OUR RETURNS POLICY IS REALLY SIMPLE.
YOUR RIGHT TO CHANGE YOUR MIND
We’ve all done it, ordered something, and then realized later that it is no longer needed.
Our 28 day return period policy starts on the day after you received the item.
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’)
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 /inspecting it eg. Please ensure that any security seals or tags are still intact.
WRONG ITEM RECEIVED
We apologize if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you.
To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item.
DAMAGED OR FAULTY ITEMS
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.
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.
Our Returns Policy for faulty items upholds your statutory rights.
ITEM NOT RECEIVED
We apologize if you have not received your item. This is not common and we want to resolve this as quickly as possible for you.
To receive a refund or a replacement, you must inform us that you have not received your item within 28 days from the day on which you received an email from us confirming that the item had been dispatched.
WHAT TO DO TO RETURN YOUR ITEM TO US
Contact us through your account via our online message center or call us on our toll free. You must inform our customer service team of your order number, the item you are returning, and the reason for return. We will confirm the address you need to return the item to. Please package the item securely and include inside the package your order number, name, and address.
Please obtain a proof of postage from the Post Office when you send your item to us. Proof of postage does not cost anything without it, however, we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
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.
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.
WHAT WE’LL DO NEXT
All products returned to us are checked by our Returns Department.
If you are entitled to a refund then we will refund the price of your item (including the cost of delivery).
Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt.
We will refund the original credit/debit card/PayPal account used to purchase the item.
RETURN OF REPLACEMENT GOODS
If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund.
COST OF RETURNING ITEMS
Please note that we can only refund the postage costs for returning an item where:
- we sent you the wrong item, or
- the item is damaged or faulty; or
- where you are returning a substitute or replacement item which you do not want to keep.
- We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
SHIPPING & DELIVERY
All orders will be shipped within 48 hours (in most cases) via our courier partners. Personalized Packs are tailored to your needs. It may take between 3-4 business days to dispatch your order with Personalized Pack.
Please be advised that shipments are not sent out on Saturdays, Sundays or any Holidays.
If you are not satisfied with the way in which we have handled the return or replacement of any item, we apologize. We want to resolve the matter. Please contact our customer service representatives, at firstname.lastname@example.org.