Refund policy
Our warranty and return policy
- 21.1 We provide a warranty that:
- 21.1.1 we have the right to provide the Services;
- 21.1.2 we shall provide the Services with reasonable care and skill; and
- 21.1.3 on delivery the Products shall be free from material defects.
- 21.2 If there is an error with your order or you receive damaged or defective products, you must notify us in writing within seven days of the delivery date. Providing you have notified us within this time we shall contact you to discuss the issue. It is paramount that you answer any questions in full and provide us with detailed answers to each question. Failure to answer any questions in full will prevent us from being able to assist you further. In some cases we may require the product to be returned to us for testing purposes. If returned and found to be faulty, postage costs will only be reimbursed if you send us a copy of your postal receipt. If we are satisfied that there is fault with the product, we will then provide you with either a refund or replacement product if this is possible. Refunds or replacements will not be offered for products that have been used, and the reason for return is solely due to a change of preference with the product. Additionally, we do not provide refunds or replacements for items affected by user error.
- 21.3 In addition to your rights under clause 2, you may cancel your order for Products by notifying us in writing within fourteen days of the delivery date. If you choose to do this you must notify us via email, then return the Products to us within 14 days at your expense unopened, in their original packaging and in perfect condition by recorded delivery. The notification should state your order number and the reason for cancellation. Providing you comply with this clause, on receipt of your returned Products we shall provide you with either a credit note or a refund for the price of the Products less any delivery charges. Credit notes are valid for 3 months from the date of issue and may only be used towards the purchase of other products from us.
- 21.4 Returns on our Trio and Duo bundles: Our duo and trio bundles are sold as one product. If you would like to make a return for our duo and trio bundle then we will require the whole set to be returned. For discount reasons, they cannot be returned individually and must be unopened and unused.
- 21.5 Customers must be aware when making purchases from our 'sale' section, they cannot be returned. The products in the sale category cannot be exchanged or refunded. This information is made clear on each sale items product page.