This returns policy does not affect your Statutory rights.