Returns and Exchanges Policy

To ensure a smooth returns process, we kindly ask you to review the guidelines below. If you need assistance, please reach out to our Customer Services team via email to request a return authorisation number. Please note that we cannot process any returns for credit, exchange, or replacement without this number. For comprehensive information, please refer to our full Terms and Conditions.

General Conditions for Returns

• Proof of Purchase: A valid proof of purchase, such as an order number or receipt, is required for all returns.

Condition of Items: All returned items must be in their original condition, free from damage or wear, unless the return is due to a defect or error on our part.

Packaging Requirements: To prevent damage during transit, please ensure items are securely packaged.

Unwanted Goods

If you decide to return an item that is no longer needed or wanted, the following conditions apply:

• Items must be returned within 30 days of delivery.
• Products should be in a resalable condition: unused, unmarked, and inclusive of all original components such as packaging, instructions, warranty cards, and any accessories.
• Excluded Items: For health and safety reasons, hygiene and safety products cannot be returned once opened or used.

Return Costs: Customers are responsible for covering the shipping costs for unwanted items. For your protection, we highly recommend using an insured and trackable courier service, as we cannot be held accountable for items lost or damaged in transit.

Faulty Goods

In the rare event that you receive a defective item, we are committed to resolving the issue as efficiently as possible:

• Please notify us via email and provide your order number along with a description of the fault.
• Depending on your preference, we will arrange for the item to be returned and either replaced or refunded at its original purchase price.

Initial Faults: If the fault is detected within the first 7 days of use, please contact our Customer Services team promptly for priority support.

Post-7-Day Faults: For faults identified after 7 days but within the warranty period, please contact us to explore repair, replacement, or refund options as appropriate.

Goods Damaged on Receipt

If your order arrives damaged, we apologise for the inconvenience. To ensure a resolution:

• Notify our Customer Services team by email within 2 days of delivery.
• Provide photographic evidence of the damage, if possible, to expedite the process.

Once verified, we will arrange for the damaged item to be collected or returned, and a replacement will be dispatched to you free of charge.

Additional Considerations

• Non-Returnable Items: Bespoke or personalised items are not eligible for returns unless defective or damaged upon arrival.
• Processing Times: Returns are typically processed within 7-10 business days of receiving the item. Refunds may take an additional 3-5 business days to reflect in your account, depending on your payment provider.
• Return Address: Specific return instructions, including the return address, will be provided when your return authorisation is issued.

We aim to provide the best possible service and make the returns process straightforward for our customers. Should you have any further questions or special circumstances, please don’t hesitate to contact our Customer Services team.