Refund policy

Damaged or Lost Items

Reporting a Problem

If your order arrives damaged or does not arrive at all, please contact us through the Help widget as soon as possible.

Where an item is lost or fails to arrive, we ask that you contact us within 7 business days of the delivery date or the expected delivery date. This timeframe helps us begin courier investigations promptly. Reporting within this window does not affect your statutory rights.

Replacements & Refunds

If an item is confirmed to be damaged or lost in transit, we will normally offer a replacement.

Where a replacement is not available, or where you are entitled to a refund under UK consumer law, a refund will be provided instead.

Evidence Requirements

To help us assess claims fairly and prevent fraudulent reports, all claims are reviewed on a case-by-case basis. We may request clear photographs showing the damage.

Digitally altered or AI-edited images are not accepted.

In some cases, particularly where a fault is reported, we may ask for the item to be returned for inspection. If a return is required for this purpose, we will provide a prepaid return label.

Exclusions

Damage caused by misuse, improper handling, or unauthorised product modifications is not covered under this policy. This does not affect your statutory rights.

Packaging

We do not offer replacements or refunds for damaged outer packaging alone where the product itself is unaffected. Packaging is intended to protect the product during transit.

Returns

Change of mind returns

If you change your mind, you may return your item within 30 days from the date your order was delivered.

To be eligible for a change of mind return, the item must be:

  • unused
  • in its original condition
  • returned in its original packaging

Proof of purchase, such as your order confirmation email, will be required to process the return.

Customers are responsible for the cost of return shipping for change of mind returns. We recommend using a trackable or insured delivery service. We are not responsible for items lost or damaged during return transit.

Faulty or misdescribed items

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality, and fit for purpose.

If your item is faulty, damaged, or not as described:

  • within 30 days of delivery, you have the right to reject the goods and receive a full refund
  • after 30 days, you may be entitled to a repair or replacement, and if that is not possible or unsuccessful, a refund or price reduction

Where a return is required for faulty or misdescribed goods, we will cover the reasonable cost of return shipping.

Additional protection 

Some products are covered by our separate 12-month Guarantee Policy, which applies in addition to your statutory rights. Where a fault arises after the initial 30-day period, you may also be entitled to a repair, replacement, or refund under that guarantee. Please refer to our Guarantee Policy for full details.

Refunds

Where a refund is due, it will be issued to your original payment method.
Refunds will be processed without undue delay and, in any event, within 14 days of:

  • receiving the returned goods, or
  • confirming that a refund is due, where no return is required

If you have not received your refund after this period, please contact your bank or payment provider first, as processing times can vary. If you still have not received your refund after doing so, please contact us through the 'Need Help?' widget and we will advise on next steps.

Need help?

For all order-related queries, including damaged, lost, or return requests, please contact us through the 'Need Help?' widget on our website. A member of our team will be happy to assist you.

Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law. This policy is governed by the laws of England and Wales.