For a goodwill refund or exchange (i.e. where there is no legal right to a refund or exchange under the Consumer Contracts Regulations), items must be unused and returned in the original packaging and in a re-saleable condition within 28 days of receipt of your goods.
Special & custom orders are exceptions to the Consumer Contracts Regualtions please read to view these and refer to our terms & conditions.
Please complete the returns form below:
Cancelling an order
You have the legal right to cancel your order, and therefore the Contract with us, for any reason within 14 days from the day after you receive the Goods (subject to certain exceptions set out below). This is the “Cancellation Period”.
To cancel your order, you must let us know by emailing us at email@example.com or by post at:
24 High Street
You can also let us know by calling 01388 814951, or by submitting your details in the cancellation form above.
You should keep evidence of having sent us notice of cancellation (e.g. an e-mail receipt or fax confirmation report).
You must notify us within 14 days of receiving your goods your wish to cancel and all products must be returned to us 14 days after this (28 days total) at your own risk and cost in accordance with the returns instructions on your dispatch confirmation email. The goods must be returned unused with the original packaging.
If the nature of the goods means that you cannot return them by post, you will be responsible for the cost of couriering the items to us. We can arrange this for you - please contact Customer Services and we will try to provide you with an estimate of the cost.
We will ordinarily refund the full purchase price together with the delivery charge paid providing you notify us and return within the 28 days stated.
You must take care of the products before you return them to us and we may reduce the amount we refund to you if you use them, damage them or do something beyond what would be reasonable if examining them in a shop before purchase that reduces their resale value.
You do not have the legal right to cancel the following items: (i) perishable products such as food; (ii) audio/video recordings, DVDs or computer software that you have taken out of the sealed packaging in which they were delivered; (iii) products made to your own specification; (iv) periodicals or magazines; and (v) sealed goods which are not suitable for return due to health protection or hygiene reasons that you have taken out of the sealed packaging (vi) special/custom orders.
All of our products come with the standard manufacturer’s warranty. If any product we supply fails prematurely due to a manufacturing defect we will provide you with a refund, replacement or repair. Simply email us at firstname.lastname@example.org or call us on 01388 814951 and we will arrange everything for you.
Please ensure that you inform us as soon as possible after receiving you goods of any damage to avoid any delays in receiving a replacement or refund. Due to the highly technical nature of the products we sell, in the event that the product has been used at least once, we will need to send it to the manufacturer to confirm that the product defect is due to a manufacturing fault - our suppliers will always come back to us within 28 days maximum (normally much quicker) and we will get in contact with you on hearing their findings.
What if I have received my parcel, but they were not the goods ordered?
In the unlikely event that we have sent you the incorrect goods, then first of all we apologise. We want to make sure that we rectify this as soon as possible and ensure that we get the goods you ordered to you. In this event, please email Customer Services at email@example.com or call us on 01388 814951 and one of our advisors will be happy to assist you. They will email/send you a free returns label, which means you will be able to send the parcel back to us without incurring any postage costs. Please note it is our policy not to reimburse any postage costs as we provide this free service, and will always instruct our customers to use it. Customers must always send back their order with an accompanying returns form - this will ensure we can process your return quickly.
Should you wish to return a non-faulty product for an exchange, the following applies:
If an item is returned to us within the stated 28 days from date of receipt of goods an exchange will be given.
We will, however, refund the postage back to you if the need for an exchange is as a result of a mistake made by us (e.g. we sent out the incorrect size).
You must take reasonable care of the goods whilst they are in your possession. We would consider that reasonable care has not been taken of the goods, for instance, if you have used them to an extent beyond what would be reasonable if examining them in a shop before purchase.
The goods must be returned to us within the stated 28 days, in the original packaging and labels attached and at your own expense to the address below.
See below for exchanges relating to special/custom orders.
If you return an item to us outside of the terms of our returns policy and your statutory rights do not apply we may not refund you. The item may be returned to you at your expense and you will be notified of this and any other charges. If you choose to send the item back to us again, or refuse to accept delivery, this will be deemed as an irreversible instruction for us to dispose of your goods without further notice. This will not constitute any admission that we have failed to honour in full our obligations to you in full and will not constitute any unlawful action against the goods.
Some of the brands and their products listed on our website are deemed as special orders. Special orders are where we don't hold any stock physically and have to order direct with the manufacturer for you.
The brands & all of their products deemed as special orders are;
- Winning Japan
- Cleto Reyes
When purchasing any products from these brands should you wish to cancel your order after purchase or return and require a refund you will incur a 20% handling fee from the total amount originally paid if an exchange agreement cannot be negotiated.
Some products are listed on our website with the option to customise to them. Should you make an order which the product is customised please be aware we do not accept returns nor issue refunds or exchanges for custom orders under any circumstance other than a mistake on our behalf by our own admission or product is faulty upon receiving order.
All custom orders once submitted are final.
24 High Street
Telephone: 01388 814951