Refund policy

Returns, Cancellations & Refunds Policy (UK Consumers)

Your Statutory Rights

Nothing in this policy affects your statutory rights.

UK consumer law includes (but is not limited to):

  • The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

  • The Consumer Rights Act 2015

Full details are available at:

Faulty, Damaged or Incorrect Goods

If the goods you receive are faulty, damaged, not as described, or incorrect, you are entitled to a remedy under the Consumer Rights Act 2015.

Where goods are damaged on delivery or arrive faulty, we ask that you notify us as soon as reasonably possible to allow us to investigate and resolve the issue promptly. This request does not affect your statutory rights.

Depending on the circumstances, we may offer a:

  • Repair

  • Replacement

  • Refund

In cases where goods are lost in transit, responsibility remains with us until delivery has taken place.

Statutory Right to Cancel (Distance Sales)

If you are a consumer purchasing online or by distance, you have the legal right to cancel your order within 14 days of receiving the goods, without giving any reason, unless an exemption applies.

The cancellation period begins the day after the goods are received.

How to Cancel

To exercise your right to cancel, you must notify us of your decision by a clear statement (for example, by email or letter) within the 14-day cancellation period.

Returning Goods After Cancellation

  • Goods must be returned within 14 days of notifying us of cancellation

  • You are responsible for return costs unless the goods are faulty or incorrectly supplied

  • You may handle the goods only to the extent necessary to establish their nature, characteristics, and functioning (as you would in a shop)

We reserve the right to reduce the refund to reflect any diminished value resulting from handling beyond what is necessary.

Refunds

  • Refunds will be issued using the original payment method

  • Refunds will be processed within 14 days of receiving the returned goods or evidence of return (whichever is earlier)

  • Standard outbound delivery charges will be refunded where required by law

Goodwill Returns (Unused Goods)

In addition to your statutory rights, we may accept the return of unused goods as a goodwill gesture outside the statutory cancellation period, subject to the conditions below.

These goodwill returns do not affect your statutory rights.

Conditions for Goodwill Returns

  • You must contact us before returning goods to obtain a Goods Return Authorisation

  • Goods must be unused and returned with original packaging, manuals, accessories, and security seals intact

  • You are responsible for return delivery costs

  • Original delivery charges are non-refundable for goodwill returns

Handling Charges (Goodwill Returns Only)

  • Returns requested after 15 days from delivery may be subject to a 15% handling charge

  • Returns requested after 30 days from delivery may be accepted only at our discretion and subject to a minimum 40% handling charge

Goods returned without intact security seals or in a condition requiring re-testing may be subject to additional charges, which will be advised before processing.

Exclusions

Certain items may be exempt from cancellation or return for hygiene, safety, or other legal reasons where permitted by law. Any such exclusions will be clearly stated at the point of sale.