Returns & Refunds


Refunds and replacements for Products may only be received in accordance with this clause 22.

You are only entitled to a replacement if a Product is:

(a) damaged, incorrect or faulty on delivery and you have followed the process in clause Faulty or damaged goods;

(b) in breach of a Consumer Guarantee; or

(c) in breach of a Warranty,

and repair is not possible.

You are only entitled to a refund if:

(a) the problem with the Product is major and in breach of a Consumer Guarantee; or

(b) the Product is returned in accordance with the 7 Day Money Back Guarantee set out in clause Where:

(a) a return is requested in writing within 7 days of receipt of delivery (if there is no receipt of delivery, the delivery date will be deemed to be three Business Days after the date that the Product was dispatched);

(b) the Product is not a Special Order Item or a Clearance Item;

(c) the Product is not returned because of any fault or damage or due to your failure to properly measure items before purchasing the Product; and

(d) the Product is returned in accordance with this clause, including the conditions in clauses

we will refund the Product fee, less the Delivery Costs (including associated retrieval costs) (“7 Day Money Back Guarantee”). For the avoidance of doubt, Clearance Items, Special Order Items and damaged or faulty Products may not be returned under the 7 Day Money Back Guarantee.

To be entitled to a refund or replacement, Products must be returned with proof of purchase, be in their original packaging, contain all parts, accessories and manuals, and be in a re-saleable condition. If you are returning Products due to a fault or defect under a Consumer Guarantee or Warranty, you may return the Products without their original packaging. It is the Customer’s responsibility to ensure that returned Products are returned safely and within 14 days from the date of receipt of delivery, or in the case of a breach of a Consumer Guarantee or Warranty, that we are notified of this and are given an opportunity to respond to you with a procedure for returning the Products. We accept no responsibility for Products lost in transit.

You are liable for the Delivery Costs of both delivery and retrieval of any returned Product including for a Product that was purchased with Free Shipping. Where you are returning Products to us because of our failure to comply with a Consumer Guarantee or Warranty, we will cover the Delivery Costs of retrieving the returned Products.

Customers who are permitted to receive a refund will have the refund processed using the same Payment Processing Service and to the same bank card as used in making the Order.