I want to return something, what should I do?
In order for us to process your return in good order, we kindly request you to fill out the online returns form.
After filling out the form, you will receive a confirmation email with more information.
A separate email with a return label will be sent to you shortly after. Our customer services team strives to provide the return label within 24 hours on working days.
Please note, we provide you with a returns label free of charge. We can also arrange for a collection request, but this'll cost £15,- for which we'll send you a payment link
After we received your payment, we'll contact you for further instructions on the collection request
Click HERE to go to the form.
*** Please note the return period is 30 days ***
This period begins on the day after you received the order. After this time has expired, returns will not be accepted.
IMPORTANT RETURNS INFORMATION
7-day return policy: please post your return order as soon as possible and no later than seven days after receiving the return label.
We will accept a returned product if the item:
- is complete and undamaged;
- has not been installed;
- all loose parts are well packaged;
- is returned using the original packaging (please do not write on the packaging box and do not use duct tape);
- if a carton (additional box) was included with the product at the time of delivery, it must also be returned
Returned products will be checked for damage upon receipt. You will be responsible for covering the expenses arising from any damages that occur while the product is being returned.
My order is incomplete or damaged, what should I do?
If your order is incomplete or damaged, please fill out the Online Returns Form(choose 'damaged') and give further details in the 'Remarks' box. Once you have done this, you will receive an email with further instructions so that the problem can be resolved as quickly as possible.
Please let us know of any damage within 24 hours after receiving your order. Sometimes it could take some time to provide a replacement item or replacement parts; so the sooner we are aware of the issue, the sooner we will be able to provide you with the solution.
After 30 days the cooling down period expires, this means it is too late to report an incomplete or damaged order.
Reimbursements will be done immediately, but in any event no later than at the end of 14 days after the day on which we received the goods back. A deduction from the reimbursement may be made for loss of value of any goods, if the loss is the result of unnecessary handling by you. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature characteristics and functioning of the goods.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. Credit card payments will be refunded to the credit card used for payment, after we received the good(s) back in good state. It can take up to three weeks before the credit card company will credit you. Paypal payments will be refunded directly to your Paypal account within ten working days after we received the good(s) back in good state.
If you wish to exchange an item, the best way is to follow these two steps:
- Report the unwanted item return by filling out the online return form as stated above.
- Place a new order for the replacement item.
Right to Cancel
You have the right to cancel this contract within 30 days after delivery without giving any reason. The cancellation period will expire after 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. To meet the cancellation deadline, it is sufficient for you to send your our communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
You shall send back the goods or hand them over to us, without undue delay and in any event no later than 7 days from the day on which you receive a return label. The deadline is met if you send back the good(s) before the period of 7 days has expired. We will bear the cost of returning the goods.
Please refer to the Refunds paragraph above with regards to reimbursements.
Can I give my return order to to the delivery company driver?
Regrettably, this is not possible.