Terms of Service

Last updated: November 14, 2024

At +44 20 7123 9876, we are committed to ensuring customer satisfaction. If you are not satisfied with our products or services, we are here to help you with refunds or exchanges. This terms of service describes the terms and procedures for refund requests in accordance with UK consumer protection laws.

1. Your Statutory Rights

As a UK consumer, you have legal rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations:

  • 30-day right to reject: If your product is faulty, not as described, or unfit for purpose, you have the legal right to reject it within 30 days of receipt and get a full refund.
  • Repair or replacement: After 30 days and within 6 months, you are entitled to a repair or replacement if goods develop a fault.
  • Distance selling cancellation: For online, phone, or mail order purchases, you have 14 days from delivery to cancel your order for any reason (your "cooling-off period") and a further 14 days to return the goods.

The information below is our voluntary policy, which applies in addition to your statutory rights and never reduces them.

2. Refund Eligibility

To be eligible for a refund under our voluntary policy, you must request it within 30 days from the date of purchase and meet the following conditions:

  • The product must be in its original condition (for non-faulty returns).
  • You must provide proof of purchase, such as a receipt, order confirmation, or order number.
  • For faulty goods, you must describe the fault and, if possible, provide evidence such as photographs.

3. Refund Process

To request a refund:

  1. Contact our support team by email or phone.
  2. Provide your order details and the reason for the refund request.
  3. For statutory rights claims, specify which right you are exercising (e.g., 30-day right to reject, cooling-off cancellation).
  4. Submit necessary documentation, such as receipts or photographs of faulty products.

Our team will evaluate your request and notify you of the outcome within 7 business days. For cancellations during the cooling-off period, we will confirm receipt of your cancellation without undue delay.

4. Refund Timeframes

  • Cooling-off cancellations: We will process your refund within 14 days of receiving the goods back or evidence that you have sent them back.
  • Faulty goods: We will process your refund within 14 days of agreeing that you are entitled to a refund.
  • Voluntary policy returns: We will process your refund within 14 days of receiving the returned goods.

5. Partial Refunds

In certain cases, we may issue partial refunds:

  • If the product is returned with signs of use beyond inspection (for non-faulty returns).
  • For items purchased with special promotional offers or discounts (subject to the terms of the promotion).

Note: Partial refunds do not apply to your statutory rights for faulty, not as described, or unfit for purpose goods.

6. Exceptions

Refunds under our voluntary policy are not provided in the following cases:

  • Digital products that have been downloaded or accessed (unless faulty).
  • Custom or made-to-order items (unless faulty).
  • Items purchased during final sales or clearance events (unless faulty).
  • Sealed items unsuitable for return due to health protection or hygiene reasons, once unsealed after delivery (unless faulty).
  • Sealed audio, video or computer software, once opened (unless faulty).

Important: These exceptions do not affect your statutory rights regarding faulty goods or your right to cancel during the cooling-off period for eligible products.

7. Refund Method

If approved, the refund will be processed as follows:

  • The refund will be issued to the original payment method used for the purchase.
  • Bank processing times may take 3-5 business days once we have issued the refund.
  • For refunds under the cooling-off period, we will refund the basic delivery cost of sending the item to you (excluding any expedited delivery charges you may have chosen).

8. Return Shipping Costs

  • Faulty goods: We will reimburse the reasonable costs of returning the goods.
  • Cooling-off period returns: You are responsible for the return shipping costs unless the goods are faulty or we have agreed otherwise.
  • Voluntary policy returns: Return shipping costs are the customer's responsibility.

9. Exchange Policy

If you wish to exchange a product:

  1. Contact our support team with your order details.
  2. State the reason for the exchange.
  3. Our team will guide you through the exchange process.

10. Dispute Resolution

If you are not satisfied with how we have handled your refund request:

  • Contact us directly to try to resolve the matter.
  • Consider using Alternative Dispute Resolution (ADR) services. We use [ADR Provider Name] which can be contacted at [contact details].
  • For online purchases, you can use the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr
  • Contact your local Citizens Advice Bureau or Trading Standards office for guidance.
  • As a last resort, you may consider small claims court proceedings.

11. Contact Us

For any questions or assistance related to refunds or exchanges, please don't hesitate to contact us:

  • Email: [email protected]
  • Phone: +44 20 7123 9876
  • Address: 164-180 Oxford Street, Fitzrovia, London, W1D 1NN, United Kingdom
Important Notice: This refund policy applies in accordance with your purchase terms and applicable UK legislation, including the Consumer Rights Act 2015 and Consumer Contracts Regulations. We may update this policy occasionally, so we recommend reviewing it regularly. No update will reduce your statutory rights.