Returns, Refunds and Cancellation Policy
We operate a returns policy for unwanted and faulty goods. Should you need to return any item to us for any reason please contact us as soon as possible by telephone 07794 094910 or email firstname.lastname@example.org and in any case before you send goods back to us.
Alternatively, complete our online form or write to us at Elmwood House, York Road, Kirk Hammerton YORK, YO26 8DH.
Please provide your name, home address, details of the order including the order number and your phone number and/or email address.
For most products bought online you have a right to change your mind (the “cooling off” period) within 14 days. Please return goods unused and in original packaging in perfect condition for resale within 14 days of receipt. We recommend obtaining proof of postage. A full refund minus the original shipping costs will be made on receipt of the returned goods.
Please note that you are responsible for shipping costs when returning unwanted goods.
If any of the goods are faulty we will either refund the amount in full or send you a replacement free of charge.
If you would like to exchange any items please contact us and we will do our best to get your exchanged items to you. Please be aware that you are responsible for the cost of sending the unwanted item(s) back to us and also the shipping costs for sending out the exchange item(s).
Changing or cancelling an order
Changing your order. If you would like to amend your order and the order has not been despatched we will happily take payment of the extra items and send all items out together. If your order has already been despatched and we cannot add additional items please place an additional order.
Cancelling your order.You have the right to cancel your order within 14 working days from the date you received your order. To cancel your order please contact us in writing within 14 days.
Will the return costs be refunded?
If you are returning unwanted goods totalling over £50, we will pay for the postage by sending you a pre-paid returns label.
If you return something because of an error on our part or because it’s damaged or defective, we will refund any charges incurred in returning the item to us (either by a pre-paid return label or by refunding your return postage costs – up to 2nd class postage only).
We’ll check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item(s) and to recover our fees and expenses from you including any postage costs we have refunded.
In all other cases, you will be responsible for the cost of returning items to us.
If it is not possible to post the items and we have to collect them, the cost of us collecting them will also be borne by you. You will be charged our Express Service rate for Courier collection.
My Payment Card has changed/expired. How will I receive my refund?
We process all refunds to the original card used when you placed your order. If your card has expired we will send a cheque to cover any refund costs.
When will I receive my refund?
Your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.