Returns & Refunds

Cancellation by Us

We may cancel your order at any time before the goods are dispatched or made available for collection, for any lawful reason, including where:

• The goods are unavailable.
• There is an obvious error in the price, description or listing of the goods.
• We cannot obtain valid payment authorisation.
• We reasonably suspect fraud, misuse or other unlawful activity.
• We reasonably believe that we cannot fulfil the order in accordance with these terms.

If we cancel your order after you have paid, we will refund all sums paid by you for the cancelled order without undue delay, using the same payment method used for the original transaction unless we agree otherwise with you.

Cancellation by You Before Acceptance

You may cancel your order at any time before we accept it.

Once we have accepted your order, you may only cancel:

• Where you have a statutory right to cancel under clause 10.3.
• Where the goods are faulty, damaged, unsafe, not as described or otherwise not in conformity with the contract under clause 10.5.
• Where we otherwise agree to cancellation in writing.

Statutory Right to Cancel Qualifying Contracts

This clause 10.3 applies only to distance contracts and any other qualifying consumer contracts where you have a statutory right to cancel for change of mind. It does not generally apply to goods bought in person at our business premises unless we expressly state otherwise.

Subject to clause 10.4, you may cancel the contract for change of mind within 14 days after the day on which:

• You receive the goods; or
• A person identified by you to take possession of the goods receives the goods.

If your order consists of multiple goods delivered on different days, the cancellation period ends 14 days after the day on which the last of those goods is received.

To exercise your right to cancel, you must inform us of your decision by a clear statement before the cancellation period expires. You may do this by email or by using any cancellation method we make available to you.

If you cancel under this clause 10.3, you must send the goods back to us without undue delay and, in any event, no later than 14 days after the day on which you tell us that you wish to cancel, unless we have agreed to collect the goods from you.

Exceptions to Change-of-Mind Cancellation

The statutory right to cancel for change of mind does not apply to goods:

• Made to your specifications.
• Clearly personalised for you.

Special Order Products and Bespoke Products are dealt with in clause 3. In particular, Special Order Products and Bespoke Products may be excluded from goodwill or voluntary returns, and Bespoke Products may be excluded from statutory change-of-mind cancellation rights where a statutory exception applies.

This clause 10.4 does not affect any statutory rights you may have in relation to faulty, damaged, unsafe, misdescribed or otherwise non-conforming goods.

Reporting Transit Damage

To help us investigate claims with our delivery partners, we ask that any visible damage, shortages or incorrect Products are reported to us within 48 hours of delivery or collection. Please provide your order number together with clear photographs of the Product, packaging and any visible damage where possible. Failure to notify us within this period may affect our ability to recover losses from the carrier. This does not affect your statutory rights under the Consumer Rights Act 2015 where the Products are faulty, not as described or otherwise not in conformity with the contract.

Faulty, Damaged, Unsafe or Misdescribed Goods

This clause 10.5 is separate from your change-of-mind cancellation rights under clause 10.3.

If goods are faulty, damaged in transit, unsafe, not as described, not fit for purpose or otherwise not in conformity with the contract, you may have statutory rights under the Consumer Rights Act 2015 and other applicable law.

If you believe there is a problem with the goods, you should contact us as soon as reasonably possible and provide reasonable details of the issue. We may ask you for photographs, a description of the problem, or for the goods to be returned to us for inspection.

Where the goods do not conform to the contract, the remedy available to you will depend on the circumstances and may include repair, replacement, price reduction or refund, in each case as required by law.

Where a refund is due because the goods are faulty, damaged, unsafe, misdescribed or otherwise not in conformity with the contract, we will refund you the amount required by law and, where applicable, arrange or reimburse the reasonable cost of returning the goods.

Refunds and Return Mechanics

If you validly cancel a contract under clause 10.3, we will reimburse:

• The price paid for the goods.
• The cost of our standard outbound delivery option.

This does not include any additional amount paid by you for a premium or enhanced delivery service.

