We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
We want you to be 100% happy with your product(s) and if you are not then you may return the product to us unused and in a resaleable condition within 14 days under our full money-back guarantee. Please note that any delivery fee is not refundable. Goods requiring assembly are non-returnable once constructed. Please note that you are responsible for ensuring that all product(s) are in their original packaging and wrapped securely.Exemptions to this guarantee are:
- Custom-ordered/special order products
- Products that have been assembled or used
- Products without original packaging
Returns are free on all items to Mainland UK with the exception of a few postcodes (details below). Returns to these postcodes are subject to a returns fee based on the products to be returned. Excluded postcodes: JE, GY, IM, PO30-41, HS, KA27-28, KW, ZE, PA, AB, PH, IV, BT.
To start a return, you must contact us at firstname.lastname@example.org.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. We will send collection instructions for larger items - collections are completed by our team. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at email@example.com
Damages and issues
Please inspect your order upon reception and contact us within 5 working days if the item is defective, damaged or if you received the wrong item so that we can evaluate the issue and make it right. Check for any issues on all parts before assembling your item as we cannot be held responsible for any damage identified once erected. Email our customer service team at firstname.lastname@example.org and attach images/videos for the team to analyse the fault. We will contact you to arrange for a replacement to be sent.
It is recommended that you check the products inside before signing for them if the packaging is damaged on receipt. Please note that you are responsible for ensuring that you use the original packaging and ensuring the parcel is securely wrapped when returning items. For orders delivered or returned using the customer's own courier service, we cannot be held responsible for damaged goods and you will be unable to claim a refund or exchange.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 working days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we approved your return, please contact us at email@example.com.
Find more information on our refunds page.