Returns & refunds

We want you to be satisfied with your purchase. This page summarises how returns and refunds work — specific products may have supplier conditions that apply in addition to your statutory rights.

Changing your mind

For many goods, consumer rights allow a cooling-off period for distance sales. Exceptions apply to made-to-order, perishable, or sealed items once opened. Contact us with your order number before returning goods so we can confirm eligibility and the correct returns address.

Faulty or damaged goods

If an item arrives damaged or faulty, notify us promptly with photos if possible. We will arrange repair, replacement, or refund in line with applicable law and manufacturer warranty terms.

How to start a return

1. Email or call using the details on our contact page, quoting your order reference.
2. Wait for confirmation — do not return goods to a random address without approval.
3. Pack items securely in original packaging where possible.
4. Refunds are issued to the original payment method once the return is inspected and accepted.

Costs

Where you have a right to reject or return under consumer law, we will confirm who pays return carriage. For discretionary returns outside statutory rights, charges may apply.

Trade orders

Trade and bulk orders may be subject to restocking fees or different return windows — your account manager or order confirmation will state the conditions.