Book A Return

How do I book a return?

Please fill out and submit the form at the end of this page. You will need to enter your order number (this can be found in your account or in any confirmation email sent to you) and the email address used when placing the order. 

If the system matches the details provided to an order, the next page will give you the option to select the product(s) you wish to return, the reason for the return and any additional notes you would like to add. 

Once all this information has been provided you will receive a Return Request Confirmation email. A member of our Returns Team will review your request and then authorise or reject it, providing their reasons. Once a return is authorised, we will send additional information on how to safely return the item(s) to us and our expected next steps. 

Are there charges for sending an item back?

This depends on your location, the time elapsed since placing your order and the reason for the return:

UK Customers

Faulty Goods

  • If a fault has occurred within 28 days of you receiving an item, please contact us immediately as we may be in a position to offer an immediate refund or replacement once the goods are returned
  • Faulty goods over 28 days will be dealt with via the manufacturer's warranty service
  • We will cover the cost of returning any faulty goods
  • A courier collection can be arranged for any UK mainland address (Mon-Fri 9am-5pm)
  • Alternatively, we can reimburse reasonable postage costs
  • We will cover the cost of sending any replacement or repaired product back to you

Unwanted Goods (within 14 days of receipt)

  • If you would like to enact your right to cancel within 14 days of receiving the goods, please contact us as soon as possible to inform us
  • Should you bear the cost of returning the goods, outgoing postage will be included in any refund provided
  • We can arrange a courier collection from UK mainland addresses (Mon-Fri 9am-5pm) for unwanted goods. If we collect your unwanted goods, outgoing postage costs will not be included in any refund.

Non-UK EU Customers

Faulty Goods

  • If a fault has occurred within 28 days of you receiving an item, please contact us immediately as we may be in a position to offer an immediate refund or replacement once the goods are returned
  • Faulty goods over 28 days will be dealt with via the manufacturer's warranty service
  • We will cover reasonable postage costs for returning faulty goods from the EU
  • A DHL Express courier collection can be arranged for most EU addresses
  • Alternatively, we can reimburse reasonable postage costs (please note, if you choose to use and pay for an express courier service to return the goods to the UK, we will not reimburse these costs)
  • We can provide a free return or repaired or replaced goods by tracked postal services to EU destinations. If you would like an expresss courier service, we will endeavour to offer you the best rates possible for either DHL Express or UPS. 
Unwanted Goods (within 14 days of receipt)
  • If you would like to enact your right to cancel within 14 days of receiving the goods, please contact us as soon as possible to inform us
  • Should you bear the cost of returning the goods, outgoing postage will be included in any refund provided
  • We will not arrange a courier collection for unwanted goods in the EU

Non-EU (Rest of World)

Faulty Goods

  • Faulty goods will be dealt with via the manufacturer's warranty service
  • At this time we are not able to offer free collections and returns for customers outside the EU
  • We can offer collections and delivery via DHL Express and will endeavour to offer you the best possible rates to minimise your costs

Unwanted Goods

  • We do not accept returns for unwanted goods from customers outside the EU

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