Returns and refunds


Last Updated July 2020 

  1. Overview

1.1 We hope that you are happy with any products that you order from our website at (the ‘Site’). However, if you are unhappy with the products you have ordered (the ‘Goods’) or you change your mind, you may be able to return them to us and receive a refund or credit to spend on other Goods available through our Site. 

1.2 This returns policy (the ‘Returns Policy’) sets out when and how you can return Goods to us if you change your mind or if there is something wrong with them, and what we can do in response. 

  1. Cancelling your order If you changed your mind 

2.1 If you have purchased the Goods you can change your mind and cancel the contract between you and us for any reason within 14 days of when the Goods are delivered.  

2.2 Please see the paragraph headed ‘How to Cancel’ below for information about how to cancel and return your order. 

2.3 You will not be able to change your mind and return any Goods that: 
(a) were sealed for health protection or hygiene purposes, if you have unsealed them after receipt; 

  1. Cancelling your order where we have made an error or changed our terms or the goods 

3.1 You can also cancel your order if: 
(a) we have told you about an error in the price or description of the Goods you have ordered and you do not wish to proceed; 
(b) there is a risk that supply of the Goods may be significantly delayed; or 
(c) you have a legal right to cancel because of something we have done wrong. 

3.2 If you end the agreement for one of the reasons set out in this paragraph 3, we will refund you any amounts that you have already paid to us in respect of those Goods, subject to any deductions as may be permitted in paragraph 7 or that may otherwise be allowed by law. 

  1. Cancelling your order if the goods are faulty 

4.1 If the Goods are faulty, mis-described or not fit for purpose, and we are unable to repair or replace the Goods within a reasonable time, you may be able to cancel the contract and obtain a full refund. 

  1. How to cancel 

5.1 If you would like to cancel your order and to end the contract with us, please let us know by: 
(a) calling the customer service team on 01904 215890; 
(b) contacting us at  

  1. How to return goods 

6.1 If you cancel your order, we will provide you with instructions for returning any Goods to us. You must return any Goods to us as soon as reasonably practicable and in any event within 14 days of notifying us that you would like to cancel your order. 

6.2 We will not charge you the costs of returning the Goods if you cancel the contract because: 
(a) the Goods are faulty and we are unable to repair or replace them within a reasonable time; 
(b) we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside of our control; or 
(c) you otherwise have a legal right to cancel your order, in which case we will refund any reasonable direct costs you incur in returning the Goods. In all other circumstances you will be responsible for the costs of returning the Goods 

  1. Refunds 

7.1 If you are entitled to reimbursement, we may withhold reimbursement until we have received the Goods back or you have supplied evidence of having sent back the Goods, whichever is the earliest. 

7.2 If you exercise your right to cancel the contract after your Goods have been delivered, you will be responsible to us for any diminished value of the Goods resulting from the unfair/unreasonable wear and tear of the Goods which is not necessary to establish the nature, characteristics and functioning of the Goods. We may make a deduction from any reimbursement you are entitled to from us for such loss in value of any Goods we supply. 

7.3 If you have selected any enhanced delivery methods when submitting your order, we will also not refund you the difference between our standard delivery rates and the additional amount paid for any enhanced delivery method. 

7.4 We will refund you through the payment method used by you to pay as soon as possible and in any event within 14 days of when we receive the returned Goods from you or you supply evidence of having sent back the Goods (whichever is earlier).