Unless we expressly agree otherwise, you must bear the direct cost of returning the goods to us if you cancel for change of mind under clause 10.3.

If you cancel under clause 10.3, we may reduce your refund to reflect any reduction in the value of the goods caused by handling them beyond what is necessary to establish their nature, characteristics and functioning.

Any refund due under clause 10.3 will be made without undue delay and, in any event, within 14 days after:

• The day on which we receive the goods back; or
• If earlier, the day on which you provide evidence that you have sent the goods back to us.

We will make any refund using the same payment method used for the original transaction, unless we agree otherwise with you.

No restocking fee, cancellation fee or similar charge will be applied where you validly exercise a statutory right to cancel, except that we may make any deduction permitted by law under clause 10.6(c).

You must return cancelled goods to the return address that we specify. If we have not specified a return address, you may return the goods to any address that we have specified for customer contact or any place where we carry on business.

Where you cancel for change of mind under clause 10.3, you should return the goods with all accessories, components, manuals, chargers, keys, packaging and other items supplied with them, where reasonably possible.

You must not use the goods beyond what is reasonably necessary to establish their nature, characteristics and functioning.

If the value of the goods has been reduced because of handling by you beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may reduce the refund to reflect that reduction in value, as permitted by law.

Nothing in this clause 10 affects your statutory rights in relation to faulty, damaged, unsafe, misdescribed or otherwise non-conforming goods.

Goodwill Returns Policy

Unless we expressly state otherwise in writing, we do not offer any additional goodwill right to return goods bought in person at our business premises merely because you have changed your mind. Any goodwill returns policy we may choose to offer from time to time is separate from, and does not affect, your statutory rights.

Handling, Restocking and Other Return Charges

This clause 10.8 applies only where:

• You do not have a statutory right to cancel the contract.
• You are not exercising a statutory right in relation to faulty, damaged, unsafe, misdescribed or otherwise non-conforming goods.
• We agree, at our discretion, to accept a return, cancellation or exchange.

For the avoidance of doubt, we will not apply any handling fee, restocking fee, cancellation fee or similar charge where you validly exercise a statutory right to cancel under clause 10.3, except for any deduction permitted by law for reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

We will not apply any handling fee, restocking fee, cancellation fee or similar charge where the goods are faulty, damaged, unsafe, misdescribed or otherwise not in conformity with the contract and you are exercising a statutory remedy.

Where we agree to accept a return, cancellation or exchange outside your statutory rights, we may apply a reasonable handling, administration, collection, storage, supplier, cancellation or restocking charge.

Without limitation, a charge may apply where:

• You bought the goods in person at our business premises and ask to return them because you have changed your mind.
• We agree to accept a goodwill return.
• We agree to cancel or change an order after we have accepted it, where you do not have a statutory right to cancel.
• The goods are Special Order Products, Bespoke Products or other goods ordered from a supplier specifically for you.
• The goods are returned incomplete, outside their original packaging, used, damaged or otherwise not in resaleable condition, except where this is due to the goods being faulty or not in conformity with the contract.

Any charge under this clause will be reasonable and will reflect the costs, losses or reduction in value reasonably incurred by us as a result of accepting the return, cancellation or exchange.

Unless we tell you otherwise in writing before agreeing to the relevant return, cancellation or exchange, our standard handling/restocking charge for voluntary returns is up to 15% of the price paid for the relevant Product.

Where we agree to accept a voluntary return, the relevant Product must be returned in its original packaging, unused, undamaged, complete with all components, accessories, manuals and other items supplied with it, and in a resaleable condition, unless we agree otherwise in writing.

We may deduct any charge payable under this clause from any refund due to you, or require you to pay the charge separately.

Nothing in this clause requires us to accept any return, cancellation or exchange where you do not have a statutory right to cancel and we have not agreed to accept the return, cancellation or exchange in writing.

Nothing in this clause affects your statutory rights.