Part 3: RETURNS POLICY
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale which applies. We reserve the right to change this Returns Policy at any time.
26. RETURNS POLICY - ALL OTHER PRODUCTS
Our Returns Policy is really simple!
26.1 When you receive your item, you must check it as soon as possible following receipt and always before use.
26.2 Please ensure that a returns authorisation number is obtained before attempting to return any items to us.
Your right to change your mind.
26.3 We've all done it, ordered something and then realised later that it is no longer needed. You have 14 days to return your order, which starts on the day after you received the item.
How do I return my product?
26.4 It's so simple, please follow the steps set out below (please see the section headed 'What to do to return your item to us').
Do you need me to do anything else?
26.5 All items must be returned unused and in the original packaging as they were in when received by you. Please ensure that when you receive an item that you take reasonable care of it when trying it on or inspecting it and that any security seals or tags are still intact.
27. WRONG ITEM RECEIVED
27.1 We apologise if you have received the wrong item by mistake. To receive a refund or a replacement, you must return the item in the same condition you received it.
27.2 This is not common and we want to resolve this as quickly as possible for you so please let us know within 14 days from the day on which you received the item. If you notify us after this then depending on the circumstances we may not be able to refund or offer a replacement.
28. DAMAGED, FAULTY, INCORRECT OR MISSING ITEMS
28.1 Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you.
28.2 If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next.
28.3 For more information about your rights and the remedies available to you please see section 17 of our General Terms and Conditions of Sale.
29. ITEM NOT RECEIVED
We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you so please let us know within 21 days from the day on which you received an email from us confirming that the item had been dispatched. If you notify us after this then depending on the circumstances we may not be able to offer a refund or replacement.
30. YOUR LEGAL RIGHTS
30.1 Our Returns Policy does not affect your legal rights.
30.2 For more information about your other legal rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
31. WHAT TO DO TO RETURN YOUR ITEM TO US
31.1 To return your item, you will need to register your return by logging on to your account here, selecting your order and clicking the ‘Return’ button where you will be guided through the process. Alternatively you can use our model cancellation form.
31.2 Once you have processed your return online you have a further 14 days to return your item to us. Please make sure your items are securely wrapped and your parcel contains all the information requested.
31.3 Remember to ask for a receipt as proof of sending. Proof of postage does not cost anything however without it, we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
31.4 If you have any queries or need any help then please contact us through your account via our online message centre or call us on [customer service number
32. WHAT HAPPENS IF I REQUEST A REPLACEMENT AND IT ISN’T AVAILABLE?
32.1 If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item.
32.2 Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
33. WHAT WE'LL DO NEXT
33.1 Once we have processed your return you will receive a notification via email.
33.2 All successful returns will be credited to the original method used for payment. Please note refunds can take 3 to 5 working days (Monday to Friday, excluding bank holidays) to show in your account.
34.1 If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter.
34.2 Please contact our customer service representatives on [customer service number], via your account or by post at [Customer Service Department, [●], Meridian House, Gadbrook Way, Gadbrook Park, Rudheath, Northwich, Cheshire, UK, CW9 7RA].