If you make a purchase online but change your mind once you’ve received your order, under the Consumer Contracts Regulations 2013, you are entitled to a full refund (via the original payment method) provided you notify us within 14 days of receipt that you wish to cancel your contract.
If you wish to return your order please do not just send the goods back to us. Please first contact a member of our customer service team to request a return, call 01252 692559 or email firstname.lastname@example.org
Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned. We do not accept liability for any goods that do not reach our warehouse nor can we accept liability for any goods that may be returned to us by mistake. It is therefore advised that any goods you may wish to return are done so via a recorded delivery service and retain the proof of postage. In the event that substantial damage has been caused to the product, we reserve the right to refuse a refund or exchange. We can also arrange for our courier company to collect the parcel from you and there is a charge for this service.
We reserve the right to inspect all goods that are returned to us so please do not damage the goods whilst you inspect them. This includes any original packaging and labels, particularly if the packaging forms part of the goods i.e. boxed items. Where goods are returned damaged or not in their original packaging, we reserve the right to refund you in full less any deductions due by way of compensation for any damage that may have been caused. In the event that substantial damage has been caused then we reserve the right to refuse a refund or exchange.
Once we have received the product(s) and if appropriate, any packaging, a refund will be credited to the correct payment within 14 days. Please note this usually takes between 3 – 5 days but may take up to 14 days. We are not able to refund any postage charges.
Any issues with items that are delivered damaged, incorrect or incomplete must be reported to a member of our customer service team within 24 hours of the delivery being received. To report an issue call 01252 692559 or email email@example.com. Any claims received later than 24 hours after the delivery date will not be accepted.
Any issues with items delivered damaged, incorrect or incomplete that are being exported or forwarded on to another address must also be reported within 24 hours of delivery to the forwarder / carriers delivery address and before they are forwarded or exported. Source UPS will not be liable for any damages, losses and other expenses that may be incurred as a result of failure to report any issues before items have been shipped onwards.
Our refund policy does not affect your statutory rights in respect of faulty or damaged goods.