This policy can also be found in section 9 of our terms and conditions.
1 When you return a Product to us:
(a) Because you have cancelled the Contract between us within the fourteen-day cooling-off period (see clause 5.1 of our terms and conditions) we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. In this case, we will refund the price of the product in full, less a 25% – 50% (dependent on the product category) re-stocking fee plus handling charge including the cost of sending the item to you. However, all items need to be in their original packaging and you will be responsible for the cost of returning the item to us. Any bespoke or “made to order” products are exempt and are non-refundable.
(b) For any other reason (for instance, because you have notified us in accordance with paragraph 18 of our terms and conditions that you do not agree to any change in these terms and conditions or in any of our policies, or because you claim that the Product is defective), we will examine the returned Product and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective product. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the time to you and the cost incurred by you in returning the item to us.
1.1 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
2 Damaged on delivery:
If the product is received by you and has any damage to the outer packaging then this must be noted when signing the carrier’s delivery note or hand held computer. If you take delivery and find any items damaged or missing within the packaging then please contact us within 24 hours of delivery.