Customer Returns are accepted a) before the goods are assembled and b) are returned to us in the original packaging without damage, in a resaleable condition, within 90 days of delivery.
Any discrepancy in your order, missing part or faulty product must be reported as soon as is reasonable after delivery, preferably within 24 hours. (We can make allowances for missing parts and faulty parts outside of this 24 hour period, during the first two weeks of January only - allowing for Christmas gifted products to be checked by the lucky recipient.)
On arrival if the packaging appears damaged it is recommended that this is marked on the delivery note before you sign. Any damage should be notified to us within 24 hours of delivery.
In the unlikely event on receipt of goods that there are broken or missing parts, we will send a new part to complete kit. Any part missing does not constitute an automatic return, although we will authorise an exchange if we are unable to supply a new part.
If your product is faulty please contact firstname.lastname@example.org and our Customer Service department will contact you at their earliest convenience. If an item develops a fault within a reasonable period after delivery you should not continue to use the product and you should report this to our Customer Services department in the first instance.
No returns will be accepted unless authorised by our Customer Services department .We will issue a RO Note number ( Return Order ) and this number must be quoted at all times during the returns process and correspondence. Please refer to our Returns Process Section.
Seven Day Cooling-Off Period (EU Only)
In addition to our returns policy, under the Distance Selling Regulations EU customers have seven working days (beginning the day after receipt) to cancel your purchase. In this case, we will provide a full refund but you must return the cancelled items to us. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.
Your UK statutory rights are not affected by our returns policy.
Note: All product returns must be returned within 14 days from authorisation issue. No returns will be accepted without RO number
Returns/Refund & Exchange Process
To make sure your Enquiry/Claim is managed correctly, please follow the outlined steps below:
Special Note: Please be advised that in order to ensure a smooth process, all customers MUST follow the instructions provided by the customer services team. Failure to follow the correct returns procedure WILL result in delays or possible rejected claims.
To ascertain your claim please go to our RETURNS & REFUND/EXCHANGE Policy. If claim is valid, please follow the outlined steps
STEP 1: Contact our customer service department by email email@example.com
Our Customer Service team will look to respond to your query as soon as possible
If your claim is Valid our customer service team will either authorise you with a RETURNS ORDER number for your product to be returned / refund or Exchange. If we need to send a replacement part the advisor will instruct you accordingly.
STEP 2: Once your return has been agreed and you have your RO number, then you can proceed to send product back. Please remember to ask for a Proof of Postage Certificate from the Post Office or your chosen courier in case of lost deliveries. PLEASE ALLOW 3 working days, (or the allotted service time agreement from the postage type used) for us to receive your item.
Special Note: Please take extra care in making sure your item issufficiently packaged for transportation in order to return the goods back to us in appropriate working order. We cannot be held accountable for your parcel during transit.
STEP 3: Upon receiving your returned product your query will be processed. If for any reason we are unable to process your return, a member of our customer service team will contact you with full details. Upon completion of the returns procedure, a refund or exchange will be issued and an email sent to your registered email address.
The returns address for all items is:
Unit 1 Priory Farm