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Refund policy

Return and Refund Policy

We strive to ensure complete customer satisfaction and stand by the quality of our products. Please read our return and refund policy carefully to understand your rights and obligations.

 

A) Returns of products at the customer's request.

1a. In cases where a return is requested due to ordering the wrong items or a change of mind, the customer may return the product within 14 days. The customer will be responsible for the return postage costs of £2.50 per item, the initial postage costs, and a repackaging fee of £2 per item. Upon receipt, the returned products will be inspected, and a full or partial refund will be issued depending on their condition.
1b. The customer is responsible for taking reasonable care and appropriate action to receive or collect their parcel from the courier. If a parcel is not collected or received by the customer and is subsequently returned to us by the courier, this will be treated as a return due to the customer's circumstances. In such cases, the same charges applicable to a change-of-mind return will apply, including the return postage costs of £2.50 per item, the initial postage costs, and the repackaging fee of £2 per item.

 

B) Returns of products in the event of an actual defect or lack of agreed capacity/quality.

1. We aim to provide 100% customer satisfaction. However, if you receive a wrong or faulty product, or in case of any other problem resulting from our fault, please contact our Customer Care Team immediately through the Contact us section for further details.

2. You will inspect the products as soon as reasonably practicable after delivery and notify us of any shortages, defects in the products, or any other complaints regarding them within 14 working days from the date of delivery.

 

3. In all cases of return of products purchased on our online store due to actual defect or proven lack of agreed capacity resulting from our fault, the following shall apply:

 

The returned products can only be sent to our fulfilment centres. Once you have requested a return, you will receive an email containing all the details regarding the return of the product. The return of the product on behalf of our Company will be handled only by our partner carrier after you have first contacted our Customer Care Team through the 'Contact us' section and informed us of the proven problem related to the specific product.

 

The product (s) you are sending back to our Company must be in the same condition in which they were received. It must be unused, it must be complete in its intact original packaging with all the documents that accompanied the product and it has to be preserved in the proper storage conditions unless it was received damaged.

 

The returned products should be accompanied by: the Retail Receipt/ Sales Invoice or Delivery Note. Please note that if one of the above mentioned documents is missing, your request cannot be fulfilled and our Company will not receive the product.

 

 

2. Except in the event of any shortages or defects, if you fail to comply with the above clause, we shall not be liable to you in respect of any other complaint that should have been brought to our attention within this period.

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